EXCHANGES AND RETURNS:
This policy applies to products purchased from the website myqalo.com.au
You can exchange or return any item as a change of mind* within 30 days of receiving the item, if the item is in its original condition - unused and in original, undamaged packaging.
If you need to exchange your purchase for another size or colour please follow the steps below under 'How do I lodge my return?'. We have a limit of one exchange per item purchased, so please be sure to make use of the size chart and measure your ring finger prior to purchasing. Once we receive your return, please allow up to 5 business days for your order to be processed and a further 3-5 business days* for delivery. If you have any other queries please contact our Customer Service team via email at firstname.lastname@example.org
You will be responsible for shipping and handling charges for any exchanges.
If you require your replacement urgently we recommend repurchasing to avoid missing out on stock, and so you receive your item sooner, and then process your original purchase as a return for credit or refund instead.
To be eligible for exchange for change of mind*, your item must be unused and in the same resalable condition that you received it. It must also be in the original packaging with any original tags attached. If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your exchange.
* Exchanges are valid within Australia only. We cannot process or deliver orders on public holidays. In these instances, please anticipate that your order will be processed within the next business day.
If you would like to return your purchase for any reason, we will gladly accept exchanges or returns if the item is in its original condition - unused, in original packaging with the original tags still attached.
If the products are returned used, damaged or do not have all original packaging, we reserve the right to refuse your refund.
We recommend sending return parcels via registered post as we are not liable if your return is lost in transit. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, we will not be held accountable for any losses.
For products delivered to addresses outside of Australia, we do not currently accept returns for change of mind.
HOW DO I LODGE MY EXCHANGE OR RETURN?
The process of lodging your exchange or return is as follows:
2. Re-pack your items safely for transit and send them to the address provided once your return is approved
Please wait until your return is accepted and you receive the email for shipment and documentation information before you post your item/s back to us. Please note we cannot accept pickups or drop-offs at our warehouse due to Occupational Health and Safety legislation.
It is advised you keep a tracking reference for your parcel, so you know when it has been delivered to us.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We are closely following recommendations from health officials on preventing the spread of COVID-19 and for the safety of our team members, we have made the decision to temporarily suspend the acceptance of warranty claims. When it is appropriate to do so, we will honour any warranted products that expired during this suspension period. We will continue to monitor the situation, and update as we can. Thank you for your patience and continued support.
If your order does not contain the products you ordered or items have been damaged in transit, please contact our Customer Service team at email@example.com or by using the live chat function.
WHO PAYS FOR RETURN SHIPPING?
Each customer will be responsible for the cost of return charges to us for change of mind* returns or exchanges; however, we will pay for postage on any exchange postage back to you. Shipping costs are non-refundable and will not be reimbursed. If your item is deemed to have a minor or major fault, a return postage label will be issued by us at no cost to you.
The goods are your responsibility until they reach our warehouse, so make sure your return is packaged well and won't get damaged in transit.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by QALO Australia please allow up to 5-10 business days for your refund to be processed back to your account. All refunds will be paid back into the original payment account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates from Monday to Friday (excluding public holidays in Sydney, Australia) from 9am until 5pm Australian Eastern Standard Time.
You can reach us through our live chat function or email us at firstname.lastname@example.org
*Change of mind refers to a purchase where you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. Consumer guarantees do not apply under the ruling of the ACCC in this case, and we reserve the right to refuse a refund or exchange for change of mind. For more information on your consumer rights and guarantees, please visit: https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees