Return & Refund Policy

Quenlauren
Website: https://Quenlauren.store
Customer Support: support@Quenlauren.store

Last Updated: 9 October 2026

1. Introduction

At Quenlauren, customer satisfaction is important to us. We aim to provide a straightforward, transparent and fair returns and refunds process for all customers.

This Return & Refund Policy explains your rights and the procedures for cancelling orders, returning products, requesting refunds and reporting faulty or incorrect items.

Our policy is designed to comply with applicable United Kingdom consumer protection legislation, including:

• The Consumer Rights Act 2015.

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• Other applicable consumer protection legislation.

Nothing in this policy excludes, restricts or otherwise affects your statutory consumer rights.

2. Your Right to Cancel — 14 Days

Under the Consumer Contracts Regulations 2013, customers purchasing eligible products online generally have the legal right to cancel their orders within 14 days of receiving their goods, without providing a reason.

The cancellation period begins the day after you, or a person nominated by you (other than the carrier), receives the goods.

If your order contains multiple items delivered separately, the cancellation period normally begins the day after the final item is received.

To exercise your right to cancel, you must inform Quenlauren of your decision before the cancellation period expires.

You can contact us at:

Email: support@Quenlauren.store

Please provide your order number and a clear statement confirming your decision to cancel.

You may use the cancellation form provided at the end of this policy, but doing so is not mandatory.

3. Returning Your Items

If you exercise your statutory right to cancel, you must send the goods back within 14 days of informing us of your decision, unless we have agreed to collect them.

Customers may inspect and try on clothing in the same way they reasonably would in a physical retail shop.

We recommend that returned items:

• Are securely packaged to prevent damage during transit.

• Include their original packaging where reasonably possible.

• Include any original accessories supplied with the product.

• Are accompanied by the order number or sufficient information to identify the purchase.

Original packaging and attached labels are recommended but are not absolute requirements for exercising your statutory cancellation rights.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a lawful deduction to reflect any resulting reduction in their value.

Returns involving faulty, damaged, incorrectly described or non-conforming goods are dealt with separately under your statutory consumer rights.

4. How to Request a Return

To request a return, please follow these steps:

Step 1 — Contact Our Support Team

Email support@Quenlauren.store with your order number and a statement that you wish to return or cancel your order.

Step 2 — Receive Return Instructions

Our customer support team will provide the applicable return instructions and return address.

Please do not send items to an address that has not been confirmed as an authorised return location.

Step 3 — Package Your Items

Pack your items securely to reduce the risk of damage during transit.

Step 4 — Send Your Return

Send your parcel using an appropriate postal or courier service.

We recommend obtaining proof of postage and retaining any tracking details.

Step 5 — Refund Processing

Once we receive the returned goods, or receive sufficient evidence that they have been sent back, we will process your refund in accordance with the time limits explained below.

Your statutory right to cancel does not depend on receiving prior authorisation from our customer support team.

5. Return Shipping Costs

For returns made because you have changed your mind, you may be responsible for the direct cost of returning the goods, provided this responsibility was clearly communicated to you before your purchase.

Where we have not provided the legally required information concerning return costs, we will bear those costs as required by law.

Where goods are faulty, damaged, incorrectly supplied or otherwise fail to comply with your statutory rights, Quenlauren will bear reasonable return costs where legally required.

If you receive an incorrect or defective product, please contact support@Quenlauren.store before arranging a return so that we can provide appropriate assistance.

6. Refund Eligibility

You may be entitled to a refund in circumstances including:

• Exercising your statutory right to cancel an eligible online order.

• Receiving goods that are faulty or defective.

• Receiving goods that are not as described.

• Receiving incorrect products.

• Receiving goods that are not of satisfactory quality.

• Receiving goods that are not fit for their intended purpose.

• Certain delivery failures or other breaches of your statutory consumer rights.

Refund entitlement depends on the circumstances and the applicable law.

We will not refuse a legally required refund solely because an item has been removed from its original packaging, tried on, purchased during a promotion or discounted.

7. Refund Processing Times

For valid cancellations under the Consumer Contracts Regulations 2013, refunds will be made without undue delay.

Where we have not offered to collect the goods, we will issue the refund no later than 14 days after:

• The day we receive the returned goods; or

• The day you provide evidence that you have sent the goods back,

whichever occurs first.

Where the applicable rules require reimbursement from the date of cancellation, we will follow those requirements.

Refunds will normally be made using the original payment method, unless you have expressly agreed otherwise.

We will not impose a refund administration fee.

After we have issued your refund, the time taken for the amount to appear in your account may depend on your bank or payment provider.

If your refund has not appeared within the timeframe advised by your payment provider, please contact us for assistance.

8. Original Delivery Charges

When you exercise your statutory right to cancel an eligible order, we will reimburse the original delivery charges up to the cost of the least expensive standard delivery method offered by Quenlauren.

If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional cost above the standard delivery charge.

Where standard delivery was provided free of charge, there will be no standard delivery fee to reimburse.

Different remedies may apply where goods are faulty, incorrectly supplied or otherwise do not conform to the contract.

9. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, incomplete or incorrect, please contact us at:

support@Quenlauren.store

Where possible, include:

• Your order number.

• A description of the issue.

• Photographs showing the problem, if available.

• Details of the affected item.

Photographs may help us investigate the issue, but their absence will not automatically prevent you from exercising your statutory rights.

Under the Consumer Rights Act 2015, goods must generally be:

• Of satisfactory quality.

• Fit for their intended purpose.

• As described.

Where goods fail to meet these requirements, you may be entitled to a refund, repair, replacement or another statutory remedy.

Quenlauren will handle such claims in accordance with applicable UK consumer law.

10. Your 30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject non-conforming goods within 30 days, subject to statutory conditions and exceptions.

Where this right applies, you may be entitled to reject the goods and receive a refund.

You do not have to accept store credit or a replacement instead of a refund where the law gives you the right to reject the goods.

If a problem is discovered after the initial 30-day period, additional statutory remedies may still be available.

11. Faults Discovered After 30 Days

Where goods develop a fault after the initial 30-day rejection period, customers may be entitled to a repair or replacement under the Consumer Rights Act 2015.

If the appropriate remedy is unsuccessful, unavailable or cannot be provided in accordance with the law, you may be entitled to a price reduction or final right to reject.

For faults identified within the first six months after delivery, the law generally presumes that the fault was present at delivery unless the retailer establishes otherwise or a relevant statutory exception applies.

After six months, you may be required to demonstrate that the goods did not conform to the contract when delivered.

Legal claims may be available for up to six years in England, Wales and Northern Ireland, or five years in Scotland, subject to the applicable legal rules.

These periods are not guarantees that products will remain free from defects throughout their duration.

12. Non-Returnable Items and Exceptions

Certain products are excluded from the statutory 14-day cancellation right under specific circumstances.

These may include:

• Goods made to the customer's specifications or clearly personalised.

• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

• Other products falling within a specific statutory exception.

For example, certain sealed underwear or hygiene-sensitive products may be excluded from change-of-mind returns once their protective seal has been broken.

These exceptions apply only where the relevant legal conditions are satisfied.

They do not remove your rights concerning faulty, damaged, misdescribed or otherwise non-conforming goods.

13. Sale and Promotional Items

Products purchased during sales, seasonal promotions or special offers remain covered by applicable UK consumer protection legislation.

Discounted items are subject to the same statutory cancellation and consumer rights as other eligible products.

A promotional or reduced price does not automatically make a product non-returnable.

Where a refund is due, it will generally be calculated using the amount actually paid, subject to the applicable legal requirements.

If an order includes promotional gifts, bundle discounts or multi-buy offers, the treatment of those benefits will depend on the terms of the promotion and the applicable law.

Any adjustment will be fair, transparent and consistent with your statutory rights.

14. Exchanges

If you would like a different size, colour or style, please contact:

support@Quenlauren.store

We will advise whether an exchange is available, subject to product availability and the circumstances of your request.

Exchanges requested solely because of personal preference are not guaranteed.

You may instead exercise your statutory cancellation rights where applicable and place a new order.

Nothing in this section limits any statutory right to repair, replacement or another remedy for non-conforming goods.

15. Lost or Missing Deliveries

If your order has not arrived, please contact us with your order details.

We will investigate the delivery status and work with the relevant delivery provider where necessary.

Where goods are delivered by a carrier arranged by Quenlauren, the risk of loss or damage generally remains with us until the goods come into your physical possession or that of a person you have nominated, subject to applicable statutory exceptions.

If a shipment is lost before the risk legally passes to you, we will provide an appropriate remedy in accordance with UK consumer law.

16. Cancelled Orders Before Dispatch

If you wish to cancel your order before dispatch, please contact us as soon as possible:

support@Quenlauren.store

We will make reasonable efforts to stop the order before shipment.

If your order has already been dispatched, you may still exercise your statutory cancellation rights where applicable.

Cancellation rights are not automatically lost merely because an order has entered the shipping process.

17. International Returns

Where Quenlauren accepts orders from destinations outside the United Kingdom, return arrangements may vary depending on the delivery country.

Customers will be informed of applicable return instructions and any charges for which they are legally responsible.

Quenlauren will comply with mandatory consumer protection requirements applicable to the relevant transaction.

Any additional customs procedures, import charges or cross-border return requirements will be communicated where applicable.

We will not apply international return conditions in a manner that unlawfully restricts mandatory consumer rights.

18. Refunds for Payments Made Through Third-Party Providers

If you paid through a supported payment provider, your refund will normally be returned through the original payment method.

Payment providers and financial institutions may have their own processing times.

Quenlauren will remain responsible for meeting its legal refund obligations regardless of the payment processor used.

19. Customer Responsibilities

To help us process returns efficiently, we encourage customers to:

• Provide accurate order details when contacting support.

• Handle products with reasonable care.

• Package returns appropriately.

• Retain proof of postage where possible.

• Contact us promptly when identifying a problem.

These recommendations do not impose additional conditions on your statutory cancellation rights or remedies for faulty goods.

20. Consumer Protection and Statutory Rights

Quenlauren respects the consumer rights established under UK law.

Nothing in this policy is intended to exclude or limit any rights that cannot legally be excluded or restricted.

In particular, your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 take precedence over any inconsistent provision in this policy.

If any provision of this policy conflicts with mandatory applicable law, that law will prevail.

21. Changes to This Policy

Quenlauren may update this Return & Refund Policy from time to time to reflect changes in legislation, operational procedures or customer service practices.

The latest version will be published on our website.

Changes will not retrospectively remove statutory rights or contractual rights already acquired by customers.

22. Contact Information

For questions concerning returns, refunds, cancellations, exchanges or defective products, please contact our customer support team.

Quenlauren

Website: https://Quenlauren.store

Email: support@Quenlauren.store

Our team will aim to respond promptly and assist you in accordance with applicable consumer protection law.

23. Model Cancellation Form

You may use the following form to notify us of your decision to cancel an eligible purchase.

Use of this form is optional.

To: Quenlauren
Email: support@Quenlauren.store

I hereby give notice that I cancel my contract of sale for the following goods:

Order Number: __________________

Product(s): __________________

Ordered On: __________________

Received On: __________________

Customer Name: __________________

Customer Address: __________________

Date: __________________

Please email your completed form or send another clear statement of cancellation to support@Quenlauren.store.

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