Refund policy

Return & Refund Policy

We want you to understand your return options before shopping with Quonavex. This policy explains when a return is eligible, how to request one, and what happens after your item reaches us.

Your Return Window

You may request an eligible return within 30 days after your order is delivered.

Once your return is approved, please send the item back within 14 calendar days of receiving our return instructions. Keep your shipping receipt and tracking number until the return is complete.

To begin, email hello@quonavex.com with:

• Your order number.

• The item you wish to return.

• The reason for your request.

• Photos, where relevant, if the item arrived damaged, defective, or incorrect.

We aim to respond within 1–2 business days. Please obtain return instructions before shipping your item so we can direct it to the correct location.

Return Conditions

For a change-of-mind return, items must be unused, unwashed, unaltered, and in their original condition, with attached tags and included accessories where applicable.

Please package the item securely and include its original packaging where reasonably possible.

The following conditions apply to different product categories:

Product category	Conditions for change-of-mind returns
Clothing	Items may be briefly tried on indoors to check fit, but must not have been worn beyond this, washed, stained, or altered.
Bags, shoes, and accessories	Items must show no signs of use. Shoes may be tried on indoors on a clean surface.
Bedding, towels, and home textiles	Items must be unused, unwashed, and clean. Any hygiene seals must remain intact.
Jewelry	Items must be unworn, unaltered, and returned with any included certificates and accessories. Pierced jewelry is eligible only if supplied with an intact hygiene seal that has not been opened.
Beauty and personal-care products	Items must be unopened, unused, and have their original seals intact.
Furniture and other home goods	Items must be unused, unassembled, and complete with their original parts and hardware. Please contact us before arranging transport for large items.

These conditions apply to change-of-mind returns. They do not prevent you from reporting an item that arrived damaged, defective, incorrect, or materially different from its description.

Items Excluded from Change-of-Mind Returns

We do not accept change-of-mind returns for:

• Perishable food, including caviar.

• Personalized or custom-made items.

• Opened or used beauty and personal-care products.

• Hygiene-sensitive items with removed or broken hygiene seals.

• Gift cards.

• Products clearly identified as final sale before purchase.

A discounted price alone does not make an item final sale.

Any product-specific exclusion will be displayed before purchase. These exclusions do not remove applicable rights concerning damaged, defective, incorrect, or misdescribed goods.

Who Pays for Return Shipping?

If you change your mind or choose the wrong size:
You are responsible for return shipping costs. These costs depend on the carrier, package size, weight, and return destination. Large items such as furniture may require freight transport and can be more expensive to return.

If we offer a return label for a change-of-mind return, we will disclose its cost and obtain your agreement before deducting it from your refund.

If we send a damaged, defective, incorrect, or materially misdescribed item:
Quonavex will cover the necessary return shipping costs. We will provide a prepaid label or arrange collection where a return is required. Please contact us before purchasing return postage.

We do not charge a restocking fee. We also do not deduct the original cost of our free standard shipping from an eligible refund.

The designated return location may differ from our business contact address. Contact us for the correct return address and shipping instructions before sending anything back.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact hello@quonavex.com promptly if there is a problem.

Include your order number, a description of the issue, and photographs where reasonably possible. Retaining the packaging can help us investigate shipping damage, but missing packaging does not automatically disqualify a valid claim.

Depending on the issue and your applicable rights, we will arrange a replacement, refund, or another appropriate resolution.

For perishable food that arrives damaged, spoiled, or in an unsafe condition, contact us promptly and do not consume it. Do not ship perishable goods back unless we specifically instruct you to do so.

Inspection and Refund Timing

We will inspect your return within 5 business days of receiving it and email you the outcome.

If approved, we will issue the refund to your original payment method within 5–10 business days after approval. Your bank or payment provider may require additional time to display the credit.

The refund will include the amount paid for the returned item and any applicable refundable tax. If a discount was applied, the refund will reflect the discounted amount actually paid.

If a return does not meet this policy’s conditions, we will explain the reason and discuss the available options before taking further action.

If you have not received your refund after the stated processing period, contact us so we can check its status.

Exchanges

If you need a different size, color, or item, contact us first. Direct exchanges depend on stock availability.

If an exchange is unavailable, you may return an eligible item for a refund and place a separate order for the replacement. We cannot reserve replacement stock unless we confirm this with you.

Order Cancellations

Email hello@quonavex.com as soon as possible if you need to cancel an order.

We will try to accommodate requests before fulfillment, but cancellation is not guaranteed once processing has begun. Once an order has shipped, the applicable return conditions apply.

For an approved cancellation before shipment, we will issue a full refund to the original payment method within 5–10 business days. We do not charge a cancellation fee.

If we cannot fulfill your order, we will notify you and refund the unfulfilled items.

Contact Quonavex

Email: hello@quonavex.com
Phone: +1 (530) 365-5786
Business address: 1552 Arklow Pl, San Diego, CA 92154, United States

Customer support hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Pacific Time, excluding U.S. public holidays.
Response target: Within 1–2 business days.

Please do not send returns to our business address without receiving return instructions.

Nothing in this policy limits consumer rights that cannot legally be excluded or restricted.