Refund policy

Returns & Refunds

We want you to feel confident in your purchase. If something isn’t right, we’ll do our best to resolve it quickly and fairly.


Your Right to Cancel (UK Law)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason.

You then have a further 14 days to return the item.

To exercise this right, please contact us at:
quaidnce@gmail.com


Our 30-Day Returns Policy

In addition to your legal rights, we offer a 30-day return window from the date you receive your order.

To be eligible for a return:

  • Items must be unused and in their original condition
  • Returned in original packaging
  • Proof of purchase is required


Non-Returnable Items

Due to the nature of our products, the following items cannot be returned unless faulty:

  • Personalised items
  • Perishable goods (such as food items)
  • Hygiene or personal care products

If you are unsure, please contact us before placing your order.


Damaged, Faulty, or Incorrect Items

Please inspect your order upon arrival.

If your item is:

  • Damaged
  • Faulty
  • Incorrect
  • Not as described

please contact us within 24 hours of delivery at:
quaidnce@gmail.com

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund.

We may request photo evidence to help resolve the issue as quickly as possible.


Return Process

To start a return, please contact us at:
quaidnce@gmail.com

Returns should be sent to:
182-184 High Street North, Office 18318, London, E6 2JA

  • Customers are responsible for return shipping costs.

    If your item arrives damaged, faulty, or incorrect, we will cover the cost and resolve this as quickly as possible.

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit


Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Typically within 5–10 working days

Please note that processing times may vary depending on your bank or payment provider.


Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original order and place a new order.


Delivery Issues (Aligned with Shipping Policy)

We remain responsible for your order until it has been delivered to you, a safe place, or a person identified by you.

If your order is:

  • Delayed
  • Lost
  • Marked as delivered but not received

please contact us and we will investigate with the courier and resolve the issue as quickly as possible.


Incorrect Address

Please ensure all delivery details are correct when placing your order.

We cannot be held responsible for delays or losses caused by incorrect or incomplete addresses provided at checkout.