Return & Refund Policy

1. When returns are accepted

We accept returns only in the case of a damaged product — for example, an item that arrives broken, cracked or physically defective on delivery.

We do not accept returns for change of mind, wrong size or colour preference, or any reason other than damage.

2. Unboxing video is mandatory

To verify and approve a damage claim, a continuous unpacking video is required. We suggest you record one for every order so a claim can be processed quickly. The video must:

• Start before the sealed parcel is opened, showing the packaging intact.
• Be a single, continuous clip with no cuts or edits.
• Clearly show the product being removed and the damage that occurred.

Without a valid unboxing video, we're unable to verify the damage and the return cannot be approved.

3. Time limit

• Report damage within 48 hours of delivery.
• Include your order number, photos and the unboxing video in your first message.

4. How to raise a damage claim

• Email quvenza@gmail.com with your order number, photos and the unboxing video.
• Our team reviews the video and responds within 24–48 hours.
• If approved, we'll arrange a free replacement or a full refund.

5. Refunds & replacements

• For approved damage claims, you can choose a replacement or a full refund.
• Refunds are processed within 5–7 business days to your original payment method after approval.
• There is no return shipping cost to you when a claim is approved — damage is on us.

6. Pre-launch orders

Reserving a pre-launch order places no charge on your card, and you may cancel a reservation any time before launch at no cost. Once an order is confirmed and paid at launch, this damage-only return policy applies.

7. Need help?

Questions about a damage claim? Email quvenza@gmail.com or visit our contact page.