Refund and Returns Policy

REFUND & RETURNS POLICY

QUOYO approaches returns and refunds with clarity, fairness, and operational discipline. This policy explains the conditions under which items may be returned, exchanged, refused, or refunded when purchased through the QUOYO website or affiliated digital channels.

01. GENERAL PRINCIPLE

We want every order to arrive exactly as expected. If an item does not meet that standard, eligible products may be returned in accordance with the conditions set out below.

Returned items must be sent back in original condition, unused, unaltered, and with all original packaging, tags, protective materials, and accessories included.

02. RETURN WINDOW

Eligible items may be returned within 14 days from the date of delivery, unless a different period is expressly stated on the product page or required by applicable law.

After this period, returns may no longer be accepted.

03. CONDITIONS FOR ACCEPTED RETURNS

To qualify for return, an item must:

• be unused and in original condition;
• show no signs of wear, damage, modification, or misuse;
• be returned with original tags, packaging, dust bags, inserts, and any included components;
• be accompanied by valid proof of purchase.

QUOYO reserves the right to reject returns that do not meet these conditions.

04. NON-RETURNABLE ITEMS

The following items may not be eligible for return unless defective or required by law:

• custom-made or personalized items;
• made-to-order or limited production pieces clearly identified as final sale;
• items altered at the customer’s request;
• gift cards, digital products, or non-physical services, where applicable;
• products returned without original packaging or in damaged condition caused after delivery.

05. DAMAGED, FAULTY, OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, you must contact QUOYO as soon as possible and preferably within 48 hours of delivery.

Please include:

• your order number;
• a short description of the issue;
• clear photographs of the item, packaging, and shipping label where relevant.

Once reviewed, QUOYO will determine the appropriate resolution, which may include replacement, repair, store credit, or refund.

06. HOW TO REQUEST A RETURN

To request a return, contact QUOYO through the official contact channel listed on the website and include your order details.

If the return is approved, you will receive instructions for the next steps, including the return address and any required shipping procedure.

Returns sent without prior authorization may be refused.

07. RETURN SHIPPING

Unless the item is faulty, incorrect, or otherwise covered by mandatory legal protection, return shipping costs are the responsibility of the customer.

Customers are responsible for ensuring that returned items are packaged securely and shipped using a traceable method where appropriate.

QUOYO is not responsible for return parcels lost or damaged in transit before receipt.

08. INSPECTION AND APPROVAL

All returned items are subject to inspection once received. Approval of a refund or exchange is granted only after verification that the return complies with this policy.

If a returned item does not meet the required conditions, QUOYO may refuse the return and send the item back to the customer.

09. REFUNDS

If a return is approved, the refund will be issued using the original payment method unless otherwise agreed.

Refunds may take several business days to appear, depending on your payment provider or financial institution.

Original shipping fees may be excluded from the refund where permitted by applicable law, unless the return results from an error attributable to QUOYO.

10. EXCHANGES

Exchanges may be offered subject to stock availability and product eligibility. Where an exchange is not possible, QUOYO may instead offer a refund or store credit.

11. PRE-ORDERS AND MADE-TO-ORDER ITEMS

Where products are offered on a pre-order or made-to-order basis, additional conditions may apply. Those conditions will be stated on the relevant product page or at checkout and will form part of the purchase terms for that item.

12. STORE CREDIT

In some cases, QUOYO may offer store credit as an alternative to refund, where lawful and agreed with the customer.

13. POLICY UPDATES

This Refund & Returns Policy may be updated from time to time to reflect operational, legal, or commercial changes. The latest version will always be published on this page.