Returns & Refunds

Our returns policy is designed to be fair and straightforward while respecting your rights under UK consumer law.

Nothing in this policy affects your statutory rights.

Calibr.UK is a trading name of First Kill Ltd.

Starting a return

Before returning an item, please request a return through your order.

Click “View Your Order” in your order confirmation email and log in using the email address used to place your order. You do not need a password. A one-time login code will be sent to your email address.

You will find the option to start a Return within your order information.

Once your return request has been submitted, we will contact you with return instructions.

Please do not send an item back before requesting a return.

If you have any questions, contact us at hq@calibr.uk.

Change of mind

For online purchases, you have a legal right to cancel your order without giving a reason within 14 days of receiving your goods.

After telling us that you wish to cancel, you should return the goods within a further 14 days.

In addition to your statutory rights, calibr offers an extended change-of-mind return period. You may request a return within 30 days of receiving your order, subject to the conditions below.

For returns made outside the statutory 14-day cancellation period, items must be:

• unworn and unused;
• unaltered;
• in a condition suitable for resale; and
• returned with their original packaging and any supplied inserts or accessories.

During the statutory cancellation period, you may handle an item as reasonably necessary to inspect it in the same way that you could in a shop. We may make a reasonable deduction from your refund if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item to us.

We strongly recommend using a reliable, tracked postal or courier service and retaining proof of postage until your return has been completed.

The item remains your responsibility until it reaches us.

If goods are faulty, damaged, incorrect or otherwise do not meet your statutory rights, different rules apply and we will cover reasonable return costs where appropriate.

Refunds

Once we receive your return, we will inspect it and process any refund due.

Refunds will be made to the original payment method.

For cancellations made under your statutory 14-day cancellation right, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery service, any additional amount paid above the cost of standard delivery will not normally be refunded.

Where a return is made under our voluntary 30-day change-of-mind policy after the statutory cancellation period has expired, the original delivery charge is not refundable.

We will process refunds without undue delay and, where applicable, within the time limits required by UK consumer law. Your bank or payment provider may take additional time to show the refund in your account.

Incorrect size

Please check the sizing information provided on the product page carefully before ordering.

If you are unsure which size to order, contact us at hq@calibr.uk before placing your order.

If you order the wrong size and would like to change it, please request a return using the process above.

Unless we specifically arrange an exchange with you, the original item should be returned for a refund and a new order placed for the required size.

Incorrect-size returns are treated as change-of-mind returns unless there is an error with the item supplied by us.

Faulty, damaged or incorrect items

Please inspect your order when it arrives.

If an item arrives damaged, faulty, or is different from what you ordered, contact us at hq@calibr.uk as soon as reasonably possible.

Please provide:

• your order number;
• a description of the problem; and
• photographs or video where these help demonstrate the issue.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Your statutory rights may entitle you to a refund, repair or replacement depending on the circumstances and when the fault becomes apparent.

Nothing in this policy limits those rights.

Please do not return a faulty or damaged item before contacting us. We will provide return instructions and, where appropriate, arrange or reimburse reasonable return postage.

If a replacement has been agreed but the item is out of stock, we will discuss the available options with you, which may include waiting for a restock or receiving a refund.

Product problems occurring after delivery

If your item develops a problem after you have received and used it, please contact us at hq@calibr.uk.

Provide your order details along with a description, photographs or video showing the issue where appropriate.

We will assess the issue and provide the remedy required under your statutory consumer rights.

Normal wear and tear, accidental damage, misuse, or damage caused by failing to follow reasonable product care instructions is not considered a product fault.

Gifts

If you received an item as a gift and would like to return it because of a change of mind or incorrect size, the relevant terms above apply.

Unless otherwise agreed, refunds will be returned to the original payment method used to purchase the item.

If a gift is faulty or damaged, please contact hq@calibr.uk and we will explain the available options.

Return address

Approved returns should be sent to:

Calibr Returns
PO Box 1831
Queenstown 9348
New Zealand

Please request your return before sending anything to this address so that we can identify and process your return correctly.

Customers returning an item because of a change of mind are responsible for return postage costs.

Your statutory rights

This returns policy is in addition to your statutory consumer rights and does not replace or restrict them.

UK customers may have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including rights relating to online cancellations and faulty goods.