We value your satisfaction and want to ensure that you have a positive shopping experience. To provide transparency and clarity, we have established the following Return & Refund Policy:
Eligibility for Returns: Most items purchased from Qonooz are eligible for returns within 14 days from the date of delivery. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.
Return Process: To initiate a return, please contact our customer support team within the specified return period. Our customer support team will guide you through the return process, including providing you with a return authorization and instructions for packaging and shipping the item back to us. It is important to ensure that the item is securely packaged to prevent damage during return shipping.
Refund Options: Upon receiving and inspecting the returned item, we will assess its condition to determine eligibility for a refund. If the return is approved, we offer the following refund options:
- Refund to the original payment method: If the item is eligible for a refund, we will issue a refund to the same payment method used for the original purchase.
- Store credit: If preferred, we can provide a store credit equivalent to the value of the returned item, which can be used for future purchases on our website. Please note that the refund amount may be adjusted to account for any discounts, promotions, or shipping fees that were applied to the original purchase.
Return Shipping Costs & Restocking Fees: If the return is due to our error (e.g., wrong item shipped, damaged item), we will cover the return shipping costs and any restocking fees. If the return is due to reasons beyond our control (e.g., customer preference, change of mind), the customer is responsible for the return shipping costs + any applicable surcharges or restocking fees.
Non-Returnable Items: Certain items may be excluded from our standard return policy for hygiene, safety, or regulatory reasons. These items include but are not limited to:
- Perishable goods
- Personal care items
- Software or downloadable products
Timeframe for Refunds: Once we have received the returned item and it has been approved, we will process the refund within 5-7 working days. The time it takes for the refund to reflect in your account may vary depending on your financial institution or payment provider.
