Refund policy

Cancellation Policy & Right of Return

Effective: February 2025

1. Right of Withdrawal & Return Period

We offer you a 30-day return period, which means you have 30 days after receiving your goods to request a return.

In addition, customers within the European Union are entitled to the statutory 14-day right of withdrawal. Within this period, you may cancel the purchase without giving reasons. However, the goods must be in the same condition as when you received them: unworn or unused, with tags, and in the original packaging. We also require proof of purchase or a receipt.

To exercise your right of withdrawal, you must inform us (QOQO cosmetics Shop) of your decision to withdraw from this contract by means of a clear declaration (e.g., a letter sent by post or an email). You may use the attached withdrawal form, but it is not mandatory.

Please send your declaration of withdrawal to:

QOQO cosmetics Shop
Address: Avenida Alcaides de Faria entlade 217 LOJA 19, 4750-106 Barcelos, Braga, Portugal
Email: info@qoqo-care-shop.com

To comply with the withdrawal period, it is sufficient for you to send your notice of exercising the right of withdrawal before the withdrawal period has expired.

2. Return Process

To initiate a return, please contact us at info@qoqo-care-shop.com. Returns must be sent to the following address:

[INSERT RETURN ADDRESS]

If your return is accepted, we will send you a return label as well as instructions for sending back the goods. Please note that items returned without prior request will not be accepted.

For questions about returns, you can contact us anytime at info@qoqo-care-shop.com.

3. Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, including delivery costs (except for any additional costs arising if you chose a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the day on which we received your notice of withdrawal.

For this refund, we will use the same payment method that you used in the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this refund.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send the goods before the period of 14 days has expired.

You bear the direct costs of returning the goods. If the goods cannot be returned by normal post due to their nature, you will bear the direct costs of return shipping, estimated at a maximum of [estimated return cost depending on product size] EUR.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Damages & Order Issues

Please inspect your order immediately upon receipt. If an item is defective, damaged, or you receive the wrong item, please contact us immediately. We will review the case and provide an appropriate solution.

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, or plants)

  • Custom-made or personalized products

  • Hygiene items or cosmetic products that cannot be returned for health or hygiene reasons if their seal has been removed after delivery

  • Hazardous materials, flammable liquids, or gases

In addition, we cannot accept returns for sale items or gift cards. If you have questions about a specific item, please contact us in advance.

6. Exchanges

If you wish to exchange an item, please return the original item. Once the return is accepted, you may place a new order for the desired item. This ensures that the item you want is in stock and reaches you as quickly as possible.

7. Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved. If approved, the refund will be automatically processed to your original payment method within 10 business days.

Please note that depending on your payment provider or bank, it may take additional time before the refund is visible in your account. If more than 15 business days have passed since your return was approved and you have not yet received your refund, please contact us at info@qoqo-care-shop.com.