Return & Refund Policy
At qurelion.com, operated by QURELION, LLC, we want every customer to feel comfortable when purchasing our textile products. We understand that there may be occasions when an item is not quite right or when an order arrives with an unexpected issue. This Return & Refund Policy explains our return period, eligibility requirements, return process, shipping responsibilities, damaged or incorrect items, and how approved refunds are handled.
1. 30-Day Return Period
Customers may request a return within 30 days from the date the order is delivered.
We kindly encourage customers to contact us within this period if they would like to return an eligible item. Return requests received after the 30-day period generally cannot be accepted unless applicable law provides otherwise.
The 30-day period is calculated from the date shown as delivered by the applicable shipping carrier or other reliable delivery confirmation.
2. Return Eligibility and Product Condition
To help us process a return smoothly, returned textile products should remain in a condition suitable for resale.
This generally means that the item should be unused, unworn, unwashed, unaltered, and free from stains, odors, damage, pet hair, cosmetics, or other signs of use.
Where applicable, original tags, labels, accessories, and packaging should remain with the product.
We understand that customers may need to carefully inspect an item after delivery. Reasonable inspection is acceptable as long as the product is not used in a way that affects its condition or prevents reasonable resale.
If a returned item shows signs of use, washing, alteration, damage caused after delivery, or another condition that materially affects resale, the return may not qualify for a full refund, subject to applicable law.
3. How to Request a Return
Customers who would like to request a return may contact us at [email protected] within the applicable 30-day return period.
To help us review the request efficiently, the message may include:
- The order number.
- The name of the item being returned.
- The reason for the return.
- Relevant photographs if the product has a visible issue.
After reviewing the request, our customer service team will provide the applicable return instructions and, where necessary, the correct return address.
We recommend waiting for the return instructions before sending the parcel so that the return can be identified and processed correctly when it arrives.
4. Damaged, Incorrect, or Missing Items
If an order arrives damaged, contains an incorrect item, or has missing items, please contact us within 48 hours of receiving the package.
Customers may contact [email protected] and provide the order number together with a brief description of the issue and clear photographs where appropriate.
Photographs of the product, outer packaging, shipping label, or damaged area may help us review the situation more quickly.
Once the issue has been reviewed, we will work with the customer to provide an appropriate resolution, which may include a replacement, refund, or another suitable remedy depending on the circumstances and applicable law.
The 48-hour notification period helps us investigate delivery-related problems promptly and does not limit any mandatory rights available under applicable law.
5. Return Shipping Costs
For returns requested because of personal preference, fit, color preference, change of mind, or another reason not caused by an error on our part, the customer is generally responsible for the return shipping cost.
Original standard shipping charges are generally non-refundable unless the return results from an error on our part or applicable law requires otherwise.
If the return is related to a damaged, defective, incorrect, or otherwise incorrectly fulfilled item, we will review the circumstances and provide an appropriate solution. Where applicable, reasonable return shipping costs may be covered or reimbursed.
For international returns, any customs charges, taxes, or carrier fees associated with voluntarily returning an item may remain the customer's responsibility unless otherwise required by law.
6. Return Inspection and Approval
Once a returned parcel is received, we will inspect the item to confirm that it matches the approved return request and meets the applicable return conditions.
We will review the condition of the textile product, including whether it has been worn, washed, altered, damaged, or otherwise handled in a way that affects its resale condition.
If additional information is needed during the review, our customer service team may contact the customer using the contact details associated with the order.
Once the return is approved, the refund will be processed using the original payment method.
7. Refund Processing
Approved refunds are issued to the original payment method used when placing the order.
Our website accepts payments through Stripe and PayPal. Refunds for eligible orders will therefore be returned through the same payment channel originally used by the customer.
Once a refund has been approved, we will process it within 7 business days.
After the refund has been submitted by us, the time required for the funds to appear in the customer's account may vary depending on the bank, card issuer, Stripe, PayPal, or other financial institution involved.
A refund confirmation or transaction record may be provided where available. This helps maintain a clear record of the refund for both the customer and the payment provider.
We do not issue approved refunds to an unrelated payment method, different card, or third-party account, except where required by the relevant payment provider or applicable law.
8. Cancellations, Disputes, and Customer Support
If a customer has a concern regarding an order, return, refund, or payment, we encourage contacting us first at [email protected] so that our customer service team can review the matter and provide assistance.
We maintain order records, payment confirmation, shipping information, tracking details, customer communications, return records, and refund information where applicable. These records may be used to help resolve questions relating to an order or payment.
Refunds processed through Stripe or PayPal are handled through the original transaction whenever possible so that payment and refund records remain consistent.
If a payment dispute or chargeback is opened, we may provide relevant transaction, fulfillment, delivery, return, refund, and customer communication records to the payment provider for review.
Nothing in this policy is intended to restrict any non-waivable consumer rights or remedies provided under applicable law.
For additional assistance regarding a return or refund, customers may contact us at [email protected] or visit our Contact Us page.