Returns & Exchanges Policy

Thank you for shopping at QUNMARA. This page explains how returns, exchanges, and refunds work. You may also read our FAQ or contact us via Complaints and Feedback.

1. Scope

This policy applies to products purchased through the official QUNMARA online store and shipped by us. For bundle offers, promotions, or special campaigns, any extra terms shown on the product or checkout page will apply.

2. When can I return or exchange?

• Our error: wrong item, size, or colour sent; quality defect; item significantly not as described; damage in transit.
• Personal reasons: wrong size chosen, style or colour not as expected, ordering mistake (subject to the product condition rules below).

3. What usually cannot be returned?

• Underwear and intimate items: for hygiene reasons, these generally cannot be returned or exchanged unless there is a quality issue.
• Items that have been worn, washed, or used, or that have odours.
• Items with tags removed, missing parts, damaged packaging, or otherwise not resellable.
• Clearance, custom, or opened skincare/beauty products (unless defective).
• Orders submitted after the application deadline (see below).

Note: Product photos are taken from actual items. Slight colour differences between screens are not accepted as a return reason.

4. Time limit

1. Log in and go to My Orders, then confirm that you have received the parcel.
2. Submit your return or exchange request within 3 days of confirming receipt (system time applies).
3. For quality issues, please contact us as soon as possible even if the deadline has passed—we will review case by case.

5. Product condition

To be eligible, items must:

• Be unworn, unwashed, and unused;
• Have tags and original packaging intact, with no odours;
• Include free gifts, accessories, and invoice (if applicable);
• Remain fit for resale.

6. How to apply

1. Log in to your account (see Account Registration & Login).
2. Open My Orders, locate the order, and confirm receipt.
3. Within the eligible period, select the item, choose a reason, add notes, and upload photos if needed.
4. Alternatively, contact us via Complaints and Feedback or online chat with your order number, product name, description, and photos.

7. Process overview

1. Submit request: we review whether the case meets this policy.
2. Send items back: if approved, we provide return instructions or arrange collection where applicable.
3. Inspection: returned items are checked against our condition rules.
4. Exchange: if approved, a replacement is shipped after inspection.
5. Refund: if approved, refund is processed to the original payment method or store balance (timing depends on your bank or payment provider).

8. Who pays shipping?

• Our error (wrong item, defect, etc.): return shipping is covered by us (or handled as advised by customer service).
• Personal reasons (size, change of mind, etc.): return shipping is usually paid by the customer; in some cases return/exchange shipping must be paid before a replacement is sent.

See Shipping & Payment for general shipping information.

9. Refund timing

After we receive and approve your return, we process the refund promptly. Credit card, third-party payment, or bank transfer refunds may take about 7–14 business days to appear, depending on your bank or payment provider.

10. Exchanges

You may exchange for another size or colour of the same product, subject to stock. If your preferred option is unavailable, we will contact you to choose another item or receive a refund.

11. Need more help?

Please have your order number, recipient name, and photos ready, then contact us through Complaints and Feedback or check Order Tracking for delivery status.