RETURNS & REFUNDS
We want customers to understand their rights when buying from Qalunorvex. This policy explains cancellation, returns and refunds for online purchases. It does not remove any rights available under consumer law.
1. YOUR RIGHT TO CANCEL AN ONLINE ORDER
For most goods purchased online, UK consumers can cancel without giving a reason within 14 days after the day they receive the goods. If several goods are delivered separately as part of one order, the cancellation period normally begins after the final item is received.
You can exercise this right by sending a clear notice that you wish to cancel. You can telephone +44 7858 786393 or send written notice to FEXSON SOLUTIONS LTD at 108 Ponteland Road, Newcastle upon Tyne, NE5 3DD, United Kingdom. Please identify the order and items you are cancelling.
You do not have to give a reason for cancellation. The deadline is met when you communicate your decision within the applicable cancellation period.
2. RETURNING GOODS AFTER CANCELLATION
After informing us that you wish to cancel, you normally have a further 14 days to send back the goods. Contact us for the correct return instructions and destination before sending a parcel. The registered office is listed for correspondence and is not confirmed as a parcel-return location.
You may inspect and handle goods as you would in a shop. If the value of an item is reduced by handling beyond what is necessary to establish its nature, characteristics and functioning, a deduction may be allowed by law.
The customer is responsible for direct return postage on a change-of-mind cancellation only where that cost was properly disclosed before purchase and the business has not agreed to bear it. If the required cost information was not given before purchase, applicable law generally requires the trader to bear the direct return cost. Details of any unusual or higher return costs must be provided before checkout where legally required.
3. REFUNDS AFTER CANCELLATION
When you validly cancel an order, the refund generally includes the cost of the cancelled goods and the cost of the least expensive standard delivery option offered for that order. If you selected a more expensive delivery option, the additional delivery cost does not normally have to be refunded.
Refunds are made without undue delay and, for returned goods, generally within 14 days after we receive the items or you provide evidence that they were sent back, whichever happens first. Where no goods need to be returned, different statutory timing may apply.
We refund using the original payment method unless you expressly agree to another method. We do not charge a separate refund fee.
4. EXCEPTIONS TO CHANGE-OF-MIND CANCELLATION
Some goods are excluded from the statutory change-of-mind cancellation right, including products genuinely made to a customer's specifications or clearly personalised for that customer. Other legal exceptions may apply in specific circumstances.
The fact that a product is described as 'made to order' does not automatically establish that an exception applies. Any relevant exception should be clearly explained before the order is made.
These exceptions do not remove the right to seek a remedy for goods that are faulty, misdescribed or otherwise fail to meet the standards required by law.
5. FAULTY, DAMAGED OR MISDESCRIBED GOODS
If goods are faulty, do not match their description or fail to meet relevant statutory standards, you may be entitled to a refund, repair, replacement or other remedy under the Consumer Rights Act 2015.
For qualifying faulty goods, a short-term right to reject is normally available within 30 days. After that period, rights to repair, replacement, price reduction or a refund may apply depending on the circumstances. Faulty-goods rights are separate from the 14-day change-of-mind cancellation period.
Where the trader is responsible for faulty or incorrectly supplied goods, the trader must meet its legal obligations in relation to reasonable return costs. We will not require you to give up statutory rights in order to resolve a complaint.
6. HOW TO REQUEST CANCELLATION OR A RETURN
Contact Qalunorvex by telephone on +44 7858 786393 or write to FEXSON SOLUTIONS LTD, 108 Ponteland Road, Newcastle upon Tyne, NE5 3DD, United Kingdom.
Please provide enough information to identify your order and explain whether you are cancelling because you changed your mind or reporting a fault, damage or an incorrect product.
We will provide the return instructions applicable to the order. A request for instructions does not suspend or shorten any statutory cancellation deadline.
7. SIMPLE CANCELLATION NOTICE
You may use these words to cancel. They are optional, and another clear statement is acceptable:
'I give notice that I am cancelling my online purchase from Qalunorvex. I will provide my name, order details and the goods covered by this cancellation.'
You may send this notice to FEXSON SOLUTIONS LTD at its registered office address listed above. Keep a copy of your notice and any evidence showing when it was sent.
8. CONTACT
Qalunorvex / FEXSON SOLUTIONS LTD
Telephone: +44 7858 786393
Registered office: 108 Ponteland Road, Newcastle upon Tyne, NE5 3DD, United Kingdom