Refund Policy

1. Introduction

At Quarrionshral, we want you to be satisfied with your purchase. This Refund Policy explains our returns, refunds, and exchange procedures for Enerquilis products purchased through our website quarrionshral.ddd.

This policy is provided in addition to your statutory rights under UK law, including the Consumer Rights Act 2015 (quality, fitness for purpose, right to reject faulty goods within 30 days) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (right to cancel distance contracts within 14 days and receive a refund). Nothing in this policy limits or replaces those rights.

2. Your Statutory Rights

As a UK consumer, you have statutory rights that are not affected by this policy:

  • 14-Day Cancellation (Consumer Contracts Regulations 2013): For distance sales, you have the right to cancel your order within 14 days of the day after you receive the goods, without giving any reason. You then have a further 14 days to send the goods back to us. We will refund you without undue delay and in any event within 14 days of the day we receive the goods back or (if earlier) 14 days after you provide evidence of having sent them back. The refund will be made using the same means of payment as you used, and you will not incur any fee as a result of the refund.
  • Deduction for diminished value: If you have handled the goods beyond what is necessary to establish their nature, characteristics and functioning, we may deduct an amount from the refund to reflect any diminished value (e.g. if packaging or product is opened or used). For unopened, resaleable goods returned within the cancellation period, no deduction is made.
  • Faulty or not as described (Consumer Rights Act 2015): If a product is faulty, not as described, or not of satisfactory quality, you have the right to reject it within 30 days for a full refund. After 30 days you may be entitled to repair or replacement, or a refund if repair/replacement is not possible. For faulty or incorrect products we will cover the cost of return.

3. Return Eligibility

3.1 Eligible Returns

To be eligible for a return, the following conditions must be met:

  • Request made within 14 days of receiving your order
  • Products must be unused and unopened
  • Products must be in their original packaging
  • Products must be in resaleable condition

3.2 Non-Returnable Items

Due to health and hygiene regulations, we cannot accept returns of:

  • Opened or unsealed products
  • Products that have been partially used
  • Products without original packaging
  • Products that have been damaged by the customer

4. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at relations@quarrionshral.world within 14 days of receiving your order
  2. Provide your order number and reason for return
  3. Wait for our team to confirm your return request and provide return instructions
  4. Package the products securely in their original packaging
  5. Send the products to the address provided by our team
  6. Keep proof of postage until your refund is processed

Please do not send products back without first contacting us, as this may delay processing your return.

5. Return Costs

The cost of returning products depends on the reason for return:

  • Change of Mind: You are responsible for the cost of returning the products to us
  • Faulty or Incorrect Products: We will cover the return shipping costs

We recommend using a tracked delivery service as we cannot be responsible for items lost in transit.

6. Refund Process

6.1 Processing Time (Legal Requirement)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we will make the refund without undue delay and in any event not later than 14 days after the day we receive the goods back from you, or (if earlier) 14 days after you provide evidence that you have sent the goods back. Once we receive your returned products we will inspect them (typically within 3 business days), notify you of the outcome, and process any approved refund within the 14-day period.

6.2 Refund Method

Refunds will be issued to the same means of payment you used for the purchase. You will not incur any fee as a result of the refund. Please note that it may take additional time for your bank or card issuer to credit your account after we have processed the refund.

6.3 Refund Amount

For eligible returns (e.g. cancellation within the 14-day period), we will refund:

  • The full product price paid
  • Original standard delivery costs (if the entire order is returned)

If you chose a delivery method more expensive than our standard option, we will refund only the cost of standard delivery. We may deduct from the refund an amount reflecting any diminished value of the goods due to handling beyond what is necessary to establish nature, characteristics and functioning (see Section 2).

7. Faulty or Damaged Products

If you receive a faulty, damaged, or incorrect product:

  1. Contact us immediately at relations@quarrionshral.world with your order number
  2. Provide photos of the damaged or faulty product
  3. We will arrange a replacement or full refund, including return shipping costs

Please inspect your order upon delivery and report any issues within 48 hours.

8. Missing or Lost Packages

If your package has not arrived within the expected delivery timeframe:

  1. Check your tracking information for delivery updates
  2. Check with neighbours or in safe places around your property
  3. Contact us if your package is still missing after 7 business days past the estimated delivery date

We will investigate with our courier and arrange a replacement or refund if the package cannot be located.

9. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different item, please return the original product for a refund and place a new order for the desired item.

10. Partial Orders

If you ordered multiple items and wish to return only some of them:

  • Original shipping costs will not be refunded
  • Only the product price of returned items will be refunded
  • All returned items must meet the return eligibility criteria

11. Promotional Orders

For orders placed with promotional codes or discounts:

  • Refunds will be based on the amount actually paid after discount
  • If the return makes the order ineligible for the promotion, the discount difference may be deducted from your refund

12. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your purchase will apply to your order.

13. Contact Us

If you have any questions about this Refund Policy or need assistance with a return, please contact us:

  • Email: relations@quarrionshral.world
  • Address: 2 Seton Ct, Port Seton, Prestonpans EH32 0TU, United Kingdom

Our customer service team is available to assist you Monday to Friday, 9:00 AM to 5:00 PM GMT.