Returns & Refunds
Eligibility & Return Window
We want every Quanolo order to work out for you, whether it is a home-improvement tool or a lifestyle item for the house. You may return an eligible item within 30 days of the date you receive it. This is our own, generally more generous policy, offered on top of the statutory rights described in section 02, not instead of them. Please read the conditions below before starting a return.
✓ Eligible
Requested within 30 days of the date you received the item.
Item is unused, in its original condition, and includes all accessories and fittings.
Original packaging is present and the item is in resalable condition.
Item arrived defective, damaged, or incorrect (see section 08).
✗ Not eligible
Request submitted after the 30-day window, and outside your statutory rights described in section 02.
Signs of use, installation, fitting, or customer-caused damage.
Missing parts, hardware, or fixings that shipped with the item.
Items listed in section 07 as non-returnable.
Note on condition
All returned items are inspected on arrival. If packaging, accessories, or condition do not meet the criteria above, we will contact you before your refund is processed and may return the item to you instead. This inspection standard applies to our voluntary 30-day policy. Within your first 14 days, the separate statutory standard described in section 02 applies, and it is more lenient about handling the item to examine it.
UK Statutory Cancellation Right
This section is a mandatory legal notice. It applies to every customer, because Quanolo sells only to the United Kingdom, and it stands on its own alongside, not instead of, the rest of this policy.
You have a legal right to cancel your order within 14 days, without giving any reason.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer ordering from Quanolo for delivery in the United Kingdom, you have a statutory right to cancel your contract within 14 days of receiving your goods. You do not need to give a reason. This right is a legal minimum. It cannot be waived, reduced, or excluded by us, and it exists whether or not you rely on our separate, more generous 30-day return policy described in section 01.
Telling us you want to cancel. The cancellation period expires 14 days after the day you, or a person you nominate, receive the goods (or, where an order is delivered in several parts, 14 days after the day you receive the last part). To cancel, you must inform us of your decision by a clear statement, for example a letter sent by post or an email, before this 14-day period expires. Contact us at info@quanolo.com or call +1 740 272-5703, and state your name, address, order number, and order date.
Sending the goods back. Once you have told us you are cancelling, you have a further, separate 14 days from that notification to send the goods back to us. This second 14-day period runs independently of the first, and of the 30-day window in section 01.
Getting your money back. We will reimburse all payments received from you, including the standard delivery cost you paid, without undue delay and in any event within 14 days of the day we receive the goods back, or, if earlier, the day you provide evidence that you have sent them back. You are responsible for the direct cost of returning the goods, unless we agree otherwise, or unless the goods arrived defective, damaged, or incorrect, in which case Quanolo (SBV Business LLC) covers return shipping, as described in section 04.
Nothing in section 01, including our voluntary 30-day return window, limits, replaces, or reduces this statutory right. Our 30-day policy is more generous than, and fully satisfies, this legal minimum, but this notice remains in force in its own right for the first 14 days after you receive your order.
Independent information
For the full text of the regulation, you can read the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 on legislation.gov.uk, or general consumer guidance from the Citizens Advice consumer service at citizensadvice.org.uk.
How to Return or Cancel an Order
Whether you are exercising your 14-day statutory cancellation right or returning within our 30-day policy, the process is the same. Email us with your order details and we will confirm before you ship anything back.
Email us your request
Send your order number, the item, and your reason for return, if you wish to give one, to info@quanolo.com. A statutory cancellation under section 02 needs no reason, only a clear statement that you are cancelling, within 14 days of receipt. A voluntary return under section 01 should be requested within 30 days of receipt.
Receive confirmation and instructions
We confirm your cancellation or return and send you the return address in section 04 along with packaging instructions. Please wait for this confirmation before shipping.
Pack and ship
Repackage the item securely with all accessories and fittings included. Use a trackable shipping method and keep your proof of postage, especially if you are relying on the 14-day statutory window in section 02.
Receipt and refund
Once we receive your return, or your proof of return shipment, your refund is processed. See section 05 for timing.
Return Shipping & Costs
Who pays for return shipping depends on the reason for your return, and this rule applies the same way whether you are cancelling under your 14-day statutory right or returning within our 30-day policy. Please wait for our confirmed instructions before sending anything back to us.
Where returns are sent
Unjian Technology
Attn: Mr. Chen
Xuda Highend Manufacturing Industrial Park
Shenzhen, Guangdong 518126
China
Mobile: +86 180 9896 8284
Please contact info@quanolo.com to confirm your return is approved before shipping. This is a warehouse address for processing returns only, not a general correspondence address.
Use a trackable shipping method
Quanolo is not responsible for returns lost in transit when the customer arranges shipping. Please keep your tracking number or proof of postage until your refund is confirmed, since either can also serve as the evidence of return referred to in section 02.
Refunds & Timeline
Once we receive your returned item, or your proof that you have sent it back, your refund is issued to your original payment method. This timeline is the same maximum the law requires for statutory cancellations under section 02, and we apply it to every eligible return under this policy.
Original payment method
Refunds are issued to the same payment method used for your original purchase, within 14 days of us receiving the returned item or receiving proof of return shipment, whichever is earlier. Your bank or card provider may take a few additional business days to reflect the refund in your account.
Processing timeline
Return shipped and proof received
Once you send your tracking number or proof of postage, our 14-day refund clock starts, even before the parcel physically arrives.
Item received and logged
Logged at our facility. Email confirmation sent to you. If this happens before your proof of postage reached us, this earlier date starts the clock instead.
Refund issued (within 14 days)
Refunded to your original payment method within 14 days of whichever date, receipt or proof of shipment, came first.
Email confirmation
We email you once the refund has been issued. Contact us if you have not received it after 14 days.
Exchanges
Prefer a different size, colour, or model rather than a refund? We are happy to help.
Exchange request
Email info@quanolo.com within 30 days of receipt with your order number and the item you would like instead. We will confirm availability and send return instructions for your original item.
How it works
Once we receive and inspect your original item, we ship the replacement. If the replacement costs more, we send a payment link; if it costs less, we refund the difference to your original payment method.
Non-Returnable Items
For hygiene, safety, and practical reasons, a small number of items cannot be returned once opened, used, or installed.
✗ Cannot be returned
Items that have been installed, fitted, or permanently affixed.
Hygiene-sealed items with the seal broken or removed.
Items marked as final sale at the time of purchase.
Gift cards.
Your statutory rights are unaffected
These exclusions apply to our voluntary 30-day return policy described in section 01. They do not limit or exclude any right you hold under the Consumer Contracts Regulations 2013 that cannot lawfully be waived, including the 14-day statutory cancellation right described in section 02, and the standard statutory exceptions to that right, such as hygiene-sealed goods once unsealed, still apply as a matter of law.
Damaged, Defective & Incorrect Items
If your order arrives damaged, stops working correctly, or is not what you ordered, contact us and we will make it right at no cost to you.
Document the issue
Take photos or a short video of the item, its packaging, and any visible damage or fault. Keep all original packaging.
Contact us
Email info@quanolo.com with your order number, a description of the issue, and your photos.
We arrange the resolution
We provide a prepaid return label at no cost to you. Once received, you may choose a replacement or a full refund, including any delivery charge you paid.
We always aim to make it right
Defective, damaged, or incorrect items are resolved at no cost to you, and never against your statutory rights.
This commitment sits alongside, and does not replace, the statutory rights described in section 02, or any other consumer right or remedy you hold under the law of the United Kingdom.
Questions? We're here to help.
Reach out any time and our team will get back to you.
info@quanolo.comThis policy applies to orders placed onquanolo.com and shipped within the United Kingdom. It is governed by the laws of the State of South Carolina, USA, where our operating entity is registered, without prejudice to any mandatory statutory right you hold under the law of the United Kingdom, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 described in section 02. We may update this policy from time to time; updates do not reduce your statutory rights. Effective 15 September 2026.