Refund Policy

At Qorava.com, operated by Evozone Eco Ltd (Company Number: 15909852) and hosted by Shopify Inc., we are committed to providing fair and transparent refund processes for customers in the United Kingdom. This policy outlines when and how refunds are processed.

1. Refund Eligibility

1.1 Standard Refund Conditions

You are eligible for a full refund within 30 days of receipt if:

• The item is returned in its original, unused condition
• The item is in its original packaging with all tags and labels
• The item is not personalized or customized (unless defective)
• You provide proof of purchase (order number)
• The return is initiated within our return timeframe

1.2 Statutory Right of Withdrawal Refunds

Under UK consumer protection laws, you have the right to cancel your order within 14 days of receipt and receive a full refund, including original shipping costs (if any), without needing to provide a reason.

2. Refund Processing Timeline

2.1 Standard Refunds

• Item Inspection: 2-3 business days after we receive your return
• Refund Approval: Email notification within 1 business day of inspection
• Refund Processing: 5-7 business days after approval
• Bank Processing: Additional 3-5 business days depending on your bank

2.2 Statutory Withdrawal Refunds

• Processing Time: Within 14 days of receiving your return as required by UK law
• Immediate Processing: For digital products, refunds are processed immediately upon cancellation

3. Refund Methods

Original Payment Method: All refunds are issued to your original payment method:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Klarna: Refunded through Klarna's system, which will adjust your payment plan
• Digital Wallets: Refunded to the original digital wallet account

4. Refund Amounts

4.1 Full Refunds Include:

• Product purchase price
• Original shipping costs (for statutory withdrawals or our errors)
• Any applicable taxes or VAT

4.2 Refund Deductions:

The following may be deducted from your refund:

• Return Shipping: Cost of returning the item (unless due to our error)
• Restocking Fee: Up to 20% for items returned in unsellable condition due to customer handling
• Original Shipping: Not refunded for standard returns (only for statutory withdrawals or our errors)

5. Immediate Refund Situations

We provide immediate refund processing for:

• Defective Products: Manufacturing defects or quality issues
• Wrong Items: When we send incorrect products
• Damaged in Transit: Items damaged during shipping
• Non-Delivery: Orders that fail to arrive within 21 business days
• Order Cancellation: Orders cancelled within 24 hours before shipping

6. Partial Refunds

Partial refunds may be issued for:

• Items returned after the 30-day return window (at our discretion)
• Items with minor damage not reported within 7 days
• Items missing original packaging or accessories
• Items showing signs of use beyond normal inspection

7. Non-Refundable Items

The following items are not eligible for refunds unless defective:

• Personal care and hygiene products
• Intimate or sanitary goods
• Perishable items or items with short shelf life
• Digital downloads or software
• Gift cards or vouchers
• Personalized or custom-made items

8. Refund Notifications

You will receive email notifications at each stage:

• Return Received: Confirmation when we receive your return
• Inspection Complete: Results of our quality inspection
• Refund Approved: Confirmation of refund approval and amount
• Refund Processed: Confirmation when refund is sent to your payment method

9. Disputed Refunds

If you disagree with a refund decision:

• Contact us at support@qorava.com within 14 days
• Provide additional information or evidence
• We will review your case within 5 business days
• You may escalate to alternative dispute resolution if needed

10. Warranty Refunds

For items covered under warranty:

• Manufacturing Defects: Full refund or replacement within 2 years
• Quality Issues: Refund or repair as appropriate under Consumer Rights Act 2015
• Fitness for Purpose: Full refund if item doesn't meet described purpose

11. Consumer Protection

Your refund rights are protected under UK consumer protection laws:

• Consumer Rights Act 2015: Right to refund for faulty goods
• Consumer Contracts Regulations 2013: 14-day cooling-off period
• Distance Selling Regulations: Additional protections for online purchases

12. Contact Us for Refunds

For refund inquiries or to check refund status:

Email: support@qorava.com
Phone: +44 0749 4309743
Address: 71-75, Shelton Street, Covent Garden, London, England, WC2H 9JQ, United Kingdom
Business Hours: Monday to Friday, 9:00 AM–6:00 PM (GMT)

Refund Inquiries: Please include your order number and reason for refund inquiry in all communications.

Last Updated: August 23, 2025