Return and Refund Policy

At Shopquei, we value your satisfaction and are committed to providing a smooth return and refund process in line with U.S. consumer protection laws. Please review our policy carefully to understand your rights and how we handle returns, exchanges, and refunds.

1. Return Eligibility

Under U.S. law, consumers are entitled to return goods within a reasonable timeframe if they are faulty or not as described. At Shopquei, we allow returns for items that meet the following conditions:

Return Window: You may return items within 30 days from the date of delivery.
The item must be unused, unworn, and in its original packaging with all tags and accessories.
Proof of purchase, such as an order number or receipt, is required.

Exceptions

The following items are not eligible for return under U.S. law:

Final Sale Items: Products marked as final sale or clearance cannot be returned.
Gift Cards: These are non-refundable and non-returnable.
Personalized Items: Custom-made products cannot be returned unless faulty.
Health and Hygiene Products: For health and safety reasons, certain items like underwear and swimwear cannot be returned unless faulty or damaged.

2. Return Process

To initiate a return:

Contact Us: Email contato@shopquei.com.br with your order number, reason for the return, and any photos if applicable (e.g., if the product is damaged or defective).
Approval: Upon approval, we will provide instructions on how to return the item.
Shipping: You are responsible for return shipping costs unless the item is damaged, defective, or not as described. We recommend using a trackable shipping service.

Important Notes:

All returns must be pre-approved. Unauthorized returns will not be accepted.
The item must be in its original condition. Returns that show signs of wear, damage, or alteration may not be accepted or may result in a reduced refund.

3. Refunds

In accordance with U.S. consumer protection laws, once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed to your original payment method within 7 to 10 business days.
Original shipping fees are non-refundable unless the return is due to a product defect or error on our part.

Partial Refunds

In certain situations, only partial refunds may be granted, including but not limited to:

Items returned with signs of use, wear, or damage that were not present at the time of delivery.
Any item not in its original condition or missing parts.

4. Exchanges

If you need to exchange an item for a different size, color, or another product:

You will need to return the original item and place a new order.
We will process the refund for the original item once it is returned in acceptable condition.

5. Defective or Incorrect Items

In accordance with the Magnuson-Moss Warranty Act and other U.S. consumer protection laws, if you receive an item that is defective or not as described, you are entitled to a replacement or refund. Please follow these steps:

Report the Issue: Contact us within 48 hours of receiving the item at contato@shopquei.com.br, providing details and photos of the defect or issue.
Return or Replacement: We will offer a replacement or full refund, including shipping costs.

6. Cancellations

You may cancel your order before it has been processed or shipped. If the order has already been shipped, it will need to be treated as a return once it arrives. Please note that shipping fees for non-defective items are non-refundable once the package has been shipped.

7. Refund Timeline

Once your return is received and inspected:

You will receive an email notification regarding the status of your refund.
Approved refunds will be processed back to your original payment method within 7-10 business days.
Please note that your bank or credit card company may take additional time to process and post the refund to your account.

If you have not received your refund after this time, please:

Check with your bank or credit card provider.
Contact us at contato@shopquei.com.br for further assistance.

8. Return Shipping Costs

Under U.S. law, the customer is typically responsible for return shipping costs unless the item is faulty or incorrect. If your return is due to a defect or error on our part, Shopquei will cover the cost of return shipping.

9. Changes to Our Return Policy

We may update this policy periodically to comply with changes in U.S. law or to improve our services. Any changes will be posted on this page, and the “Last Updated” date will reflect the latest version of the policy.