Refund policy

At Quenzy, your satisfaction is our top priority. If something’s not quite right with your order, we’re here to help.

Please read our Return & Refund Policy below for details on how we handle returns, replacements, and refunds.

 

1. Eligibility for Returns

Due to the consumable nature of our products, we are only able to accept returns under the following conditions:

  • You received the wrong item.

  • Your item arrived damaged or defective.

  • There is a confirmed quality issue with the product.

We are unable to accept returns for:

  • Opened or partially consumed products (unless there is a verified quality issue)

  • Items purchased more than 14 days ago

  • Gift cards, promotional items, or free samples

2. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with the following:

  • Your order number

  • A clear photo of the item and the packaging

  • A brief description of the issue

We’ll investigate the issue and either:

  • Ship a replacement at no extra cost, or

  • Issue a refund to your original payment method

3. Refunds (if applicable)

Once we’ve reviewed your request, we’ll notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed within 5-7 business days to your original payment method

  • You’ll receive an email confirmation once your refund has been issued

Please note: Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

 

Thank you for purchasing Quenzy!