Policy Overview
Qivelladora provides a limited thirty-day return process for eligible products delivered within Hong Kong. This policy explains when a return may be requested, how doorstep collection works, what happens during assessment, and when an exchange or refund is available.
Eligibility Gateway
You may request a return when:
- The product arrived damaged; or
- The product delivered was not the product ordered.
The request must be submitted within 30 calendar days beginning on the delivery date. The product must remain in its original packaging and be available for collection.
We may request photographs of the product, packaging, and reported issue. Eligibility is determined after collection and assessment.
Requests We Do Not Accept
Qivelladora does not provide returns for a change of mind, personal preference, unwanted color, ordering error, or an item that is no longer required. A return may also be declined outside the thirty-day period or without original packaging.
These exclusions apply only to our voluntary policy. They do not override rights that cannot lawfully be excluded, including applicable rights relating to goods that do not correspond with their description or required quality standards.
Starting a Return
Email shopping@qivelladora.com within the return period. Include your contact details, order details, delivery date, an explanation, and photographs if available. Do not use an un-arranged courier service.
Qivelladora will coordinate doorstep collection from the original delivery address or another agreed Hong Kong address. Customers pay no collection charge and no restocking fee. Collections outside Hong Kong are unavailable.
Package the product securely in its original packaging and make it available at the agreed time. Collection does not establish eligibility.
Twenty-Four-Hour Assessment
Qivelladora will assess the collected product within twenty-four hours after collection. We will compare the returned item with the order record and review the reported damage or delivery error. We may contact you if further information is reasonably required.
Records support consistent decisions.
If the assessment confirms that the product was damaged when delivered or that an incorrect product was supplied, the return will qualify. If the reported issue cannot be established, Qivelladora may decline the request and explain the outcome. Every decision remains subject to mandatory Hong Kong consumer law.
Return Sequence
For an eligible return, an exchange is the first available solution. Qivelladora will arrange a replacement of the product ordered when it is in stock. Exchange arrangements will be communicated using the contact details associated with the order.
If the replacement is out of stock, Qivelladora will provide a refund instead. Customers cannot select a refund instead of an available exchange under this voluntary policy, unless applicable law requires another solution.
Bank Transfer Refunds
Refunds are issued only by bank transfer. Once the 24-hour assessment is completed and a refund is due, Qivelladora will begin processing the transfer. We may request the account details and order information reasonably needed to make payment.
The transferred amount may take up to 7 business days to appear in the customer's account, depending on the banking provider. Bank processing periods are outside Qivelladora's control. Customers are responsible for supplying accurate bank details. Personal information submitted for a refund is handled under our Privacy Policy and the Personal Data (Privacy) Ordinance (Cap. 486).
Hong Kong Consumer Protections
This policy operates subject to the Sale of Goods Ordinance (Cap. 26), including applicable terms concerning description and quality; the Trade Descriptions Ordinance (Cap. 362), which addresses false descriptions and unfair trade practices; the Control of Exemption Clauses Ordinance (Cap. 71); and the Unconscionable Contracts Ordinance (Cap. 458).
The Electronic Transactions Ordinance (Cap. 553) may apply to electronic return communications and records. If this policy conflicts with a mandatory statutory right, that right prevails. Nothing here limits liability where limitation is prohibited by law.
Questions and Resolution
For return requests, status questions, or complaints, contact shopping@qivelladora.com. Please include your order details so we can review the matter efficiently. Qivelladora will communicate the assessment outcome and available solution within a reasonable period. Hong Kong law governs this policy, and disputes are subject to the jurisdiction of Hong Kong courts, without limiting any forum or solution available under mandatory law.