Refund policy
REFUND & RETURN POLICY
Thank you for shopping at [QuadraLife]. We treat every piece of your order with love and care. Please read our Return & Refund Policy carefully before placing an order.
--------------------------------------------------
1. CUSTOMIZED & PERSONALIZED PRODUCTS (FINAL SALE)
--------------------------------------------------
Due to the unique nature of custom-made and personalized items (including products with custom text, birthstones, photo vials, or custom designs), ALL CUSTOM SALES ARE FINAL.
* Non-Returnable: Custom items cannot be returned, exchanged, or refunded due to buyer’s change of mind, personal preference, or incorrect information provided by the customer at checkout.
* Defect or Damage Guarantee: If your custom item arrives defective, damaged during transit, or with a customization error made on our part, we will gladly send you a FREE REPLACEMENT or issue a FULL REFUND immediately upon photo/video verification.
--------------------------------------------------
2. STANDARD (NON-CUSTOM) PRODUCTS — 30-DAY RETURN POLICY
--------------------------------------------------
For standard eligible items (non-customized), we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return:
* The item must be in its original condition: unworn, unused, with original tags, and in its original packaging.
* Proof of purchase (order number or email receipt) is required.
* Return Shipping Fee: Customers are responsible for paying all return shipping costs unless the return is due to our error. Original shipping fees are non-refundable.
--------------------------------------------------
3. HOW TO INITIATE A RETURN OR REPORT AN ISSUE
--------------------------------------------------
Step 1: Contact our customer support team at iu.uaena.kpop@gmail.com within the eligible time frame.
Step 2: Provide your Order Number, a detailed description of the issue, and clear photos/videos showing the product and packaging (especially if damaged or defective).
Step 3: Our team will review your request within 24-48 business hours. If approved, we will provide you with the return warehouse address and detailed instructions.
* IMPORTANT: Please do NOT send your purchase back to the sender address on the original shipping label without contacting us first. Unauthorized returns will not be processed.
Return Address:
[Please contact our customer support at iu.uaena.kpop@gmail.com to obtain the correct return warehouse address based on your region.]
--------------------------------------------------
4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
--------------------------------------------------
Please inspect your package upon arrival. If you receive a damaged, defective, or incorrect item:
1. Contact us immediately at iu.uaena.kpop@gmail.com within 7 days of delivery.
2. Attach clear photos or a short video showing the issue.
3. Once verified, we will arrange a free replacement or a full refund for you at no extra cost. You do not need to return the broken item in most cases.
--------------------------------------------------
5. ORDER CANCELLATIONS
--------------------------------------------------
* Non-Custom Orders: Can be canceled before the package is handed over to the carrier for a full refund.
* Custom/Personalized Orders: Cancellations are ONLY accepted within 12 hours of placing the order. Once production has started, custom orders cannot be canceled or refunded.
--------------------------------------------------
6. EXCHANGES
--------------------------------------------------
The fastest way to ensure you get what you want is to return the original standard eligible item you have, and once accepted, make a separate purchase for the new item.
--------------------------------------------------
7. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
--------------------------------------------------
For orders shipped into the European Union, customers have the right to cancel or return standard (non-customized) items within 14 days for any reason under EU regulations. The items must remain in original, unworn, and unused condition.
* Please note: Pursuant to EU Consumer Law, the 14-day right of withdrawal DOES NOT APPLY to custom-made or personalized goods.
--------------------------------------------------
8. REFUNDS & PROCESSING TIME
--------------------------------------------------
Once your return is received and inspected (or photo verification is approved), we will notify you of the approval or rejection of your refund.
* If approved, your refund will be processed back to your original payment method within 5-10 business days.
* Please note that processing times may vary depending on your financial institution/credit card issuer.
* If you haven’t received a refund within 15 business days after approval, please check with your bank first, then contact us at iu.uaena.kpop@gmail.com.