Returns & Refunds Policy

Last updated: 28 August 2026

At Quilisci, we want you to be happy with your purchase. If you need to return an item or have an issue with your order, please contact us and we will be happy to help.

Returns

We accept eligible returns within 14 days of delivery.

To be eligible for a return:

• The item must be unused and in its original condition.
• The item must be returned with its original packaging where applicable.
• For hygiene-sensitive products, including skincare and beauty products, the item must remain sealed and unopened where applicable.
• You must contact us before sending any item back. We will provide the appropriate return instructions and address where a return is approved.

Return Shipping

For eligible change-of-mind returns, the customer is responsible for return shipping costs. A £4.99 return shipping charge applies to returns processed through our standard return process.

Return shipping charges do not apply where an item is confirmed to have arrived damaged, defective, faulty, or incorrect.

We recommend using a tracked shipping service when returning an item, as we cannot be responsible for items lost or damaged while being returned.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, faulty, or you receive an incorrect item, please contact us as soon as possible.

To help us resolve the issue, we may ask you to provide:

• Your order number.
• Photographs or video showing the issue.
• Photographs of the packaging where relevant.
• A brief description of the problem.

Where appropriate, we may offer a replacement, refund, or other suitable resolution. You will not be charged the standard £4.99 return shipping fee for an item that is confirmed to be damaged, defective, faulty, or incorrectly supplied.

Please do not return a damaged, defective, or incorrect item before contacting us, as we will provide instructions on how to proceed.

Refunds

Once your return has been received and assessed, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow your payment provider additional processing time for the funds to appear in your account.

Where applicable, the original standard shipping charge may not be refundable.

Change-of-Mind Returns

If you simply change your mind about a purchase, you may request a return within the applicable return period, subject to the conditions above.

For hygiene and safety reasons, certain products cannot be returned once they have been opened, unsealed, or used where applicable.

Order Cancellations

Orders may be cancelled within 15 minutes of placing the order, provided the order has not already entered processing or fulfilment.

After this period, we may be unable to cancel the order because it may already have entered the fulfilment process.

If an order cannot be cancelled, you may request a return after delivery in accordance with this policy and any applicable consumer rights.

Items That Cannot Be Returned

Returns may not be accepted for:

• Products that have been opened or used where they are sealed for hygiene reasons.
• Products that have been damaged after delivery through misuse or improper handling.
• Items returned without prior approval or outside the applicable return period, unless otherwise required by law.

These exclusions do not affect your statutory rights where an item is faulty, defective, damaged, or not as described.

Your Legal Rights

Nothing in this policy affects your statutory rights as a consumer.

If you are purchasing from the UK or another jurisdiction with mandatory consumer protection laws, you may have additional rights that apply regardless of this policy.

Where applicable, those legal rights will take precedence over the terms of this policy.

How to Request a Return

To request a return or report an issue with your order, please contact us with:

• Your full name.
• Order number.
• The item you wish to return or the issue you are experiencing.
• Photographs or other relevant information where applicable.

Please wait for our confirmation before sending any item back.

Contact: care@quilisci.com

We reserve the right to assess each return individually and to provide the appropriate resolution in accordance with this policy and applicable consumer law.