Refund policy

Refund & Returns Policy

Effective Date: June 22, 2026

At Quivela, we strive to provide a seamless shopping experience and high-quality products you’ll love. If your order doesn’t meet your expectations, we offer a straightforward return process to help make things right.

30-Day Return Window

Returns are accepted within 30 days from the date your order is delivered.

To be eligible for a return, products must:

  • Be unused and in original condition

  • Include original packaging, accessories, and included materials

  • Show no signs of wear, installation, or damage after delivery

Items returned outside the return window may not qualify for a refund.

Return Shipping Costs

Returns Covered by Quivela

We will cover the return shipping cost if:

  • The item arrived damaged

  • The wrong product was received

  • The item is defective or faulty

Customer-Paid Returns

Customers are responsible for return shipping costs when:

  • Returning an item due to a change of mind

  • Ordering the wrong item

  • No longer wanting the product

  • The item does not fit the intended space or preference

Please note that original shipping charges are non-refundable.

Restocking Fees

We believe returns should be simple and transparent.

Restocking Fee: None
Quivela does not charge any restocking fees on approved returns.

Order Cancellations

Orders may be canceled within 24 hours of purchase by emailing info@quivela.com with your order number.

After 24 hours, orders may already be in processing or prepared for shipment, and cancellation requests can no longer be guaranteed. Once an order has shipped, it must follow the return process outlined in this policy.

Starting a Return

Step 1 — Contact Our Support Team

Email info@quivela.com with:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Photos if the item arrived damaged or incorrect

Step 2 — Receive Return Instructions

Our support team will review your request and provide the return address along with instructions for sending your item back.

Step 3 — Ship Your Return

Please package the item securely in its original packaging to avoid damage during return transit.

Refund Processing

Once your return is received, it will be inspected to ensure it meets our return requirements.

If approved:

  • Your refund will be issued to the original payment method

  • Refunds are typically processed within 7 business days

  • Processing times may vary depending on your bank or payment provider

Exchanges

If you would like to exchange an item for a different style, color, or replacement product, please contact us at info@quivela.com and our team will assist you.

Lost or Missing Orders

If your package has not arrived within the estimated delivery timeframe, please reach out to us at info@quivela.com.

If the carrier confirms the shipment is lost, Quivela will:

  • Send a replacement at no additional cost, or

  • Issue a full refund to your original payment method

Non-Returnable Items

Certain products may be marked as non-returnable or final sale due to hygiene, clearance, or customization reasons. These exclusions will be clearly noted on the product page before purchase.

Policy Updates

Quivela reserves the right to update or modify this Refund & Returns Policy at any time. Changes will be reflected on this page with an updated effective date.

Contact Information

Quivela

Store Phone: +18303008172

Store Email: info@quivela.com

Physical address: 14030 FM 1560 N, Helotes TX 78023, United States

Customer Support Hours

Monday – Friday
9:00 AM – 5:00 PM (CST)

Average Response Time

1–2 business days