Refund Policy – Quimre
At Quimre, we take pride in crafting luxury products from Mongolian Cashmere, Italian Leather, Turkish Cotton, and Washable Silk—each designed to deliver lasting quality and comfort. We want you to love every piece you purchase, so this Refund Policy outlines the terms for requesting a refund, including eligibility, process, and timelines tailored to our premium fabrics. By placing an order with us, you agree to comply with this policy, as well as our Terms of Purchase and Privacy Policy.
1. Eligibility for Refunds
To request a refund, your Quimre product must meet the following criteria—designed to protect the integrity of our luxury fabrics:
1.1 Return Window: The product must be returned within 14 calendar days of delivery (we use the shipping carrier’s confirmed delivery date as the start date). This shorter window ensures we can inspect premium fabrics (e.g., Mongolian Cashmere, Italian Leather) before any wear affects their quality.
1.2 Original Condition: The product must be unused, unworn, and in its original, saleable state—critical for preserving luxury materials:
- Mongolian Cashmere: No signs of pilling, stretching, or odor (avoid wearing with jewelry that may snag fibers);
- Italian Leather: No scratches, scuffs, or moisture damage (do not apply leather conditioners or cleaners);
- Turkish Cotton: No stains, fraying, or signs of laundering (original softness and texture must remain intact);
- Washable Silk: No snags, discoloration, or shrinkage (even if labeled “washable, do not launder before return).
All original tags, packaging, and accessories (e.g., dust bags for Cashmere, leather care cards, Turkish Cotton tote bags) must be included and undamaged.
1.3 Non-Final Sale: The product is not marked as “Final Sale” (clearly indicated on the product page, e.g., “Final Sale – No Refunds/Exchanges”). Final sale items typically include limited-edition Italian Leather goods or discounted seasonal Cashmere pieces.
1.4 Proof of Purchase: You must provide your unique order number (from the Final Order Confirmation Email) and a copy of the delivery confirmation.
2. Exceptions to Refund Eligibility
Refunds will not be approved for the following, to protect the quality of our luxury products:
- Products returned after the 14-day window (no exceptions, including international orders);
- Products with signs of wear, damage, or alteration (e.g., trimmed Cashmere hems, dyed Washable Silk, scratched Italian Leather);
- Products returned without original luxury packaging (e.g., missing dust bags for Cashmere, rigid boxes for Leather goods—these protect fabrics during transit);
- Custom or personalized items (e.g., monogrammed Italian Leather wallets, made-to-measure Cashmere sweaters) — unless the item is defective or we made an error.
3. How to Request a Refund
Our refund process is tailored to protect premium fabrics during return shipping—follow these steps for a smooth experience:
3.1 Submit a Refund Request: Email our customer service team at [email protected] with:
- Your full name and order number;
- The product name, SKU, and reason for the refund (e.g., “Mongolian Cashmere Sweater – Size too small,” “Italian Leather Tote – Wrong color”);
- Clear photos of the product (front, back, tags, and any issues if claiming a defect) — this helps us pre-assess eligibility and avoid delays.
3.2 Receive Return Authorization (RA): We review refund requests within 1 business day (faster than standard policies, to prioritize luxury customers). If approved:
- We send an RA Email with a unique RA number (required for processing—write it on the outside of your return package);
- We include fabric-specific packaging instructions (e.g., “Wrap Italian Leather in the original padded sleeve,” “Fold Mongolian Cashmere flat to avoid stretching”);
- We provide our return address (do not ship to the original shipping address—this delays processing).
Note: Unauthorized returns (without an RA number) will be rejected and returned to you at your expense.
3.3 Ship the Product:
- Use a trackable, insured shipping method (e.g., UPS, DHL) — we recommend this for high-value items like Italian Leather goods to avoid loss or damage.
- You are responsible for return shipping costs unless the refund is due to:
- A defective product (e.g., faulty stitching on Cashmere, uneven dye on Silk);
- Our error (e.g., shipped the wrong size/color, damaged during our fulfillment).
- Save your shipping receipt and tracking number—we require these to verify delivery and process refunds.
4. Refund Processing Timeline
We prioritize refund processing for luxury customers to minimize inconvenience:
4.1 Inspection Period: Once we receive your return, our team conducts a fabric-specific inspection within 2 business days:
- Cashmere: Check for pilling, fiber integrity, and tag authenticity;
- Leather: Inspect for scratches, hardware functionality, and material authenticity;
- Cotton/Silk: Verify texture, color consistency, and absence of wear.
4.2 Approval/Rejection Notification: We email you within 1 business day of inspection:
- Approved: A “Refund Confirmation Email” with details (e.g., amount, payment method);
- Rejected: A “Refund Denial Email” explaining the reason (e.g., “Italian Leather has scuffs”) and offering to return the product to you (you pay return shipping).
4.3 Refund Disbursement: Approved refunds are issued to your original payment method (no store credit unless requested):
- Credit/debit cards: 3–5 business days (varies by issuer);
- PayPal: 1–2 business days;
- Apple Pay/Google Pay: 2–3 business days.
Note: Original shipping fees are non-refundable unless the refund is due to our error (e.g., defective product, wrong item). Return shipping fees you paid are only reimbursed if we caused the issue.
5. Refunds for Defective or Incorrect Products
Given the premium nature of our fabrics, we resolve issues with defective or incorrect items quickly:
5.1 Defective Luxury Products: If you receive a product with a fabric or craftsmanship defect (e.g., loose stitching on Cashmere, cracked Leather, torn Silk):
- Notify us within 7 days of delivery (critical for Italian Leather, which can degrade if defects are not addressed promptly);
- Include photos of the defect (close-ups of the issue and the product tag);
- We will:
- Cover all return shipping costs (provide a prepaid label for U.S. orders; reimburse international shipping up to $50);
- Issue a full refund (including original shipping fees) or send a replacement (if in stock) — your choice.
5.2 Incorrect Products: If we shipped the wrong item (e.g., you ordered a Turkish Cotton Towel Set, received a Silk Scarf):
- Notify us within 5 days of delivery;
- We will arrange for free return shipping (prepaid label for all regions);
- Ship the correct product at no cost (if in stock) or issue a full refund (including original shipping fees).
6. Canceled Orders and Refunds
If you need to cancel an order, refer to our Terms of Purchase—but here’s how refunds apply:
- Canceled Before Shipping: If you cancel within 24 hours of placing your order (before we process it), we issue a full refund within 2–3 business days.
- Canceled After Shipping: Once your order ships, you must follow the standard refund process (Section 3) once you receive the product—we cannot recall in-transit luxury items (e.g., Italian Leather goods) due to shipping carrier logistics.
7. Questions About Refunds
If you have questions about your refund status, need help with a fabric-specific return (e.g., “How to pack Mongolian Cashmere”), or disagree with a refund decision, contact our customer service team at [email protected]. We assign dedicated agents to luxury refund inquiries and aim to resolve issues within 3 business days.
8. Changes to This Refund Policy
We may update this policy to reflect changes in luxury fabric care standards or customer feedback (e.g., adjusting the return window for Washable Silk). When we make updates, we revise the “Last Updated” date at the top and post the new policy on our website. Your continued use of our services after the update date constitutes acceptance of the revised policy.