These terms explain how Quentra Styles Concepts operates this website, provides products and manages customer transactions.
Quentra Styles Concepts aims to resolve genuine product and order problems fairly and promptly. This Refund Policy explains the standard process for requesting a return, replacement or refund and does not remove consumer rights that apply under law.
Please contact us as soon as reasonably possible after delivery if you receive an incorrect, damaged, defective or materially misdescribed item. Include the order details and, where useful, clear photographs showing the issue.
Return eligibility depends on the reason for the request, the condition of the item and the specific terms shown for the product or order. Unless a different rule applies by law or the product is defective or incorrect, returned products should be unused, in original condition and accompanied by the relevant order information.
Where permitted by law, items that have been personalised, materially altered, heavily used, damaged through misuse or returned without required components may not qualify for a change-of-mind return. This does not affect mandatory remedies for defective, unsafe, incorrect or misdescribed goods.
After receiving a request, Quentra may ask for photographs, product details, proof of purchase or other reasonable information needed to assess the issue. We may determine whether the appropriate remedy is repair, replacement, partial refund or full refund, depending on the circumstances and applicable law.
Approved refunds will normally be made using the original payment method where practicable, subject to the payment provider’s processing timelines. Delivery charges may be treated differently depending on the reason for the return and applicable consumer rights.
Where a return is approved, we will explain how the item should be returned. Responsibility for return delivery costs depends on the reason for the return and the circumstances of the order.
If we sent the wrong product or it arrived damaged or defective, please contact us promptly. We will review the evidence and, where appropriate, arrange a replacement, return or refund in accordance with applicable consumer protections.
Customers may contact us promptly to request cancellation before an order is dispatched. Cancellation may not be possible once fulfilment or dispatch has begun, subject to any rights provided by law.
Where the business offers an exchange, the availability of the replacement item and the condition of the returned item will be considered. An exchange may not be possible for every product or reason.
Promotional or gift items may have additional conditions stated at the time of the offer. Nothing in a promotion removes a consumer right that cannot lawfully be excluded.
Please contact us first so that we can review and resolve the issue. Where a complaint cannot be resolved directly, customers retain any rights available through applicable consumer-protection mechanisms.
This policy may be updated to reflect changes in products, fulfilment arrangements, payment providers or legal requirements. The current version on this page governs requests made after it becomes effective.
Email leather@quentrastyles.com with your order details and a description of the issue.
