Refund policy

Thank you for shopping with Kalcho The Culture.

We want you to be satisfied with your order. Because many of our products are made-to-order and fulfilled through print-on-demand partners, please read this policy carefully before requesting a return or refund.

1. Return Eligibility

We accept returns, replacements, or refunds only in the following cases:
- The item arrives damaged
- The item is defective
- You received the wrong item
- The item has a print/manufacturing error

To be eligible, you must contact us within 14 days of delivery.

2. Non-Returnable / Non-Refundable Situations

We do not accept returns or refunds for:
- Wrong size selected by the customer
- Change of mind / no longer wanted
- Minor color differences caused by screen display settings
- Incorrect shipping address provided by the customer
- Items that have been worn, washed, or used
- Custom or personalized items (if applicable)

Please check the size chart carefully before placing your order.

3. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us at:
kalchotheculture@gmail.com

Please include:
- Your order number
- Your full name
- A short description of the issue
- Clear photos of the item and the issue (required for damaged/defective/wrong item claims)

Without photo evidence, we may not be able to process your claim.

4. Resolution Options

If your claim is approved, we may offer one of the following:
- A replacement item (free of charge)
- A partial refund
- A full refund

The resolution depends on the type of issue and product availability.

5. Return Shipping Costs

If the return/refund is due to our error, a damaged item, or a defective item, we will cover the cost or issue a refund/replacement without requiring return shipment where appropriate.

If the issue is not due to our error, return shipping costs (if a return is accepted) are the responsibility of the customer.

6. Refund Processing Time

Once your request is reviewed and approved, refunds are usually processed within 5–10 business days to your original payment method.

Please note that your bank or payment provider may take additional time to post the refund.

7. Cancellations and Order Changes

Because our products may go into production shortly after an order is placed, we cannot guarantee cancellations or changes after purchase.

If you need to request a change, contact us as soon as possible at kalchotheculture@gmail.com and we will do our best to help.

8. Failed Delivery / Incorrect Address

If an order is returned due to an incorrect or incomplete shipping address provided by the customer, the customer may be responsible for reshipping costs.

Please make sure your shipping details are correct before completing checkout.

9. Contact

If you have any questions about returns or refunds, contact us at:

Kalcho The Culture
Email: kalchotheculture@gmail.com
Phone: +43 664 165 9066
Location: Vienna, Austria