Refund policy

Exchanges and Returns

Without prejudice to the consumer’s statutory rights regarding the right of withdrawal, tQel offers a period of 30 calendar days from receipt of the order to request an exchange or return.

If the size is not suitable, you prefer a different style, or you wish to return any of the products purchased, you can initiate the request directly through our returns system.

Made-to-measure or personalised products are excluded from this policy, except where otherwise required by law.

How to request an exchange or return

Go to Exchanges and Returns from the footer of our website and log in using the email address used to place your order. You can also access it through this link.

Select the order, choose the return option, select the products you wish to return and follow the steps indicated to submit your request.

You will be able to select the reason for the return and add any additional information in the notes field.

If you wish to request an exchange for a different size or style, clearly indicate this in the notes field, specifying the size or product you would like to receive.

Once your request has been approved, you will receive a confirmation email with instructions on how to complete the return and the return form.

Print the document provided in the confirmation email and include it inside the parcel.

Send the parcel following the instructions provided.

Once we receive and inspect the products, we will process the requested refund or exchange.

Exchanges are subject to availability of the requested product. Requesting an exchange does not automatically reserve the new size or style.

Conditions for exchanges and returns

In order for us to accept an exchange or return:

• The request must be submitted within the applicable period.
• The product must be in perfect condition.
• The product may have been tried on, but it must not show signs of use, dirt, odours, hair, tears, damage or any other deterioration.
• It must retain its original labels, packaging and components.
• It must be returned in the same condition in which it was received.
• The return document received in the confirmation email must be included inside the parcel.
• If the order included gifts, promotional products or other items associated with the purchase, these must be returned together with the corresponding products. Otherwise, tQel may deduct their value from the amount to be refunded.

Products must not be sent to our premises unless a return request has first been submitted and confirmation of the request has been received.

Return shipping costs

Unless the return is due to a defective product, an error in the preparation of the order or another cause attributable to tQel, the return shipping costs will be borne by the customer.

Instructions for sending the return will be provided in the return confirmation email.

Size or style exchanges

To request an exchange, initiate a return request and indicate in the notes field that you would like an exchange, specifying the size or style you wish to receive.

Once we receive and inspect the returned product, we will process the requested exchange, subject to availability.

If the requested size or style is unavailable, we will contact you to offer the available alternatives or, where applicable, issue a refund.

tQel will cover the shipping cost of the first size exchange per customer or postal address. If the exchange ultimately results in a refund, tQel reserves the right to deduct the return shipping costs from the amount to be refunded.

If a second size or style exchange is requested, tQel will not cover either the outbound or return shipping costs associated with that second exchange. If an exchange is subsequently followed by a return, tQel reserves the right to charge the shipping cost associated with the exchange, which will be deducted from the amount refunded.

Partial returns and free shipping

If a partial return is made on an order that originally qualified for free shipping, and the value of the products retained by the customer falls below the minimum order value required for free shipping, tQel reserves the right to deduct the applicable shipping costs from the amount to be refunded.

Promotions, discounts and bundles

For orders placed during sales, special promotions, quantity-based discounts, bundles or other promotional conditions, a partial return may alter the conditions that originally gave rise to the discount.

In such cases, the price of the products retained by the customer may be recalculated according to the applicable promotional conditions, and the resulting difference may be deducted from the refund.

Refunds

Once we receive and inspect the returned products, we will process the corresponding refund.

The refund will be made using the same payment method used for the purchase, unless another procedure is legally required or a different method is expressly agreed.

The time required for the refunded amount to appear in the customer’s account may depend on the bank or payment service provider.

Where legally applicable, we may withhold the refund until we have received the returned products or until the customer provides evidence that the products have been returned, whichever occurs first.

Statutory right of withdrawal

Consumers have a period of 14 calendar days to withdraw from the contract without having to provide any reason, in accordance with applicable law.

The withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the products.

The right of withdrawal may be exercised through the Exchanges and Returns option available on our website or by means of any unequivocal statement in which the consumer communicates their decision to withdraw from the contract.

The decision may also be communicated unequivocally to:

FIVEDOX S.L.
C/ San Rafael 4B, local 13
28108 Alcobendas, Madrid
Spain

hello@tqel.es

The statutory 14-day right of withdrawal is independent of the additional 30-day period voluntarily offered by tQel for exchanges and returns.

To exercise this right, you may use the following model withdrawal form, although its use is not mandatory.

Consequences of withdrawal

Where the statutory right of withdrawal is exercised in respect of the entire order, we will refund the payments received in accordance with applicable law, including, where applicable, the standard delivery costs.

If the customer expressly selected a delivery method that was more expensive than the standard delivery option offered, tQel is not required to reimburse the additional cost.

The customer must return the products without undue delay and within the applicable statutory period from the date on which they communicate their decision to withdraw.

The consumer will be responsible for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Products excluded from the right of withdrawal

Where provided for by applicable law, the right of withdrawal will not apply to products made to the customer’s specifications or clearly personalised.

Defective products or order errors

If you have received a defective product, an item different from the one ordered, or if an item is missing from your order, please contact us at:

hello@tqel.es
+34 644 433 310

We will review the issue and let you know how to proceed.

 

Warranty

Products purchased through our website are covered by the applicable statutory warranty in accordance with current legislation.

Proof of purchase will be required in order to process a warranty claim.

The warranty does not cover damage or deterioration resulting from improper use, normal wear and tear, bites, impacts, negligence, incorrect handling, or modifications or repairs carried out by third parties not authorised by tQel.

Where legally applicable, the remedies provided for under current legislation may apply, including repair, replacement, price reduction or termination of the contract.

 

Order cancellations

You may request the cancellation of an order provided that it has not yet been shipped.

To request a cancellation, contact us at: hello@tqel.es

If the order has already been shipped, we will not be able to cancel the shipment. Once you receive it, you may request a return in accordance with the conditions set out above.

Made-to-measure or personalised products are excluded from this possibility where legally applicable.

 

Complaints

For any complaint relating to our products or services, you can contact us at: hello@tqel.es

We will endeavour to review and resolve any issue directly with the customer.