Shipping, Returns and Refund Policy

SHIPPING

All orders include tracked delivery. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Estimated delivery times are displayed during checkout or included in your order confirmation. Delivery times may vary depending on the destination, local carrier operations, public holidays and other circumstances outside our control.

Please ensure that your delivery address is complete and accurate before submitting your order. We cannot guarantee that an address can be changed after an order has been dispatched.

If your tracking information has not updated for an extended period, or your order appears to be lost in transit, please contact our Customer Support team. We will investigate the shipment with the carrier and provide a replacement or refund when appropriate.

If your tracking information shows that the order has been delivered but you have not received it, please check with household members, neighbours and the local delivery carrier before contacting us.

HOW DO I RETURN AN ITEM?

We want you to be satisfied with your purchase. If you wish to return an item, please contact our Customer Support team within 30 days of receiving your order.

Please provide:

• Your order number

• The item you wish to return

• The reason for the return

• Photos or videos when the item is damaged, defective or incorrect

Our Customer Support team will review your request and provide the return instructions and return address.

Returns sent without prior approval may not be accepted.

Only items purchased directly from qcncln.com are eligible for return through our website. Products purchased from another retailer must be returned to the original seller.

RETURN CONDITIONS

To qualify for a standard return, the item must:

• Be unused and in its original condition

• Include the original packaging

• Include all accessories, manuals and supplied parts

• Be securely packaged for return shipping

Items showing signs of use, accidental damage, stains, missing parts or damage caused by improper handling may not qualify for a full refund.

These conditions do not limit your rights when an item arrives damaged, defective or different from what you ordered.

Personalised, customised and made-to-order products cannot normally be returned unless they arrive damaged, defective or incorrect.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order shortly after delivery.

If your product arrives damaged, defective, incomplete or different from what you ordered, please contact our Customer Support team as soon as possible.

Please include:

• Your order number

• Proof of purchase

• Clear photos or videos showing the issue

• A photo of the shipping label and packaging

• Your full delivery address

• Your contact telephone number

After reviewing the information, we may offer one of the following solutions:

• A replacement item

• Replacement parts

• A full or partial refund

• Another suitable resolution agreed with you

Approved claims for damaged, defective or incorrect items will not be charged a return or replacement fee.

Please do not dispose of the product or packaging until our Customer Support team has completed the review.

RETURN SHIPPING COSTS

For damaged, defective or incorrect items, we will cover the approved return shipping costs or provide another suitable resolution.

For returns made because the customer changed their mind, ordered the wrong item or no longer wants the product, the customer may be responsible for the return shipping costs.

Any applicable return shipping costs will be clearly communicated before the return is approved.

Original shipping charges are non-refundable unless the item was damaged, defective, incorrect or the refund is required by applicable law.

HOW LONG DOES THE RETURN PROCESS TAKE?

Once the returned item arrives at the approved return address, it will be inspected.

Please allow up to 7 business days for the inspection and return processing. We will email you once the return has been approved or if additional information is required.

WHEN WILL I RECEIVE MY REFUND?

Approved refunds will be issued to the original payment method.

After a refund has been processed, it may take approximately 5–14 business days to appear in your account. The exact processing time depends on your bank, card issuer or payment provider.

If you have not received your refund after this period, please contact your bank or card issuer first. You may then contact our Customer Support team for further assistance.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact our Customer Support team as soon as possible if you need to change or cancel your order.

Orders can be changed or cancelled free of charge before they have been packed or dispatched.

Once an order has entered the packing or shipping process, we may no longer be able to modify or cancel it. In this situation, you may request a return after receiving the order in accordance with this policy.

We do not charge a cancellation fee for orders successfully cancelled before dispatch.

DELIVERY REFUSALS AND INCORRECT ADDRESSES

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because the delivery address was incorrect, incomplete, refused or repeatedly unavailable for delivery, any additional shipping costs may be deducted from the refund where permitted by law.

Please contact us as soon as possible if you notice an error in your delivery information.

CONTACT US

For questions about shipping, returns, damaged items, cancellations or refunds, please contact our Customer Support team through the Contact Us page on qcncln.com.

Please include your order number whenever possible so that we can assist you more quickly.