Refund policy
Effective as of 01/04/2026
ARTICLE 1 - Standard Returns
To initiate a return, please inform us via email at: contact@qontroler.com, stating your intention to return the product.
To be eligible for return, your item must be unused, in the condition in which you received it, and in its original, complete packaging, including all accessories and instructions.
Please note that, in accordance with standard industry practices and health regulations, certain items are non-returnable. This includes consumable or hygiene-sensitive products such as contact patches, food, gels, creams, adhesive tapes, strings, journals, eBooks, and product warranties — even if unopened. These items cannot be restocked or resold due to health, hygiene, and product integrity concerns.
Shipping fees are non-refundable.
You must return the product to the address we will provide once the request is accepted. Return shipping costs are at your expense (unless you have subscribed to QontrolerCare+ insurance).
ARTICLE 2 - 60-Night Trial Guarantee (if applicable)
The guarantee begins from the delivery date of the order.
Return and Refund Conditions:
• If the product doesn’t meet your expectations, you can return it within the 60-day period for a full refund.
• The product must be returned in perfect condition, with no damage or signs of excessive use, to qualify for a refund.
• Return shipping costs will be covered.
Please note that the 60-night trial guarantee applies only to eligible products and does not apply to consumable products such as gels, patches, string, e-books, or warranties. Shipping fees are non-refundable.
The refund procedure and applicable timelines for the 60-night trial guarantee are the same as those outlined in ARTICLE 3.
Special Case: Replacement of a Defective Product During the 60-Night Guarantee:
If you request a replacement due to a defect or malfunction of the product during the warranty period, the replacement process will be prioritized. Once the new product is received, the 60-night trial guarantee continues to apply:
• You remain eligible for the guarantee, and the 60-day period will not be shortened.
• If you wish to activate the guarantee after receiving the replacement product, the return must meet the usual conditions: the product must be in perfect condition and in its original packaging.
This procedure ensures a fair experience while allowing us to process returns and replacements efficiently.
To initiate a return or learn more about the warranty and replacement procedure, contact our customer service at contact@qontroler.com. We are here to assist you every step of the way.
ARTICLE 3 - Refunds
Once we receive and inspect your return, we will send you an email to notify you that we have received the returned item. We will also inform you whether your refund is approved or declined. If approved, your refund will be processed, and your credit card or original payment method will be automatically credited within a few days.
Please note that once a refund is processed, it may take up to 30 days for the amount to appear on your bank account, depending on the banking institution. If you do not see the refund after this period, please contact us or reach out to your bank.
ARTICLE 4 - Request for Refund After Order Shipment (if applicable)
For any orders that have been shipped and are in transit, a refund is not immediately available. Please wait to receive your order before sending us your return request and following the standard refund procedure.
ARTICLE 5 - Delayed or Missing Refunds (if applicable)
If you haven’t received your refund yet, please first check your bank account. Then, contact your credit card issuer, as it may take some time for the official display of your refund. After that, contact your bank. The appearance of a refund is often preceded by a processing delay.
If you’ve completed all these steps and still haven’t received your refund, please contact us at: contact@qontroler.com
ARTICLE 6 - Exchanges (if applicable)
We only replace items that are initially defective or damaged. If you need to replace yours with the same item, please email us at: contact@qontroler.com, and we will provide you with the return procedure.
ARTICLE 7 - Gifts (if applicable)
If the item was marked as a gift at the time of purchase and was shipped directly to you, you will receive a gift credit of the equivalent value of the returned item. Once the returned item is received, a gift voucher will be sent to you by mail.
If the item was not marked as a gift at the time of purchase, or if the gift-giver had the order shipped to themselves to give to you later, we will send the refund to the gift-giver, who will then know that you have returned their gift.
ARTICLE 8 - Shipping Procedure
To return your product, please email us at: contact@qontroler.com, and we will provide you with the return procedure.
Shipping costs for returning your item are your responsibility. They are non-refundable (unless you have subscribed to QontrolerCare+ insurance). If you are shipping an item valued over $50, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive the returned item.
To initiate a return, please contact us by email at: contact@qontroler.com, with “[RETURN]” in the subject line.
We are here to help and answer any questions you may have.
When contacting our team, please provide the following information:
• Order number
• Reason for return
• Product you wish to return
We will respond as soon as possible to provide you with the return procedure.
ARTICLE 9 - QontrolerCare+ Warranty
To activate the QontrolerCare+ Warranty in accordance with the applicable laws of your place of residence, please follow this simple procedure:
• Keep your proof of purchase for the QontrolerCare+ Warranty.
• In case of an issue or replacement, contact us by email at contact@qontroler.com, providing your order number and attaching proof of purchase for the QontrolerCare+ Warranty.
• Our team will review your request and activate the warranty in accordance with its terms and conditions.
We comply with warranty regulations to provide you with a transparent and secure shopping experience. For more information on the duration and specific coverages of the QontrolerCare+ Warranty, refer to the warranty terms and conditions. We are available for any assistance needed.
Please note that once purchased, the QontrolerCare+ Warranty is non-refundable.
## International Compliance
If you are located in the United Kingdom, Canada, or Australia, please note:
- We comply with the General Data Protection Regulation (GDPR) when processing personal data of UK residents. You have the right to access, correct, delete, or restrict your personal data, and to lodge a complaint with your local data protection authority.
- We adhere to the Personal Information Protection and Electronic Documents Act (PIPEDA) for our Canadian customers, ensuring that your personal information is collected, used, and disclosed responsibly.
- We follow the Australian Privacy Principles (APPs) under the Privacy Act 1988 when handling personal information of Australian users.
