Return & Refund Policy

You may request a return within 30 calendar days of your order being marked as delivered. Requests submitted after this window will not be accepted.

2.1 Returnable

• Items that are defective, damaged, or malfunctioning upon arrival.
• Items that are significantly different from what was described on the product page.
• Items delivered in the wrong size, color, or variant.
• Items received incomplete (missing parts or accessories listed in the product description).
• Unused items in their original condition and packaging, for any reason — including a change of mind (see Section 4 for who pays return shipping).

2.2 Non-Returnable

• Items returned more than 30 days after delivery.
• Items returned for a change of mind that have been used, washed, or altered after receipt.
• Perishable goods, food, and consumable products.
• Digital products, gift cards, and downloadable software.
• Intimate or sanitary goods (underwear, swimwear, etc.) for hygiene reasons.
• Items damaged after delivery due to customer misuse.
• Products explicitly marked "non-returnable" on the product page.

To initiate a return, email support@qovend.local within your 30-day window with the following information:

• Your order number (found in My Account → Orders).
• The item(s) you wish to return and the quantity.
• The reason for return (e.g. defective, wrong item, not as described).
• Clear photos or a short video showing the issue, where applicable.

Our team will review your request within 2 business days and confirm whether it has been approved or rejected, along with next steps.

• If the return is due to our error (defective, wrong, or not-as-described item), Qovend will cover the return shipping cost.
• If the return is due to a change of mind or buyer preference, the customer is responsible for return shipping.
• Items must be returned in their original packaging whenever possible.
• We recommend using a trackable shipping method. Qovend is not responsible for items lost in return transit.

Once your returned item has been received and inspected, we will notify you of the outcome. Approved refunds are processed within 5–7 business days and credited back via the original payment method.

• Online payments (Stripe): refunded to the original card or wallet.
• Orders paid in cash on delivery (placed before checkout became card-only): refunded by bank transfer.
• Loyalty points used at checkout are reinstated to your account automatically.

You may cancel an order free of charge before it has been confirmed or dispatched. Once an order reaches Processing or Shipped status, it can no longer be cancelled — please wait for delivery and submit a return request instead.

To cancel, go to My Account → Orders → select the order → Cancel.

Qovend is a multi-vendor marketplace. Items in the same order may be fulfilled by different sellers. Return eligibility and processing are handled centrally by Qovend regardless of which seller fulfilled the item — you never need to contact individual sellers.

For return and refund inquiries, email us at support@qovend.local. Include your order number in the subject line for the fastest response.