Return and Shipping Policy

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Shipping, Cancellation, and Refund Policy

Cancellation Prior to Shipment
If you cancel your order before it ships from our warehouse, you won’t be charged any additional fees. To cancel, email us at hello@qooka.co within 12 hours of placing your order to ensure the cancellation is processed before shipment. Once we receive your cancellation request, we will initiate a full refund.

Return Policy
You can return items after shipment/receipt only if:

Delivery failed
Wrong item delivered
Item damaged during delivery
Only items bought directly from the hello@qooka.co Online Store are eligible for returns.
Items bought from other retailers should be returned according to their policies.

Eligibility for Return

Incorrect Item: If the item is not what you ordered, is the wrong size, color, or has missing parts.

Damaged Item: If the item is damaged upon receipt, tampered with, refurbished, or modified.

Customers are responsible for shipping charges to return goods. Returns are only accepted for complete hello@qooka.co products. Returned items must:
  1. Be shipped back within 7 working days of receipt (proof required).
  2. Include proof of purchase (order invoice number and receipt).
  3. Be in new condition, in original packaging with any free gifts received.
  4. Be protected in the original box or suitable packaging during return.
  5. Order changes or cancellations are not permitted once payment is confirmed. We do not accept cancellations due to a change of mind. We reserve the right to reject any unreasonable cancellation or refund requests.

Refund Policy
A full refund will be issued once we receive and inspect the returned goods at our return center. Refunds will be processed based on the original payment method:

Online Bank Transfer: Refunded to your bank account within 3-5 working days.
Credit Card: Refunds sent to the card-issuing bank. Contact your bank for refund timing.

Shipping Policy

Shipping Address
We only ship to addresses provided during purchase. Ensure the correct address and a reachable phone number are provided. We do not ship to P.O. Boxes, only valid addresses. If an incorrect address is provided and goods are returned to us, you will be charged for re-delivery.

Change in Shipping Address
To change the shipping address, email us at hello@qooka.co within 12 hours of order submission. If requested after 24 hours, you will be responsible for any additional shipping charges.

Shipping Time
Goods typically arrive within 2-5 working days (Monday to Friday). Deliveries are made during office hours, 9:00 am to 5:00 pm on weekdays.

Tracking Number
Once picked up by our shipping partner, you will receive a tracking ID. Communication will be via email/mobile app/sms. For non-tangible products or services, order confirmation and receipt will be communicated similarly. Proof of purchase, invoice, or delivery order will be available.

We reserve the right to amend this policy as necessary, without prior notification or approval from customers.

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