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Refund policy
Refund Policy
Return and Refund Policy
At QUALASH, we want every customer to shop with confidence. This Return and Refund Policy explains how returns, refunds, exchanges, damaged items, and our 90-Day Money-Back Guarantee work.
Quick Overview
14-Day Right to Cancel
All customers have 14 days after receiving their order to cancel or request a return of eligible products, without giving a reason.
This applies to products that are unused, unopened, sealed where applicable, and in their original packaging.
For hygiene and safety reasons, opened, used, unsealed, or partly used cosmetic products cannot be returned, unless they are faulty, damaged, or incorrectly supplied.
30-Day Extended Returns for Registered Customers
Customers who have created a customer account with QUALASH may be eligible for our extended 30-day standard return period.
This extended 30-day return period applies only to registered customers who placed their order while logged into their customer account or whose order can be clearly linked to their customer account.
Standard returns apply only to products that are unused, unopened, sealed where applicable, and in their original packaging.
90-Day Money-Back Guarantee
Selected QUALASH and QUABROW serum products may be covered by our additional 90-Day Money-Back Guarantee.
This guarantee gives you time to use the product consistently and evaluate your experience with confidence. Full details are available on our dedicated guarantee page:
Standard Return Policy
All customers have 14 days after receiving their order to cancel or request a return of eligible products, without giving a reason.
For registered customers with an active customer account, we offer an extended 30-day standard return period. This means registered customers have 30 days after receiving their order to request a standard return, provided that the order was placed while logged into the customer account or can be clearly linked to that account.
To be eligible for a standard return, your item must be:
- unused;
- unopened;
- sealed where applicable;
- in its original packaging;
- in the same condition as received.
You will also need your receipt, order number, or other proof of purchase.
Cosmetic Products and Hygiene Seal
Unopened, unused, and sealed cosmetic products may be returned within the applicable return period.
For cosmetic products, the hygiene seal must remain intact where applicable.
For hygiene and safety reasons, we cannot accept standard returns of cosmetic products that have been opened, used, unsealed, partly used, or are no longer in their original condition, unless they are faulty, damaged, or incorrectly supplied.
How to Start a Return
To start a return, please contact us before sending your item back:
Once your return request is approved, please send the item back within 14 days.
Returns sent without prior approval may not be accepted.
Return Address
Please send approved returns to:
Quacosmetics Sp. z o.o.
Return – [Customer Name / Order Number]
Johannes-R-Becher-Strasse 29
02827 Görlitz
Germany
Return Shipping Costs
Unless the return is due to a faulty, damaged, or incorrectly supplied item, the customer is responsible for the cost of return shipping.
If the return is caused by our error, or if the item is faulty, damaged, or incorrectly supplied, we will cover the reasonable return shipping cost or provide a return shipping label where applicable.
Original shipping costs may not be refundable, except where required by applicable law or where the return is due to our error.
Damaged, Faulty, or Incorrect Items
Please inspect your order as soon as you receive it.
If your item is defective, damaged, or if you receive the wrong product, please contact us immediately at:
We will review the issue and do our best to make it right as quickly as possible.
Non-Returnable Items
For hygiene and safety reasons, opened, used, unsealed, or partly used cosmetic products cannot be returned under our standard return policy, unless they are faulty, damaged, or incorrectly supplied.
We also cannot accept returns of:
- gift cards;
- items marked as non-returnable, where permitted by applicable law.
Sale or promotional items may still be returned if they meet the standard return conditions and applicable consumer protection rules.
Exchanges
The fastest way to receive the product you want is to return the original item first.
Once your return is accepted, you can place a separate order for the new item.
14-Day Right to Cancel
You have 14 days after receiving your order to cancel or request a return of eligible products, without giving a reason.
This 14-day return period applies to all customers, regardless of the country to which the order is shipped, subject to the conditions set out in this Return and Refund Policy.
To be eligible for a return, the item must be unused, unopened, sealed where applicable, in its original packaging, and in the same condition as received.
For hygiene and safety reasons, sealed cosmetic products cannot be returned once they have been opened, used, unsealed, or partly used, unless they are faulty, damaged, or incorrectly supplied.
This policy does not affect your statutory consumer rights.
30-Day Extended Return Period for Registered Customers
In addition to the 14-day return period, QUALASH may offer an extended 30-day standard return period to registered customers.
This extended return period applies only if:
- the customer has created a customer account with QUALASH;
- the order was placed while logged into that customer account or can be clearly linked to it;
- the return request is submitted within 30 days after receiving the order;
- the returned product is unused, unopened, sealed where applicable, and in its original packaging.
The 30-day extended return period is an additional voluntary benefit offered by QUALASH to registered customers. It does not affect your statutory consumer rights.
90-Day Money-Back Guarantee
In addition to your statutory rights and our standard return policy, selected QUALASH and QUABROW serum products may be covered by our 90-Day Money-Back Guarantee.
This guarantee is designed to give customers enough time to use the product consistently and evaluate their experience with confidence.
The 90-Day Money-Back Guarantee is an additional voluntary guarantee. It is not a standard return right and applies only to eligible products where the guarantee is clearly displayed at the time of purchase.
Full conditions, eligibility rules, and claim instructions are available on our dedicated guarantee page:
This guarantee does not affect your statutory consumer rights.
Refunds
We will notify you once we have received and inspected your return.
If your refund is approved, it will be processed automatically to your original payment method within 10 business days.
Please remember that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at:
Your Statutory Rights
Nothing in this Return and Refund Policy limits your statutory consumer rights.