Cancellation & Refund Policy

At Quivy, we strive to ensure our customers are satisfied with their purchases. This policy outlines the terms and conditions for cancellations, returns, and refunds.

1. Allergic Reactions

At Quivy, your health and safety are our top priority.

  • If you experience an allergic reaction after using our product, please discontinue use immediately and consult a medical professional.
  • Contact us by email at support@quivyaussies.com with details of your reaction, including any supporting photos if possible.
  • We will assess your case individually and offer a suitable resolution, which may include a refund or store credit.
  • However, Quivy is not responsible for any adverse reactions caused by individual allergies or sensitivities. Customers are encouraged to review product ingredients carefully before use.

2. Returns of Unopened Items

We understand that you may change your mind. If you wish to return an item that is unopened, unused, and in its original, sealed, and well-maintained condition, you may do so under the following terms:

  • Eligibility Window: Please contact us at support@quivyaussies.com within 14 days of receiving your order to initiate a return for an unopened item.
  • Condition: The product must be returned in its original packaging, unopened, untouched, and in a resalable condition. We reserve the right to refuse a return if the item shows any signs of being opened or tampered with.
  • Return Process & Shipping Costs:
    • Once your return request is approved, we will provide you with the address of our warehouse.
    • Customers are responsible for all return shipping costs. We recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged in transit during their return.
    • Please ensure the item is securely packaged to prevent damage.
  • Refund/Exchange: Upon receiving and inspecting the returned item, if it meets the above conditions, we will process a refund for the price of the item(s) or offer a store credit/exchange.
    • Original Shipping Costs: If your original order included a shipping fee paid by you, this fee is non-refundable.
    • Deduction for Free Shipping Orders: If your original order qualified for free shipping, our actual outbound shipping costs incurred to send the order to you will be deducted from your refund amount. We will provide you with an invoice or receipt for this shipping charge.
    • Refunds will be processed to the original payment method, or you may opt for store credit/exchange.

3. Return Eligibility & Hygiene (for Opened/Used Items)

Due to hygiene and safety regulations, we do not accept returns on any products that have been opened or used, except in cases covered by our Allergic Reactions policy (Section 1) or if the item is Damaged or Incorrect (Section 5). Our products may be contact directly to the skin, and for the health and safety of all customers, returns of opened or used items are otherwise not permitted.

4. 30-Day Satisfaction Guarantee

We understand that results may vary. Therefore, we offer a 30-day satisfaction guarantee under the following conditions:

  • This guarantee applies specifically to situations where a customer has used the product according to the correct application process and is not satisfied with the results.
  • If a customer is not satisfied after following the correct application process, they may request a refund within 30 days of receiving their order.
  • To initiate a satisfaction guarantee claim, please contact us at support@quivyaussies.com with your order details and a description of your experience.
  • Refund Calculation:
    • A processing and handling fee of 15% of the item(s) price.
    • Deduction for Free Shipping Orders: Additionally, if your original order qualified for free shipping, our actual outbound shipping costs incurred to send the order to you will also be deducted from your refund amount. We will provide you with an invoice or receipt for this shipping charge.
    • Original shipping fees paid by the customer at the time of order are non-refundable.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect product, please email our customer support team at support@quivyaussies.com within 7 days of receiving your order. Kindly provide the following:

  • Clear photos of the damaged or incorrect item(s).
  • A photo of the shipping label on the package.
  • A picture of the overall packaging (if possible).

Once we have reviewed the information and approved the claim, we will offer a replacement or a full refund (including any shipping fees paid for that item, or we will cover shipping for the replacement), depending on your preference and stock availability.

6. Refund Options
  • Full/Partial Refund: Eligible refunds will be processed to the original payment method, subject to any applicable deductions as outlined in this policy (e.g., processing fees, recovery of actual outbound shipping costs for orders that initially had free shipping).
  • Store Credit or Exchange: If preferred, and where applicable, customers may choose to receive store credit of equivalent value or exchange the product for another item of equal value (subject to any necessary adjustments for shipping cost recovery as per this policy).

7. Order Cancellations by Customer

We understand that you may need to cancel an order. Please adhere to the following policy:

  • Eligibility for Cancellation: Orders can only be cancelled before tracking information has been issued. We typically dispatch items within 2 business days, often within 24 hours.
  • Requesting Cancellation: To request an order cancellation, please contact us immediately at support@quivyaussies.com with your order number.
  • After Dispatch: Once an order has been dispatched or tracking information has been shared with you, we are unable to cancel the order. In such cases, if you still wish to return the item, it will be subject to our return policies upon its arrival (e.g., Section 2 for unopened items).
  • Return address: Suite A2 Honeysuckle Drive Newcastle NSW 2300

8. Chargeback Policy

We aim to resolve all issues amicably. We request that you contact us to resolve any issues before initiating a chargeback.

 

In the event of a chargeback being raised for any transaction, the refund process for that transaction will be immediately placed on hold while the case enters a formal dispute resolution process with the payment provider. This is to comply with banking and payment network protocols and to prevent the duplication of refunds. If a chargeback is initiated after a refund has already been processed, we reserve the right to provide evidence of the original refund to the payment provider.

 

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason. customer don't need print the return label, merchant will provide label and carrier when return conditions applies

9. How to Request a Return, Refund, Cancellation, or Report an Issue

Please contact our customer support team via email at: support@quivyaussies.com
Include your order number and a detailed explanation of your request or issue.

10. Policy Modifications

Quivy reserves the right to modify this Cancellation & Refund Policy at any time. Any changes will be effective immediately upon posting on our website.