Buying shoes online requires a certain degree of trust, trust that what arrives matches what was shown, fits the way it should, and is worth every dollar you paid. At Quellovix, we've structured our return and refund process around that trust. If something isn't right, we want to fix it. This policy explains exactly how that works, what qualifies, and what you can expect from us at every step.
How We Handle Payment
Before getting into returns, it's worth understanding how we operate. Quellovix uses Cash on Delivery (COD) as our sole payment method. You don't pay until your order is physically at your door. We chose this deliberately, it means you're never paying for something you haven't seen, and it removes the uncertainty that can come with online purchases. This approach reflects who we are as a brand: straightforward, and accountable.
When You Can Return an Order
We accept returns within 30 days of the delivery date. Returns are accepted under the following circumstances:
- The product you received is damaged, whether that's a manufacturing defect, a scuff from transit, or anything that makes the item unfit for use.
- The wrong item was delivered, a different style, size, or color from what you ordered.
- The product does not fit upon arrival, if the sizing is off from what was stated at checkout.
We want to be honest here: we're not a platform that accepts returns simply because someone changed their mind. But if the issue is on our end, or if the product genuinely didn't deliver on what was described, we will not make it difficult for you.
If you're unsure whether your situation qualifies, write to us at help@quellovix.com and describe what happened. We'd rather have a conversation than leave you stuck.
How to Initiate a Return
To start a return, contact us at help@quellovix.com within the 30-day window. Include your order details and a brief description of the issue. Where relevant, photographs of the product help us assess the situation faster, not because we're looking for reasons to decline, but because it speeds up the process for you.
Once we review your request and confirm it qualifies, we'll get back to you with next steps. From that point, the process moves on your schedule.
Pickup - On Your Terms
We don't ask you to figure out how to send the product back. Once your return request is accepted, we arrange a pickup from your location at a time that works for you. The entire return process is completely free, there are no return fees, no restocking charges, and no deductions of any kind. What you were owed remains what you're owed.
Inspection After Return
Once the returned item reaches us, our team inspects it within 1 working day . We check that the item matches what was described in your return request and assess its condition. You'll hear from us promptly after the inspection is complete, with a confirmation of the outcome and what happens next.
Exchange or Refund - Your Choice
If your return is accepted, you have two options:
Exchange: If the item you wanted is available in the correct size, style, or color, we'll send it out to you as a replacement. Exchanges are subject to stock availability. If your preferred item isn't in stock at that moment, we'll let you know and offer you a full refund instead.
Refund: If you'd prefer your payment returned, we'll process a complete refund. Since all our transactions are Cash on Delivery, refunds are issued via bank transfer only. We will reach out to you via email at the address associated with your order to request your bank details securely. Please ensure that the details you provide are accurate, an error in your bank information may delay the transfer, and we cannot be held responsible for funds sent to incorrect accounts provided by the customer.
Once we receive your validated bank details, we process the refund within 1 working day. However, the time it takes for the amount to appear in your account depends entirely on your bank and can range from 9 to 10 working days. This is a banking timeline, not ours, and unfortunately falls outside our control.
Your Data During the Return Process
When you initiate a return or request a refund, we collect and use personal data, including your contact details and bank information, strictly for the purpose of completing that process. This is handled in full accordance with Hong Kong's Personal Data (Privacy) Ordinance (Cap. 548), the PDPO. Your bank details are requested via email, used solely to process your refund, and are not stored beyond what is necessary. For a complete picture of how we handle personal data, refer to our Privacy Policy.
A Few Things Worth Noting
We want the process to be smooth, but a few practical points are worth flagging:
- Returns must be initiated within 30 days of delivery. Requests outside this window will not be accepted.
- Items must be returned in the condition they were received. If an item is returned in a state that differs significantly from what was described, we reserve the right to reassess.
- If your bank details are incorrect and a transfer fails, we'll contact you to resolve it, but this may add time to the overall refund timeline.
Get in Touch
If you have any questions about a return, an exchange, or a refund, or if you're simply not sure where you stand, we're easy to reach.
We'll respond with a clear answer and, where something has gone wrong, a genuine effort to put it right.