Refund policy
Return & Refund Policy — Quelova
Last Updated: May 2026
At Quelova, your satisfaction is our priority. We stand behind every product we sell and want you to shop with complete confidence. Please read this policy carefully before making a purchase.
1. Return Window
We offer a 14-day return policy from the date you receive your item. If 14 days have passed since delivery, we are unable to offer a return, exchange, or refund.
To be eligible, your return request must be submitted within this window — not the shipping date of the returned item.
2. Eligibility Conditions
To qualify for a return, your item must meet all of the following conditions:
In the same condition as when you received it
Unused and unworn — no signs of use, wear, or alteration
In its original packaging with all tags, accessories, and documentation included
Accompanied by a receipt or valid proof of purchase
Items that do not meet these conditions will be rejected and returned to the sender at their expense.
3. How to Start a Return
Do not send items back without first contacting us. Items returned without prior authorization will not be accepted and will not be eligible for a refund.
To initiate a return:
Email us at support@quelova.com with the subject line: "Return Request – Order #[Your Order Number]"
Include your order number, the item(s) you wish to return, and the reason for the return
Wait for our confirmation email (within 1–2 business days)
Follow the instructions provided — we will send you a return shipping label if your return is approved
Once we receive and inspect the returned item, we will notify you of the outcome within 3 business days.
4. Damaged, Defective, or Wrong Items
We take quality seriously. If you receive an item that is:
Defective or damaged
Different from what you ordered
Missing parts or accessories
Please contact us at support@quelova.com within 48 hours of delivery with the following:
Your order number
A clear photo or video of the issue
A brief description of the problem
We will prioritize your case and offer one of the following resolutions at our discretion:
A full replacement at no additional cost
A full refund to your original payment method
A store credit of equal or greater value
Failure to report damage or defects within 48 hours may limit our ability to offer a resolution.
5. Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
Perishable goods (food, flowers, plants, etc.)
Personalized or custom-made products
Personal care and hygiene products (beauty items, skincare, intimate products)
Hazardous materials, flammable liquids, or gases
Digital products or downloadable items
Gift cards
Sale items or items purchased with a discount code of 20% or more
Items that have been used, washed, or altered in any way
If you are unsure whether your item qualifies, contact us before purchasing.
6. Exchanges
We do not offer direct exchanges. The fastest and most reliable process is:
Submit a return request for the unwanted item following the steps in Section 3
Once your return is approved and processed, place a new separate order for the desired item
This ensures you receive your new item without delay.
7. European Union — 14-Day Cooling-Off Period
If your order is shipped to an address within the European Union, you have the legal right to cancel or return your order within 14 days of receipt, for any reason and without justification, in accordance with EU Consumer Rights Directive.
To exercise this right, your item must still be:
In its original, unused condition
In original packaging with all tags included
Accompanied by proof of purchase
To exercise your right of withdrawal, contact us at support@quelova.com within the 14-day window. Return shipping costs under this provision are the responsibility of the customer unless the item is defective or incorrect.
8. Return & Refunds
Due to the international nature of our fulfillment process, we currently do not require customers to return products.
If your item arrives damaged, defective, or significantly different from the product description, please contact us within 7 days of delivery with clear photos or videos showing the issue from multiple angles.
Once reviewed and approved by our support team, we may offer:
- A replacement product
- Partial refund
- Full refund
Refund requests without valid proof may be declined.
Please note that dissatisfaction based on personal preference, minor variations, or misuse of the product may not qualify for a refund.
9. Non-Return Policy
10. Order Cancellations
Orders may be cancelled within 12 hours of placement for a full refund, provided the order has not yet been processed or shipped.
To cancel, email support@quelova.com immediately with the subject line: "Cancellation Request – Order #[Your Order Number]"
Once an order has been shipped, it can no longer be cancelled. You may follow the return process after delivery.
11. Fraud Prevention
Quelova reserves the right to refuse returns or refunds in cases where we reasonably suspect:
Return fraud or abuse
Items that have been used and returned as new
Excessive or repeated return patterns inconsistent with normal consumer behavior
We are committed to fair and honest transactions and expect the same from our customers.
12. Contact Us
For any questions regarding returns, refunds, or exchanges, our support team is here to help:
Email: support@quelova.com
Response Time: Within 24–48 business hours (Monday–Friday)
Please include your order number in all correspondence to help us assist you faster.
This policy is subject to change without notice. The most current version will always be published on our website. Your continued use of our store following any changes constitutes acceptance of the updated policy.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
© 2026 Quelova. All Rights Reserved.