Refund policy

Returns and Refunds Policy

Last Updated: [03/06/2026]

At Qassre, customer satisfaction is important to us. Please read this Returns and Refunds Policy carefully before making a purchase.

1. Right to Return

Customers may request a return within 14 days of receiving their order in accordance with applicable consumer protection laws.

To be eligible for a return, the item must:

- Be unused and in its original condition.
- Be returned in its original packaging where possible.
- Include all accessories, documentation, and contents originally supplied.
- Not show signs of damage caused by misuse, negligence, or improper handling.

2. Non-Returnable Items

The following items cannot be returned unless faulty, damaged, or incorrectly supplied:

- Products that have been opened, used, or altered after delivery.
- Personalised or custom-made products.
- Perishable goods.
- Gift cards and promotional items.
- Any products that cannot be resold for hygiene or safety reasons once opened.

3. Damaged, Faulty, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

To assist with your claim, we may request:

- Your order number.
- Photographs of the item.
- Photographs of the packaging.
- A description of the issue.

Where a claim is approved, we may offer:

- A replacement product.
- A refund.
- Store credit.

The remedy offered will be determined at our discretion and in accordance with applicable consumer rights legislation.

4. Return Process

Before returning any item, customers must contact Qassre to obtain return authorisation.

Unauthorised returns may be refused.

Customers are responsible for ensuring returned items are packaged securely to prevent damage during transit.

5. Return Shipping Costs

Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for all return shipping costs.

Original shipping charges are non-refundable unless required by law.

We recommend using a tracked delivery service, as Qassre cannot be responsible for returns lost in transit.

6. Refund Processing

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 14 business days.

Processing times may vary depending on your payment provider or financial institution.

7. Order Cancellations

Orders may be cancelled before they have been processed for dispatch.

Once processing or shipment has commenced, cancellation may not be possible and the order will instead be subject to this Returns and Refunds Policy.

8. Refused Deliveries

If a customer refuses delivery of an order without a valid reason, any shipping costs, return shipping fees, customs charges, or other expenses incurred may be deducted from any refund issued.

9. Chargebacks

Customers are encouraged to contact Qassre directly before initiating a chargeback or payment dispute.

Where a chargeback is initiated fraudulently or without attempting to resolve the issue with us first, we reserve the right to dispute the chargeback and provide supporting evidence to the payment provider.

10. Consumer Rights

Nothing in this policy affects your statutory rights under the laws of England and Wales or any other applicable consumer protection legislation.

11. Contact Us

For all return, refund, and cancellation requests, please contact our customer support team using the contact details provided on our website.

By placing an order with Qassre, you acknowledge and agree to this Returns and Refunds Policy.