A Word Before We Get into It
At Quoravixello, we believe that buying a handbag, whether it's for everyday use or a special occasion, should come with a sense of confidence. You shouldn't have to wonder what happens if something goes wrong. This policy exists to answer that question directly and honestly, without the usual wall of fine print that leaves you more confused than reassured.
We've written this in plain language because you deserve to know exactly where you stand. Read through it at your own pace, and if anything is unclear, our inbox at support@quoravixello.com is always open.
How We Accept Payment, And Why It Matters Here
Before we get into returns and refunds, it's worth explaining how payments work at Quoravixello, because it shapes the entire refund process.
We operate exclusively on a Cash on Delivery (COD) basis. This means you pay only when your order arrives at your door, not before. We chose this approach deliberately, as a way of building actual trust with our customers. You don't part with a single dollar until you're holding the package in your hands.
Because no digital or card payment is collected upfront, our refund process works differently from the usual. We'll explain exactly how further below.
The 30-Day Return Window
If something isn't right with your order, you have 30 calendar days from the date of delivery to raise a return request. We count from the day your order was delivered, not the day it was dispatched, and not the day you contact us.
We want this window to feel reasonable and real, not like a procedural loophole that expires before you've had a proper chance to assess what arrived.
When a Return Is Accepted
We want to be upfront about this: not every return request will be eligible, and that's important to say clearly rather than bury in conditions.
Returns are accepted under the following circumstances:
The product delivered was damaged, this includes physical defects, broken hardware, tears, or any condition that makes the item unsuitable for use. The product delivered was incorrect — meaning you received a different item from what you actually ordered, whether in style, color, or size.
If your return falls into either of these categories, we will accept the request without question. What we do ask is that you contact us within the 30-day window and provide your order details along with a brief description of the issue. Photos are helpful but not always required — we'll let you know if we need them.
Returns are not accepted for change-of-mind purchases, sizing preferences unrelated to an error on our part, or items that have been visibly used or altered after delivery.
The Pickup Process
Once your return request has been reviewed and accepted, we take over from there. You won't need to figure out how to ship the item back to us or cover any courier costs.
We arrange a pickup directly from your location, at a time that suits you. Our team will coordinate with you via email or phone to confirm the pickup slot. The entire return, including the pickup, is completely free of charge. We do not apply any return fees or restocking charges. The inconvenience of receiving a wrong or damaged item is already enough; we're not going to add a fiscal cost above it.
Inspection After the Item Reaches Us
Once the returned item arrives back with us, we conduct a thorough inspection to confirm the reported issue. This inspection takes one working day from the date we receive the item.
We will notify you by email once the inspection is complete and let you know the outcome. In the vast majority of cases where the return falls within the accepted criteria, this step is straightforward and quick.
Your Options: Exchange or Refund
After a return is accepted, you get to choose what happens next. We offer two options, an exchange or a full refund, and the choice is entirely yours.
Exchange
If you'd like a replacement, we'll check whether the correct or undamaged version of your item is currently in stock. If it is, we'll dispatch the exchange order to you promptly, following the same delivery timeline outlined in our Shipping Policy. If the item is out of stock at the time of your request, we'll let you know and offer a refund instead.
Full Refund
If you'd prefer your payment returned to you, we'll process a full refund. Since all orders are paid via Cash on Delivery, refunds are issued exclusively through bank transfer, there is no other channel available.
Here's exactly how the refund process works:
Once your return is accepted, we will reach out to you at the email address on your order to request your bank account details. We ask that you provide accurate information, as errors in bank details can result in failed transfers that are actually difficult to recover.
Once we have your bank details, we will initiate the transfer within one working day. The refund amount will reflect the exact sum paid at delivery, no deductions, no partial amounts.
Please note that while we process the transfer within one working day on our end, the time it takes for the amount to appear in your account depends entirely on your bank. This typically ranges between seven to eight working days from the date we initiate the transfer. If it hasn't reflected after that period, we recommend checking with your bank first, and then reaching out to us at support@quoravixello.com if the issue persists.
The Refund Process
When you provide your bank details for a refund, that information is used solely to complete your transfer. We handle all personal data, including banking details shared during the refund process, in strict accordance with the Personal Data (Privacy) Ordinance (Cap. 548) (PDPO) of Hong Kong, which governs how organizations collect, use, and disclose personal data.
Your bank details will not be stored beyond the duration necessary to complete the transaction, and will not be shared with any party other than the banking institution processing the transfer. You retain the right to request access to or correction of your personal data at any time by writing to us at support@quoravixello.com.
A Few Things Worth Knowing
To avoid any back-and-forth, here are a few practical points worth keeping in mind:
Return requests submitted after the 30-day window will not be eligible, regardless of the reason. Items must be returned in the condition they were received; we cannot process returns for items that have been used, modified, or damaged after delivery. Refunds are only possible via bank transfer, given our COD-only payment structure. We are unable to offer refunds through any other method. If you are unsure whether your situation qualifies for a return, reach out to us before the window closes, we'd rather have the conversation early than turn away a valid concern on a detail.
Updates to This Policy
We may revise this Return and Refund Policy as our business evolves or as applicable laws are updated. Any changes will be reflected on this page. We encourage you to review this policy periodically so that you're always working with the current version.
Questions? Just Ask.
No issue is too small to bring to us. Whether you're unsure about a return, waiting on a refund update, or just want to clarify something before placing an order, we're here.
Email: support@quoravixello.com
