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Returns Policy

Returns and Refunds, Exchange and Cancellation Policy


At Qandii, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your products, please review our policy below to understand your options for returns and refunds.

 

Returns


1. Eligibility for Return

You may return products within 14 days of receipt, provided the item is unused, unopened, and in its original packaging. For reasons of hygiene, opened or used beauty products (including skincare, makeup, and hair care) are not eligible for return unless the return is a result of a shipping error.

2. How to Initiate a Return

To begin a return, follow these steps:

  1. Navigate to the "Orders" section of your account.
  2. Locate the specific order containing the item you wish to return.
  3. Select the "Return Product" option next to the item. Note: If the 14-day return window has expired, this option will not be available, and the item cannot be returned.

Once you submit your request, we will send a return authorization and instructions on how to ship the product back to us within 48 hours.

3. Inspection and Refund Process

Upon receiving your returned item, we will inspect it to confirm its condition. We will then notify you of the approval or rejection of your refund. If the product does not comply with the policy stated in Clause 1, the refund request will be rejected, and the item will be returned to you.

4. Refund for Sale Items

Only regular-priced items are eligible for a refund. Sale or discounted items cannot be refunded but may be exchanged for store credit as per our exchange guidelines.

5. Refund Method

Refunds will be processed based on your original payment method:

●    Credit Card Payments: The refund will be issued to the original credit card used for the transaction, minus a 10% transaction fee and the original shipping cost. Please allow up to 30 days for the refund to appear on your statement, as processing times are subject to the policies of your credit card company.

●    Cash on Delivery (COD) Payments: The refund amount, minus the original shipping cost, will be credited to your Qandii account as store credit for future purchases.

6. Defective or Damaged Items

If you receive a defective or damaged item, you must contact us immediately within 24 hours of delivery. Please email us at customer.servicedxb@qandii.com with your order number and photos of the damaged product. We will promptly address the issue by offering a replacement or a full refund.

7. Shipping Costs for Returns

Customers are responsible for all return shipping costs, except in cases where the item is defective or the return is a result of an error on our part.

 

Exchanges


1.  Eligibility for Exchange

You may request an exchange for a product within 14 days of receipt, provided the item is unused, unopened, and in its original packaging. All exchanges are subject to the same eligibility conditions as returns and are dependent on the availability of the requested item.


2.  How to Initiate an Exchange request?

To begin an exchange request, follow these steps:

  1. Navigate to the "Orders" section of your account.
  2. Locate the specific order containing the item you wish to return.
  3. Select the "Exchange Product" option next to the item.
  4. A form will appear where you must provide the reason for the exchange and specify the desired replacement item.

Note: The exchange option will not be available after the 14-day window has expired.

3. Inspection and Exchange Process

●    Once your exchange request is received, our Customer Support team will verify the availability of the requested item. If it is available, we will send a return authorization and instructions on how to ship the product back to us for inspection within 48 hours. If the item is not available, your request will be rejected.

●    Upon receiving the item, we will inspect it to confirm its condition. We will then notify you of the approval or rejection of your exchange. If the product does not meet the eligibility criteria outlined in Clause 1, the exchange request will be rejected, and the item will be returned to you.

●    If the exchange is approved, we will ship the new product to you within 48 hours of the approval date. Your order details will be updated in our system to reflect the new item.

4. Price Differences

Any price difference will be handled as follows:

●    Lower-Priced Item: If the new item is less expensive than the original, the difference will be credited to your account as store credit.

●    Higher-Priced Item: If the new item is more expensive, the additional amount will be collected via cash on delivery when the new product is delivered to you.

Non-Returnable Items

Due to health and hygiene regulations, we do not accept returns on the following items:

●    Opened makeup products

●    Skincare products that have been opened or used

●    Hair care products that have been used

●    Gift cards

 

Order Cancellations


1. Cancellation Policy: Orders may only be canceled while their status is "Being Prepared." Once an order's status changes to "Available for Shipment," it is no longer eligible for cancellation.

2. How to Initiate an Order Cancellation Request?

To begin an Order Cancellation request, follow these steps:

  1. Navigate to the "Orders" section of your account.
  2. Locate the specific order containing you wish to cancel.
  3. Select the "Cancel Item" or “Cancel Order” option (You can cancel a full order or a specific item in the order).
  4. The order or product will be cancelled.

Note: The cancellation option will not be available if the status of the order has turned to Available for Shipment.

3. Refund Method

Refunds will be processed based on your original payment method:

●    Credit Card Payments: The refund will be issued to the original credit card used for the transaction, minus a 10% transaction fee. Please allow up to 30 days for the refund to appear on your statement, as processing times are subject to the policies of your credit card company.

●    Cash on Delivery (COD) Payments: As payment has not been collected, a refund is not applicable in this case.

Contact Us

If you have any questions or need assistance with your return, refund, or exchange, please feel free to reach out to our customer service team at : +97165664803