Return & Refund Policy
We want you to be completely satisfied. Below you’ll find our return conditions, refund timing, and shipping responsibilities for all merchandise purchased from Qyvxo.
Scope and Eligibility Window
Returns or exchanges may be requested within 30 days of receiving the goods.
All returns must be authorized by our support team before you send anything back.
Merchandise Condition Requirements
Unless the item is defective or incorrect, returned merchandise must meet all of the following requirements:
- In resalable condition
- Free from scuffs, marks, stains, odors, or any signs of use or wear
- Returned with all original tags, accessories, and packaging included
- Indoor inspection or try-on is permitted only on a clean, soft surface and must not leave any marks, damage, or signs of handling
If the product condition does not meet the requirements above, we may refuse the return.
General Product Standards
All merchandise sold by Qyvxo must be returned in the same condition as received. Regardless of product category, the following standards apply:
- No visible wear, scratches, creasing, or marks on any surface
- All protective elements, dust bags, boxes, and documentation must be intact
- No alterations, stains, or foreign residues
If an item is returned in a condition that suggests regular use, we may decline the refund and return the item to you (at your expense).
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged, or incorrect, contact [email protected] promptly with your order number and clear photos of the issue.
After review, we will provide an appropriate resolution, which may include a replacement or a full refund. In these cases, reasonable return shipping costs are covered by Qyvxo.
Returns for Personal Reasons
If you wish to return an item due to size preference, style preference, colour preference, change of mind, or similar reasons, the return is considered a personal reason.
For personal-reason returns, the product must meet the condition requirements in this policy, and return shipping costs are the customer’s responsibility.
Return Shipping Costs and Responsibility
Shipping costs and responsibility depend on the reason for the return:
- Our error (defective, damaged, incorrect item): Qyvxo covers reasonable return shipping costs.
- Personal reasons: The customer arranges the return shipment and pays the return shipping cost.
We currently ship to Australia, Canada, United States, and Rest of World. For international returns (outside the country of delivery), the customer is responsible for all return shipping fees, customs clearance, and any import taxes, unless the return is due to our error. We recommend using a trackable international shipping service.
How to Request a Return, Exchange, or Refund
To request a return, exchange, or refund, email [email protected] with:
- Your order number
- The product name (and SKU if available)
- The reason for the request
- Photos if the item is defective, damaged, or incorrect
After approval, we will provide return instructions and the correct return address.
Return Authorization and Return Address
Do not send items back until you receive authorization and return instructions from our support team.
Returns sent to an address other than the one provided in the authorization instructions may not be processed.
Exchanges
Exchanges are subject to stock availability. If the requested replacement is unavailable, we may issue a refund instead.
For exchanges due to our error (defective, damaged, incorrect item), we will cover reasonable return shipping costs. For exchanges due to personal reasons, the customer is responsible for return shipping costs.
Refund Processing Time
After your return is received and inspected, approved refunds are typically processed and issued to the original payment method within 7 business days.
Depending on your bank or card issuer, it may take additional time for the refund to appear in your account.
Order Cancellations
You may request cancellation within 24 hours of placing the order or before the order has been dispatched. Once an order has been handed to the carrier, cancellation is no longer possible and the standard return process applies.
Undeliverable or Returned Shipments
If a parcel is returned to us as undeliverable due to an incorrect or incomplete address provided by the customer, reshipment costs (if applicable) are the customer’s responsibility.
When a Refund May Be Refused
We may refuse a refund if returned products show signs of use or are returned in unacceptable condition, including but not limited to:
- Outsole wear, scuffs, stains, or damage not present at delivery
- Cosmetic residue, strong odors, or visible contamination
- Missing tags, accessories, or original packaging
If a refund is refused, the item may be sent back to you (at your expense).
Customer Responsibility During Return Transit
During return transit, the package remains the sender’s responsibility. We strongly recommend using a trackable shipping method and keeping proof of postage.
Customer Support
If you have questions about this policy or need help with a return request, contact us at [email protected] (We typically reply within 24 hours, excluding weekends and public holidays.)