Returns
At Quokka, we want you to be completely satisfied with your purchase. If not, you may request a return for one or more items under the conditions outlined below.
Return period
You have 14 calendar days from the date of delivery to notify us of your decision to return.
Once you have notified us, you will have an additional 14 calendar days to send the product back.
How to return an item
To initiate a return, follow these steps:
- Email us at info@byquokka.com.
- Provide your order number, the items you wish to return, and optionally the reason.
- We will reply with the instructions to complete your return.
Return conditions
- Items must be in the same condition as received.
- They should retain original packaging, labels, warranties, and accessories whenever possible.
- The return should preferably be made using the original shipping box.
- If not possible, suitable packaging must be used to ensure proper protection.
- Including the order number or delivery note inside the package is recommended.
Return shipping costs
Return shipping costs are the responsibility of the customer.
If the return is due to our error or a defective product, Quokka will cover the return shipping costs.
In such cases, you must contact us in advance so we can guide you through the process.
Refunds
Once the returned item has been received and inspected, we will confirm whether the refund applies.
The refund will be processed as soon as possible and, in any case, within a maximum of 14 calendar days from receiving the item or proof of return.
The refund will be issued using the same payment method used for the purchase, unless otherwise agreed.
In case of withdrawal, the refund will include the returned items and, where applicable, the cost of standard delivery (the least expensive option). Additional costs from premium shipping options will not be refunded.
Non-returnable items
Returns will not be accepted in the following cases:
- Items not in the same condition as received.
- Items used beyond simple inspection.
- Custom or personalized products, unless there is an error or manufacturing defect.
If the product has a defect or lack of conformity, the customer may exercise their rights under the applicable legal warranty. For more information, please refer to our Terms and Conditions.
This policy does not affect your statutory consumer rights.
Contact
If you have any questions or wish to start a return, please contact us at info@byquokka.com or visit our contact page.
