Cancellations, returns and refunds

Cancelling an order

You can cancel an order (withdraw from the purchase) even before it arrives.

If you cancel the whole order before we dispatch it, we refund everything you paid, including shipping, within 3 business days of the day you ask to cancel.

If you cancel after dispatch, we take the item back through the return process below and then refund you.

We’ll explain how to cancel, and until when you can cancel online yourself, before ordering opens.

Change-of-mind returns (withdrawal)

Even if you’ve simply changed your mind, you can withdraw from a purchase and return it within 7 days of receiving it.

We’ll explain how to request a return and where to send it before ordering opens.

Items that differ from the listing or your order

If an item differs from its listing or advertising, or from what was agreed, you can return it within 3 months of receiving it and within 30 days of when you found out or could have found out.

This applies regardless of the limits below, and we pay the return shipping.

When change-of-mind returns are limited

A change-of-mind return may be refused in these cases.

The item was lost or damaged through your fault. Opening the packaging to check the contents does not count.

Using or partly consuming the item, such as eating food or opening and using cosmetics, has significantly reduced its value.

The item has lost so much value over time that it can no longer be resold.

We clearly show which items have these limits in advance, in a place that is easy to see, such as the product page. If we haven’t, we won’t refuse a return because the item was used or time has passed.

Return shipping costs

For a change-of-mind return, you pay the actual cost of sending the item back. We’ll publish this cost before ordering opens.

We haven’t yet decided who bears the original order’s shipping cost on a change-of-mind return, including for free-shipping orders. We’ll confirm this before ordering opens.

If the item is faulty or we sent the wrong item, we pay the return shipping.

We don’t charge fees such as storage, packing or cancellation fees.

Refunds

We refund within 3 business days of receiving the returned item.

If we can’t supply an item you ordered, we’ll tell you promptly and refund you, or take the steps needed to refund you, within 3 business days of your payment.

Partial cancellations and returns

We haven’t yet decided how shipping is recalculated when only part of an order is cancelled or returned. We’ll confirm this before ordering opens.

Contact

Cancellation and return requests and enquiries: support@quokkamall.com