Return and Exchange Policy (Standard)

All items sold at certifiedcalm.com go through standard quality control procedures. We inspect every item before it is shipped. It is further understood that by purchasing from our site that you accept and understand these policies.

However, there are rare times when orders are incorrectly shipped, mishandled, are only partially fulfilled, or due to special circumstances you are granted a change of mind exchange, etc. If you have a need to return or exchange products we sold you due to any of the above reasons, please see the following instructions and guidelines:

  1. We reserve the final right to deny inter-channel returns/exchanges i.e. from web to store, store to web due to current operational constraints. The customer is understood to bear all the risks and liabilities for handling goods being returned to Certified Calm. Certified Calm is not liable for any damages or mishandlings that occur if and when goods are being returned to us. This policy only applies to website transactions. Store transactions follow our general store policies given current operational constraints.

  2. Items sold at certifiedcalm.com can be returned for an exchange in our Certified Calm stores or through the website up to 7 days from the order receipt date as reflected in our system. Submission of concern within 7 days DOES NOT guarantee that your item will be exchanged. In the absence of any statements to the contrary, our return/exchange policy is only valid assuming all the ff. conditions are met: (1) ⁠valid proof of purchase is presented, (2)⁠ product has not been used and shows no signs of damage, (3) tags and all packaging is still intact, (4) upon explicit written approval of our store and web team (you will receive notice thru info@certifiedcalm.comor shop@certifiedcalm.com ONLY!)

    Date and time cut-offs for exchanges shall follow Certified Calm store operating hours.

    For example, if you ordered an item on January 1, 2026 at 12:30 PM, and our system shows that you received it on January 4, at 10:00 AM, you are allowed to exchange the item until January 11 end of day, following our general Certified Calm physical store hours for that day. End of day shall mean the time when our stores close for that particular day. All returns or exchange requests or attempts after that day and time shall not be honored. The end of day schedule followed for returns and exchanges shall be the shortest physical store schedule possible on that day.

  3. Customers who wish to return or exchange must bear all logistical costs for that return or exchange — especially for provincial or intercity returns or exchanges. 

  4. In the case of purchases that show defects or damages, please provide proof that such defects or damages were there upon receipt and prior to use. For references to what may constitute as a defective or damaged product, please refer to this Klean Kanteen Warranty page or this Manduka Warranty page, or email us at info@certifiedcalm.com. We will not honor defect and damage claims due to shipping or courier mishandling without this requested proof on your end, and reserve the final right to deny such claims at our discretion.

  5. Certain items are NOT returnable, refundable, nor exchangeable, unless Certified Calm states otherwise or grants approval, due to hygienic reasons: (1) socks, (2) apparel.

  6. For exchanges involving goods with different prices, we will honor and value exchanges only for the NET PURCHASE PRICE PER ITEM inclusive of discounts paid by the customer. Unless otherwise stated or approved to the contrary, exchanges can only be items of equal value/amount. ⁠⁠If customer wishes to exchange their purchase for an item of a higher purchase value, they will be asked to pay the price difference. We strongly discourage customers from exchanging their purchase for an item of a lower value because we cannot guarantee store credits as of now given operational constraints within our website.

  7. If the items shipped are defective or different from the ones you ordered, please email us at info@certifiedcalm.com or shop@certifiedcalm.com and we will provide you with instructions there on how to proceed.

  8. Exchanges will be processed within 7 to 14 working days from the date of approval.

  9. These online return/exchange policies ONLY apply to items bought through the Certified Calm webstore. ⁠For items bought through Shopee and Lazada, we will only honor returns and exchanges in accordance with marketplace policies and channels.

Refund, Return, and Exchange Policies (Defects and Damages)

Refund Policy

We currently operate our website on a lean basis with minimal headcount. For the time being, refunds will only be issued for items that are out-of-stock and/or that are demonstrated to have been mishandled with ample proof i.e. clear evidence that damage and mishandling was not due to normal use or wear and tear. Exceptions can be made on a case to case basis, but only if explicitly stated otherwise or approved by our customer service team.

For any and all items and refund/return/exchange appeals, Certified Calm has the sole and final discretion as to any and all approvals or rejections.

Exchange Instructions

We may accept exchanges for items that meet eligibility requirements. Aside from the terms stated above and in the previous section regarding standard returns and exchanges, please note the following:

  1. Sale items, limited release items, and items bearing any signs of normal wear and tear are generally not exchangeable unless they are deemed eligible under our general warranty guidelines which you can access for Klean Kanteen here, and for Manduka here.
  2. As much as possible, items must be in the condition you originally received it in, with swing tags and labels remaining attached and undamaged.
  3. As with guidelines above, please also note that shipping costs for such exchanges are the customer’s responsibility, except in special circumstances.
  4. For any and all items and refund/return/exchange appeals, Certified Calm has the sole and final discretion as to any and all approvals or rejections.

Exchange instructions and notes

Before proceeding with any exchange, please email us at info@certifiedcalm.com to get clearance and specific instructions on how to proceed. As a general rule, unless otherwise specified, we do not accept walk-ins for website or general online to offline exchanges in any of our physical locations.

Faulty or incorrectly delivered items

‎We take great care in ensuring product quality. If you receive a faulty or incorrect item, please contact us at info@certifiedcalm.com for assistance. Please ensure to document clearly the condition in which the product is/was received. If we are able to ascertain that the mistake, error, or defect is on us, we will coordinate a replacement with you through email.