Refund Policy

SECTION 1 – RIGHT OF WITHDRAWAL (14 DAYS)
Our return policy lasts 14 days. If 14 days have passed since you received your order, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and must be in its original packaging.

SECTION 2 – ITEMS EXCLUDED FROM RETURNS
Several types of products cannot be returned:
  • Gift cards.
  • Downloadable software.
  • Opened personal care, health, or hygiene products.
  • Intimate use products, perishable goods, or hazardous/flammable products.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back directly to the manufacturer.

SECTION 3 – REFUNDS
Once your return is received and inspected by our services, we will send you an email to confirm the successful receipt of the item. We will also inform you of the approval or rejection of your refund request.
If your request is approved, your refund will be processed. A credit will automatically be applied to your credit card or original method of payment within 5 to 10 business days.

SECTION 4 – LATE OR MISSING REFUNDS
If you haven’t received your refund yet:
  1. Check your bank account again.
  2. Contact your credit card company. It may take some time before your refund is officially posted.
  3. Contact your bank to check internal processing times.
If, after completing all these steps, you still have not received your refund, please contact us at: Contact@qelano.com.

SECTION 5 – EXCHANGES
We only replace items if they are initially defective or damaged. If you need to exchange it for the same item, send us an email at Contact@qelano.com and ship your product to the following address:
Maisy Rudys, A-10815 Avenue Saint-Julien, H1H 3Y1, Montreal, QC, Canada.

SECTION 6 – GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return in the form of an electronic voucher.
If the item wasn’t identified as a gift, or if the gift giver had the order shipped to themselves to give to you later, the refund will be sent to the original gift giver.

SECTION 7 – SHIPPING AND RETURN FEES
To return your product, you should mail it to the following address:
Maisy Rudys, A-10815 Avenue Saint-Julien, H1H 3Y1, Montreal, QC, Canada.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.