Refund policy
Returns and right of withdrawal
Without prejudice to the rights legally available to consumers, tQel offers a period of 30 calendar days from receipt of the order to request the return of purchased products.
We do not offer exchanges of size, style or product. If you would like a different item or size, you must request the return of the product you do not wish to keep and place a new order.
Made-to-measure or personalised products are excluded from this policy, except where otherwise required by law.
How to request a return
Access the returns section on our website and log in using the email address used to place your order. You can also access it directly through this link.
Select the order and the products you wish to return, indicate the reason and follow the steps to submit your request.
Once your request has been approved, you will receive a confirmation email with the return instructions and a document. Print and include the provided return document inside the package.
Send the package following the instructions received.
Once we have received and inspected the returned products, we will process the corresponding refund.
Return conditions
For us to accept a return:
- The request must be made within the specified period.
- The product must be in perfect condition.
- The product may have been tried on, but must not show signs of use, dirt, odours, hair, tears, damage or any other deterioration.
- It must retain its original labels, packaging and components.
- It must be returned in the same condition in which it was received.
- The return document received in the confirmation email must be included inside the package.
- If the order included gifts, promotional products or other items linked to the purchase, these must be returned together with the corresponding products. Otherwise, tQel may deduct their value from the amount to be refunded.
Products must not be sent to our premises without first submitting a return request and receiving our return instructions.
Return shipping costs
Unless the return is due to a defective product, an error in the order or another cause attributable to tQel, the customer will be responsible for the return shipping costs.
The instructions and address for the return shipment will be provided in the confirmation email.
For returns made from countries outside the European Union, the customs instructions provided must also be followed in order to avoid charges or issues during the return of the goods.
Exchanges of size, style or product
We do not offer exchanges of size, style or product.
If you would like a different size or product:
- Request the return of the item you do not wish to keep.
- Place a new order for the product or size you want.
The new order will be subject to the conditions, availability and shipping costs in force at the time of purchase.
Partial returns and free shipping
Where a partial return is made from an order that originally qualified for free shipping, and the value of the products retained by the customer falls below the minimum amount required for free shipping, tQel reserves the right to deduct the corresponding shipping costs from the amount to be refunded.
Promotions, discounts and bundles
For orders placed during sales, special promotions or using discounts based on quantities, bundles or other promotional conditions, a partial return may alter the conditions that originally gave rise to the discount.
In such cases, the price of the products retained by the customer may be recalculated in accordance with the relevant promotional conditions, and the resulting difference may be deducted from the refund.
Refund
Once we have received and inspected the returned products, we will process the corresponding refund.
The refund will be made using the same payment method used for the purchase, unless another procedure is required by law or a different method is expressly agreed.
The time it takes for the amount to appear in the customer’s account may depend on their bank or payment provider.
Where legally applicable, we may withhold the refund until we have received the returned products or until the customer provides proof of having returned them, whichever occurs first.
Statutory right of withdrawal
Consumers to whom European Union law applies have a statutory right of withdrawal of 14 calendar days, without having to provide any reason. European law allows the consumer to bear the direct cost of returning the goods, provided that they have been informed of this in advance.
The withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the products.
The right of withdrawal may be exercised through the Returns option available on our website.
It may also be communicated unequivocally to:
FIVEDOX S.L.
C/ San Rafael 4B, local 13
28108 Alcobendas, Madrid
Spain
For consumers located outside the European Union, any mandatory rights granted under the applicable legislation in their country will also be respected.
The statutory right of withdrawal does not affect the additional 30-day return period voluntarily offered by tQel.
For this purpose, you may use the following model withdrawal form, although its use is not mandatory.
Consequences of withdrawal
Where legally applicable and the withdrawal concerns the entire order, we will refund all payments received, including the cost of the standard delivery method.
If the customer selected a more expensive delivery method than the standard option offered, we will not be required to refund the additional cost of that delivery method.
We may withhold the refund until we have received the products or until the customer provides proof that they have returned them, whichever occurs first.
The consumer will be responsible for any reduction in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Products excluded from the right of withdrawal
Where provided for by applicable law, the right of withdrawal will not apply to products made to the customer’s specifications or clearly personalised.
Defective products or order errors
If you have received a defective product, an item different from the one ordered or if an item is missing from your order, please contact us at:
hello@tqelbrand.com
+34 644 433 310
We will review the issue and advise you on how to proceed. Where the issue is attributable to tQel, we will cover the costs necessary to resolve it.
Warranty
Products purchased through our website are covered by the statutory warranty applicable under current legislation.
The warranty does not cover damage or deterioration resulting from improper use, normal wear and tear, bites, impacts, negligence, incorrect handling, or modifications or repairs carried out by third parties unrelated to tQel.
Order cancellations
You may request the cancellation of an order provided that it has not yet been shipped.
You may manage the cancellation through your order where this option is available, or contact us at:
If the order has already been shipped, the shipment cannot be cancelled. Once received, you may request its return in accordance with the conditions above.
Complaints
For any complaint relating to our products or services, you can contact us at:
We will endeavour to review and resolve any issue directly with the customer.
