Refund & Returns Policy

We want you to love your purchase. But if, for any reason, you’re not completely satisfied, we’re here to help with a straightforward return process. Here’s everything you need to know:

Contact Information:

Email: support@quenlo.com
Phone: 646-413-6137
Address: 4080 Broadway Ste 133, New York, NY 10032

Return Window

You can return your order within 30 days from the delivery date. This gives you ample time to review your purchase without any rush.

How to Initiate a Return

  • Contact Us: Simply email our Customer Support at support@quenlo.com with your order number and a brief reason for your return.
  • Return Authorization: Once we review your request, we will email you detailed instructions and a prepaid return shipping label (if applicable).

Preparing Your Return

  • Packaging: Place the item securely in its original packaging, with all tags and labels intact.
  • Documentation: Include the return authorization form along with any supporting documentation.
  • Shipping: Use the prepaid label provided or follow the shipping instructions outlined in your return email.

Return Scenarios

  • Change of Mind: Items must be returned unused, undamaged, and in their original packaging.
  • Defective or Damaged Goods: If your product is defective, damaged, or incorrect, contact us immediately. We will cover return shipping costs and arrange for a replacement or refund.
  • Non-Delivery Issues: If your order hasn’t arrived, please contact us so we can initiate a courier investigation. If unresolved, we will work with you on a refund or replacement.
  • Incorrect Items: If you receive the wrong product, contact us, and we will cover the return shipping cost and send the correct product.
  • Order Cancellation: Orders can be cancelled before shipment. If shipped, the return process applies.
  • Exchanges: We do not accept exchanges

Refund Processing

  • Inspection: Once we receive your return, our team will inspect the item and notify you of the outcome within 7 business days.
  • Refund Timeline: Approved refunds will be processed to your original payment method within 7 business days after inspection.

Non-Returnable Items

  • Custom or personalized products.
  • Hygiene-related items (unless unopened and unused).
  • Please note that any products marked as “Final Sale” on the product page are not eligible for return.

Our Promise

We are committed to providing a smooth and transparent return process, ensuring you’re informed every step of the way. If you have any questions or need assistance, please reach out to us using the contact information provided above.

Legal Rights

This policy does not affect your statutory rights under applicable laws.

Questions?

Visit our FAQ page or contact us at support@quenlo.com