Refund policy

1. Scope

This policy applies only to products purchased directly from Amazon. Customer should start the return through that marketplace and follow its return and refund process.

This policy is in addition to any mandatory rights available under applicable consumer law.

2. 30-Day Voluntary Return Period

You may request a return of most products within 30 days after delivery.

For a change-of-mind return, the product must be returned in substantially the same condition in which it was received, with all included cables, adapters, manuals, accessories, promotional items, and, where reasonably possible, the original packaging.

You may inspect a product to determine its nature, characteristics, compatibility, and basic operation. If handling goes beyond what is reasonably necessary and reduces the product's value, we may make a deduction from the refund to the extent permitted by law. Products showing physical damage, alteration, missing parts, misuse, or excessive wear may receive a reduced refund or be rejected where legally permitted.

3. Statutory Cancellation Rights

If you are a consumer in the United Kingdom, European Union, or another jurisdiction that provides a statutory cooling-off period, you may have the right to cancel an online purchase within 14 days after delivery, without giving a reason. You must notify us within that period and return the goods within the period required by applicable law.

Where statutory cancellation rights apply, we will refund the product price and the cost of the least expensive standard delivery method offered for the order. Additional costs for an upgraded or express delivery method are not refundable unless required by law.

4. Faulty, Damaged, Incorrect, or Incomplete Products

Contact us promptly if a product arrives damaged, is materially different from what you ordered, is missing components, or appears defective.

Please provide your order number and, where reasonably requested, photographs or video showing the product, packaging, serial number, and issue. If the claim is confirmed, we will provide an appropriate remedy, which may include troubleshooting, replacement parts, replacement, repair, or refund, depending on the circumstances and applicable law.

For confirmed faulty, damaged, or incorrect products, QUUGE will cover reasonable return shipping or provide a prepaid method where available.

5. Starting a Return

Before sending anything back, contact support@quuge.net or use the Contact/Warranty page and provide:

your name and order number;
the product and reason for return;
whether the product has been opened or used; and
photographs or other information requested for damage, defect, or incorrect-item claims.

If the return is approved, we will provide return instructions and the appropriate return address. Do not send a product to an address shown on the parcel, website, or marketplace listing unless our support team confirms that address for your return. Unauthorised returns may be delayed or refused.

6. Return Shipping

For a confirmed faulty, damaged, or incorrect product, QUUGE will cover reasonable return shipping or provide a prepaid return method where available.
For a voluntary change-of-mind return, you are responsible for return shipping unless we state that free returns apply or applicable law requires otherwise.
Use a tracked method and retain the receipt. You are responsible for the product until it reaches the designated return location, except where mandatory law provides otherwise.
We do not reimburse premium, expedited, or unauthorised return methods unless agreed in advance.

7. Refunds

After the return is received and inspected, we will notify you whether the refund has been approved and of any permitted deduction.

Approved refunds are issued to the original payment method. We will process the refund within 14 days after receiving the returned product or acceptable evidence that it has been sent back, subject to applicable law and any permitted inspection. Your bank or payment provider may require additional time to post the funds.

Original express-shipping charges, import duties, taxes paid directly to customs, and other third-party charges are not refundable unless required by law or the return results from our error.

8. Exchanges and Replacements

Where available, an eligible product may be replaced with the same model. If the same model is unavailable, we may offer an equivalent replacement or a refund. The fastest way to obtain a different product for a change-of-mind return may be to return the original item and place a new order.

9. Return Exceptions

To the extent permitted by law, the following may not be eligible for a voluntary return:

digital downloads, software, or licence keys after delivery or activation;
products marked final sale or non-returnable before purchase;
personalised or specially configured products;
products damaged through misuse, accident, unauthorised modification, improper installation, unsupported power supplies or cables, or failure to follow instructions; and
products missing material components or with removed, altered, or unreadable serial numbers.

These exceptions do not remove legal rights relating to faulty, misdescribed, or non-conforming goods.

10. Marketplace Purchases

Returns and refunds for other marketplace orders must be requested through the relevant order page or marketplace support channel. QUUGE cannot issue a direct refund for money collected by a marketplace.