Returns & Refunds
This page separates normal returns, problem-goods returns and EU statutory withdrawal so that the applicable costs, process and refund rules are clear.
At a Glance
Change-of-Mind / Normal Return
For eligible non-defective returns such as change of mind, no longer wanted, size preference or personal preference, contact support@qavryo.com within 14 calendar days after receipt.
The customer pays the return shipping cost.
Defective / Damaged / Incorrect / Incomplete
If the item is damaged, defective, incorrect or the order is incomplete, contact support@qavryo.com. For eligible problem-goods returns, the merchant bears the applicable return shipping cost.
EU Statutory Withdrawal
Where EU distance-selling consumer rules apply, a consumer generally has a 14-day statutory right of withdrawal from receipt of the goods without having to provide a reason. This statutory right is separate from the normal commercial return policy described above.
For a normal statutory withdrawal, the customer bears the return shipping cost where that responsibility was clearly disclosed before purchase. Where applicable EU consumer law requires it, the standard original delivery cost paid for the order will also be refunded. If the customer selected a delivery service that was more expensive than the least expensive standard delivery option offered, the supplementary amount above that standard cost may be excluded where applicable law permits.
Request the return
Contact support@qavryo.com within the applicable return or withdrawal period and identify the order and item.
Receive return instructions
Customer support will provide the applicable return steps and return address. The registered business address is not automatically the return address.
Send the goods back
Follow the return instructions and keep reasonable shipping evidence. Under EU statutory withdrawal, goods should be returned within the period required by applicable law.
Refund or exchange
Once the return reaches the applicable stage for the requested remedy, we process the refund or exchange subject to this policy and mandatory law.
Return condition
For normal change-of-mind returns, we may require goods to be unused, unworn, unwashed, in original condition and with original tags where applicable.
For EU statutory withdrawal, consumers may inspect goods to the extent reasonably comparable to inspection in a physical store. Diminished value resulting from handling beyond that may be addressed as permitted by law.
Exchanges
Direct exchanges are supported. For normal exchanges, the customer pays both return shipping and replacement-item shipping. For damaged, defective, incorrect or incomplete goods, the merchant pays applicable return and replacement shipping costs.
Refund timeline
For returns handled under the normal commercial return policy, after returned goods are received and the necessary review is completed, approved refunds have an internal merchant processing target of within 7 business days. Banks, card issuers or payment providers may need additional time to display funds.
For an applicable EU statutory withdrawal, refunds follow the mandatory statutory deadline. Where applicable law permits, the merchant may withhold the refund until the returned goods are received or the customer provides evidence that the goods have been sent back, using the condition permitted by law. The 7-business-day internal target does not extend, reduce or replace any mandatory statutory deadline.
Refund method
Approved refunds are generally returned to the original payment method.
Return exceptions where applicable
If clearly personalised, custom-made or made-to-order products are offered in the future, such goods may fall within a statutory withdrawal exception where applicable law permits. This does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
Statutory rights
Nothing in this policy limits mandatory statutory consumer rights. Where mandatory consumer law provides greater or different rights, that law prevails.
