Cancellation & Returns Policy
Cancellation & Returns Policy
Last updated: 2 August 2026
This policy applies to purchases made by consumers through the Calma Vita online store. It does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied products.
1. Right of Withdrawal
You have the right to withdraw from your purchase without giving any reason within 14 calendar days.
The withdrawal period begins on the day after:
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you, or a third party nominated by you other than the carrier, take physical possession of the goods;
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you receive the last item, where several items from one order are delivered separately; or
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you receive the last instalment or piece, where one item is delivered in several instalments or pieces.
To meet the withdrawal deadline, it is sufficient for you to submit or send your withdrawal declaration before the 14-day period expires.
Withdraw online
You can exercise your right of withdrawal using our online withdrawal function:
After completing the online withdrawal form, you will be asked to confirm your decision. We will then send you an acknowledgement by email without undue delay. The acknowledgement will include the content of your withdrawal declaration and the date and time it was submitted.
You may also exercise your right of withdrawal by sending us an unequivocal statement by email or post informing us of your decision to withdraw from the contract.
You may use the model withdrawal form provided below, but its use is not mandatory.
Contact details
FTL Next GmbH
Premgasse 29
1230 Vienna
Austria
Email: info@calmavita.com
2. Returning the Products
After notifying us of your withdrawal, you must return the products without undue delay and no later than 14 calendar days from the date on which you informed us of your decision.
The return deadline is met if you send the products before the 14-day return period expires.
Before returning a product:
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Contact us at info@calmavita.com or use the online withdrawal function.
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We will provide you with the applicable return instructions and return address.
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Package the product carefully to prevent damage during transport.
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Where possible, include your order number or order confirmation so that we can identify your return.
Please do not send products to our registered office unless we have confirmed that address as the appropriate return address.
You are responsible for the direct cost of returning the products unless:
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the product is faulty or damaged;
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you received an incorrect product; or
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we have expressly agreed to cover the return costs.
3. Condition of Returned Products
You may inspect a product in the same way as you would reasonably be permitted to inspect it in a physical shop.
You are responsible only for any reduction in the product’s value resulting from handling that goes beyond what is necessary to establish its nature, characteristics and functioning.
For candles, lighting, burning or otherwise using the candle will normally go beyond what is necessary to inspect it and may result in a reduction of the refund to reflect the diminished value of the product.
Products should be returned securely packaged. Returning the original packaging is preferred where it is still available, but the absence of the original packaging does not by itself remove your statutory right of withdrawal.
An invoice or order confirmation is helpful for identifying the purchase but is not a condition for exercising your statutory right of withdrawal.
4. Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply to products that:
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have been made to your specifications;
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have been clearly personalized for you; or
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fall within another applicable statutory exception to the right of withdrawal.
A standard Calma Vita candle is not excluded from the right of withdrawal merely because its external packaging has been opened.
5. Refunds
If you withdraw from the contract, we will reimburse all payments received from you in relation to the withdrawn purchase, including the cost of our least expensive standard delivery option.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, we are not required to reimburse the additional delivery cost.
We will process the reimbursement without undue delay and no later than 14 calendar days after the day on which we are informed of your decision to withdraw.
We may withhold the reimbursement until:
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we have received the returned products; or
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you have provided evidence that you sent the products back,
whichever occurs first.
The refund will be made using the same payment method that you used for the original transaction, unless you expressly agree to another method. You will not incur any fees as a result of the reimbursement.
Where the returned product has diminished in value because it was handled beyond what was necessary to inspect it, we may make an appropriate deduction from the refund.
6. Faulty, Damaged or Incorrect Products
The statutory right of withdrawal is separate from your rights where a product is faulty, damaged or does not correspond to your order.
Please contact us at info@calmavita.com and provide:
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your name;
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your order number;
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a description of the problem; and
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photographs of the product and packaging, where relevant.
Where the product is faulty, damaged or incorrectly supplied, we will provide appropriate instructions and cover reasonable return costs where required by law.
7. Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract using this method.
To:
FTL Next GmbH
Premgasse 29
1230 Vienna
Austria
Email: info@calmavita.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Product or products:
Order number, if available:
Ordered on:
____ / ____ / ______
Received on:
____ / ____ / ______
Customer name:
Customer address:
Customer email:
Signature:
Only required if this form is submitted on paper.
Date:
____ / ____ / ______
8. Customer Support
For questions concerning withdrawals, returns, refunds or faulty products, contact: