Refund policy

Qraeit Return & Refund Policy

Thank you for shopping with Qraeit.
Please read our return and refund policy carefully before making a purchase.

1. Return Period

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

2. Conditions for Returns (Change of Mind)

Returns for change of mind are possible only under the following conditions:

The item is in the same condition as when you received it.
The item is unopened, unused, and not damaged.
The item is in its original packaging with all original tags, labels, and accessories included.
You have the receipt or proof of purchase.

For change-of-mind returns, the customer is responsible for both the original shipping cost and the return shipping cost (round-trip shipping).
Original shipping fees are non-refundable.

If the item has been opened, used, or the packaging is damaged, returns or refunds are not possible unless the item is defective or incorrect due to our error.

3. Non-Returnable / Non-Refundable Items

We do not accept returns or refunds in the following cases:

Any item that has been opened or used (unless defective, damaged, or incorrect).
Perishable goods (e.g., certain food and beverage items) where hygiene or safety may be compromised.
Custom or personalized products.
Personal care and beauty products that have been opened.
Hazardous materials, flammable liquids, or gases.
Sale items and gift cards (final sale).

If you are unsure whether your item is eligible for return, please contact us before opening or using the product.

4. Damaged, Defective, or Wrong Item

Please inspect your order immediately upon receiving it.

The item is defective or damaged, or
You received the wrong item,

so we can review the issue and make it right. In these cases, if we confirm the issue, we will arrange an appropriate solution such as a replacement, store credit, or refund. In the case of our error, we will usually cover the return shipping.

5. Order Cancellations

If your order has not yet shipped, you may request a cancellation, and we will process a full refund.
If your order has already shipped, it can no longer be cancelled. In this case, you may request a return after receiving the item, subject to the return conditions above (unopened, unused, round-trip shipping at customer’s cost).

6. How to Start a Return

To start a return, please contact us before sending anything back:

Phone: 587.839.2358
Email: lydia@qraeit.ca

Please provide:

Your order number
The item(s) you wish to return
The reason for the return
Photos, if the item is damaged or incorrect

If your return is accepted, we will provide you with instructions on how and where to send your package.
Items sent back to us without prior approval will not be accepted.

7. Return Shipping Costs

For change-of-mind returns, the customer is responsible for all shipping costs, including:
- The original shipping cost (non-refundable), and
- The return shipping cost back to our return address.
For approved returns due to our error (defective, damaged, or incorrect item), we will generally provide a return shipping label or otherwise cover reasonable return shipping costs.

8. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved or rejected.

If approved:

A refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at lydia@qraeit.ca.