Refund policy
Return Policy • Refunds • Exchanges
Return & Refund Policy
At qenvo, we want you to feel confident when shopping for men’s and women’s fashion. Please review our return, refund, and exchange policy before placing your order.
By placing an order with qenvo, you agree to this Return & Refund Policy, our Shipping Policy, Terms of Service, and Privacy Policy.
14-Day Return Window
We accept eligible return requests within 14 days after delivery. To qualify, items must meet the return conditions listed in this policy.
Fashion Items
This policy applies to men’s and women’s clothing, shoes, jackets, shirts, dresses, sweaters, coats, boots, and related apparel items purchased from qenvo.
Contact First
Please contact us before sending any item back. Returns sent without approval may not be accepted.
1. Return Eligibility
To be eligible for a return, the item must be returned in the same condition that you received it.
- The item must be unworn, unused, unwashed, and undamaged.
- The item must include original tags, labels, packaging, and accessories where applicable.
- The item must be free from stains, odors, makeup marks, deodorant marks, pet hair, perfume, smoke, or signs of wear.
- You must provide proof of purchase, such as your order number or order confirmation email.
- The return request must be made within 14 days after delivery.
2. How to Start a Return
To start a return, contact us at contact@qenvo.store within 14 days after delivery.
Please include:
- Your order number
- The full name used at checkout
- The email address used at checkout
- The item or items you want to return
- The reason for the return
- Photos if the item is damaged, defective, incorrect, or not as described
3. Approved Returns
If your return request is approved, we will send you return instructions by email. Please do not send items back before receiving return approval and instructions from our support team.
4. Return Shipping
Eligible returns requested within the 14-day return window may qualify for free return support. Return shipping instructions will be provided after your request is reviewed and approved.
5. Non-Returnable Items
The following items cannot be returned unless they arrive damaged, defective, incorrect, or not as described:
- Items that have been worn, washed, used, altered, stained, damaged, or missing tags
- Items returned outside the 14-day return window
- Final sale or clearance items, if clearly marked as final sale at the time of purchase
- Gift cards
- Personalized or custom-made items
- Items returned without approval or without proof of purchase
- Items affected by customer misuse, improper care, or normal wear and tear
6. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, incorrect, missing, or not as described, contact us at contact@qenvo.store as soon as possible.
Please include your order number and clear photos of the item, packaging, shipping label, and any visible issue. We will review the case and provide the next available solution, which may include a replacement, exchange, return, or refund depending on the situation.
7. Exchanges
We may offer exchanges for eligible items depending on product availability. If the requested size, color, or style is unavailable, we may offer another solution, such as a return or refund according to this policy.
8. Size & Fit Issues
If an item does not fit as expected, you may request a return or exchange within the 14-day return window, provided the item is unworn, unused, unwashed, and returned with tags and original packaging.
9. Refund Process
Once we receive and inspect your approved return, we will notify you by email whether the refund has been approved or rejected.
If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for us to process an approved refund after the returned item has been received and inspected.
Your bank, card issuer, or payment provider may take additional time to post the refund to your account after it has been processed.
10. Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account, card statement, or payment account again.
Then contact your bank, credit card company, or payment provider, because refunds can take additional time to appear after they are issued.
If you have completed those steps and still need help, contact us at contact@qenvo.store with your order number.
11. Order Cancellations
If you need to cancel an order, contact us as soon as possible at contact@qenvo.store. We will do our best to help, but cancellations may not be possible once an order has been processed, packed, or shipped.
12. Address Issues
Customers are responsible for entering a complete and accurate shipping address at checkout. If a package is delayed, returned, or lost due to an incorrect address, contact us so we can review the situation and provide available options.
13. Refused or Undeliverable Packages
If a package is refused, unclaimed, or returned because the address was incomplete or incorrect, we will review the order once the package is returned to us or confirmed by the carrier. Refunds, reshipments, or other solutions will depend on the condition of the returned package, carrier records, and the details of the case.
14. Chargebacks & Payment Disputes
If you have a problem with your order, please contact us first at contact@qenvo.store so we can review and help resolve the issue.
Opening a payment dispute or chargeback before contacting us may delay the resolution process. We may provide order details, tracking records, delivery confirmation, return records, refund records, customer communications, and policy information to the payment provider when responding to a dispute.
15. Third-Party Fulfillment Notice
Some orders may be processed, packed, shipped, or fulfilled using third-party suppliers, warehouses, shipping carriers, or logistics partners. However, qenvo remains responsible for customer support, order assistance, returns, exchanges, and refunds according to our published store policies.
Contact us at contact@qenvo.store or call +1 (571) 615-6588. Please include your order number for faster support.
Business Address: 1302 Patterson St, Flatwoods, Kentucky 41139, USA