Pravidlá poskytovania refundácií
14-Day Return Policy
We offer a 14-day return policy.
This means you have 14 days from the date you receive your order to request a return.
To be eligible for a return, the item must be returned in the same condition in which you received it: unworn, unused, with all original tags attached and in its original packaging. You must also provide your order number or other valid proof of purchase.
How to Request a Return
To start a return, contact us at:
Please include your order number and let us know that you would like to request a return.
Do not send an item back before contacting us and receiving return instructions from QUESENCE. Returns sent without prior approval may not be accepted.
Once your return request has been approved, we will provide you with the necessary return instructions and, where applicable, a return shipping label.
Mystery Design System
Please note that QUESENCE operates a mystery-design system.
Before placing your order, you can view all available designs on our OUR DESIGNS page and select 2 designs that you do not want to receive. Your final design is then randomly selected from the remaining designs.
By purchasing, you acknowledge and agree that you are not choosing the specific design you will receive.
Returning a product does not change the original mystery selection rules or guarantee that a future order will contain a specific design.
Your statutory consumer rights, including any applicable right of withdrawal, are not affected by the QUESENCE mystery system.
Damaged, Defective or Incorrect Items
Please inspect your order when you receive it.
Contact us as soon as possible at quesence.tm@gmail.com if your item:
- arrives damaged,
- has a manufacturing defect, or
- is different from what you ordered.
Please include your order number and, where applicable, clear photographs of the item and packaging so that we can assess the issue and provide an appropriate solution.
For defective or incorrect goods, applicable consumer rights and remedies apply, and return costs will be handled in accordance with applicable law.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, you may return your original item where permitted under this policy and applicable law, and place a new order separately.
14-Day Right of Withdrawal in the European Union
If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving the goods without providing a reason, subject to applicable legal exceptions.
The fact that QUESENCE uses a mystery-design system does not by itself remove this right.
During the withdrawal period, you may handle the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Return Shipping Costs
Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning an item when exercising the 14-day right of withdrawal, provided that we informed you of this obligation before the purchase.
If the item is defective, damaged, or incorrect, return costs will be handled in accordance with applicable consumer law.
Refunds
Once we receive and inspect your returned item, we will confirm whether the refund has been approved.
For an approved withdrawal, we will refund the payments received from you, including the cost of the least expensive standard delivery option we offered, where required by applicable law. Additional costs resulting from your choice of a more expensive delivery method are not required to be refunded.
Refunds will generally be issued using the same payment method used for the original purchase, unless otherwise agreed with you.
We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Contact
For any questions regarding returns, refunds or exchanges, please contact us at:
Your Statutory Rights
Nothing in this Return & Refund Policy limits or excludes any statutory consumer rights you may have under applicable law.