Return Policy

At Quexvel, we take pride in the quality of our handcrafted home decor items. We want you to be completely satisfied with your purchase. Please read our return policy carefully to understand your options if you're not entirely happy with your order.

Returns and Exchanges

We accept returns and exchanges within 14 days of delivery, provided that:

• Items are in their original condition and unused
• Items are in their original packaging
• You have proof of purchase (order confirmation or receipt)

Please note that due to the unique handcrafted nature of our products, slight variations in color, texture, and size are not considered defects and are not valid reasons for returns.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Custom or personalized orders
• Sale items (unless defective)
• Gift cards
• Items that have been used, altered, or show signs of wear

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 3 days of delivery. Please include:

• Your order number
• A description of the damage or defect
• Photos clearly showing the issue

We will arrange for a replacement or refund as soon as possible. In some cases, we may ask you to return the damaged item to us using a prepaid shipping label that we will provide.

Return Process

To initiate a return or exchange, please follow these steps:

1. Contact us at info@quexvel.world with your order number and reason for return
2. Wait for our confirmation and return instructions
3. Package the item securely in its original packaging if possible
4. Ship the item to the address provided in our return instructions

Please note that return shipping costs are the responsibility of the customer unless the item is defective or was shipped incorrectly.

Refund Process

Once we receive and inspect your return, we will notify you of the status of your refund:

• If approved, your refund will be processed within 5 business days
• Refunds will be issued to the original payment method used for the purchase
• Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account

Shipping costs are non-refundable unless the item was defective or we made an error.

Exchanges

If you would like to exchange an item for a different size, color, or product, please follow the return process above and specify your exchange request. If the exchange item costs more than your original purchase, you will be responsible for paying the difference. If it costs less, we will refund the difference.

International Returns

We accept international returns. However, please note that:

• International return shipping costs are the responsibility of the customer
• You are responsible for any customs fees, taxes, or duties that may be incurred during the return shipping process
• International returns may take longer to process

Late or Missing Refunds

If you haven't received your refund within the timeframe mentioned above, please check your bank account again and then contact your credit card company or bank, as it may take some time for the refund to be officially posted.

If you've done this and still haven't received your refund, please contact us at info@quexvel.world.

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded unless they are defective.

Contact Us

If you have any questions about our Return Policy, please contact us at:

Quexvel
42 Karori Road
Wellington 6012
New Zealand
Email: info@quexvel.world
Phone: +64 4 889 3275