Refund policy
Refund & Return Policy
1. Overview
At Queen Of Class, we want customers to have a clear and straightforward process when they experience a problem with an order or wish to return a product.
This Refund & Return Policy applies to orders placed through our online store and is intended to operate in accordance with applicable consumer protection laws.
Nothing in this policy is intended to exclude, restrict or reduce any mandatory consumer rights available under applicable law.
2. UK Right to Cancel Online Purchases
If you are a consumer in the United Kingdom purchasing eligible goods online, you generally have the statutory right to cancel your purchase within 14 days after receiving the goods, without having to provide a reason, subject to applicable legal exceptions.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable 14-day cancellation period.
You can contact us at:
Please include your order number and a clear statement that you wish to cancel your purchase.
You do not need to use any particular wording when notifying us, provided your decision to cancel is clear.
Where a physical return is required, you must generally send the goods back within 14 days after informing us of your decision to cancel.
Certain products may be excluded from the statutory cancellation right where permitted by applicable law, including certain personalised or made-to-order goods, goods liable to deteriorate or expire rapidly, and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
3. Voluntary 15-Day Refund & Satisfaction Policy
In addition to applicable statutory rights, Queen Of Class offers a voluntary refund request period of 15 days after receiving the product.
Customers may contact us within this period where the product is:
-
damaged;
-
defective;
-
incorrect;
-
not as described; or
-
not satisfactory to the customer, including where the customer simply does not like the product.
This voluntary policy is offered in addition to your statutory consumer rights and does not replace, restrict or shorten any rights you may have under applicable law.
4. How to Request a Refund, Return or Cancellation
To request a refund, return or exercise your statutory cancellation rights, please email:
Please include:
-
your order number;
-
a clear description of your request;
-
the reason for your request, where applicable; and
-
clear photos or videos where relevant to a damaged, defective, incorrect or not-as-described product.
You are not required to provide a reason when exercising the statutory cancellation right for an eligible online purchase.
Providing complete and accurate information will help us process your request efficiently.
5. Faulty, Damaged, Incorrect or Not as Described Products
Goods supplied by Queen Of Class must meet applicable statutory requirements, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.
If your product arrives damaged, is faulty, is incorrect or does not correspond to its description, please contact us as soon as reasonably possible at:
Please provide your order number, a description of the issue and, where appropriate, clear photos or videos.
We will review the information provided and communicate the appropriate resolution.
Depending on the circumstances and applicable law, remedies may include a refund, repair, replacement or price reduction.
Any statutory rights relating to faulty, damaged, incorrect or non-conforming goods remain unaffected by this policy.
6. UK Rights for Faulty Goods
Consumers in the United Kingdom have statutory rights where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.
Where the applicable legal requirements are met, consumers may have a short-term right to reject qualifying faulty goods within 30 days and receive a refund.
After the short-term right to reject has expired, statutory remedies may include repair or replacement and, where the applicable legal conditions are met, a price reduction or final right to reject the goods.
Rights and remedies may vary depending on the circumstances, including when the fault becomes apparent.
Our voluntary 15-day refund and satisfaction policy is separate from these statutory rights and does not replace, restrict or shorten them.
7. Change of Mind
Under our voluntary policy, customers may contact us within 15 days after receiving their order if they are not satisfied with or simply do not like the product.
Separately, consumers in the United Kingdom purchasing eligible goods online generally have a statutory 14-day cancellation period after receiving the goods, subject to applicable exceptions.
When exercising this statutory cancellation right, the customer does not need to provide a reason.
8. Physical Returns
Under our voluntary refund procedure, customers are not normally required to physically return the product after a refund request has been approved.
Where no physical return is required, the customer will not incur return shipping costs.
If a physical return is required, we will provide the appropriate return instructions before the product is sent.
Please do not send products to our registered business address unless we have specifically instructed you to do so.
For eligible returns following the exercise of the UK statutory cancellation right, customers may be responsible for the direct cost of returning the goods where this has been properly communicated and applicable law permits it.
Where goods are faulty, damaged, incorrect or not as described, return costs and procedures will be handled in accordance with applicable consumer law.
9. Refund Processing
Where a customer validly exercises the statutory right to cancel an eligible online purchase, Queen Of Class will process the reimbursement without undue delay and within the timeframe required by applicable law.
For returned goods, reimbursement will generally be made within 14 days after we receive the returned goods or, if earlier, after the customer provides evidence that the goods have been sent back.
Where applicable, reimbursement following statutory cancellation will include the standard delivery costs originally paid by the customer.
Additional delivery costs resulting from the customer's choice of a delivery method more expensive than our standard delivery option may not be refundable beyond the cost of the standard delivery option.
Approved refunds will ordinarily be issued using the same payment method used for the original transaction, unless otherwise agreed and permitted by applicable law.
Queen Of Class will not charge a fee solely for processing a statutory reimbursement.
After Queen Of Class issues a refund, banks, card issuers or payment providers may require additional processing time before the funds appear in the customer's account. Such external processing times are outside our direct control.
10. Condition of Returned Products
When exercising a statutory cancellation right, customers may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics and functioning.
Customers may be responsible for any reduction in value resulting from handling beyond what would reasonably be permitted when examining the goods in a physical shop, where permitted by applicable law.
Products should therefore be returned, where required, with reasonable care and, where possible, with their original accessories and packaging.
The absence of original packaging does not automatically remove statutory rights where those rights otherwise apply.
11. Exceptions to the Statutory Cancellation Right
The statutory right to cancel may not apply to certain categories of products where an exception is permitted by applicable law.
Examples may include:
-
goods made to the customer's specifications or clearly personalised;
-
goods liable to deteriorate or expire rapidly;
-
certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; and
-
other products or services specifically excluded by applicable consumer law.
The applicability of an exception will depend on the product and the relevant circumstances.
These exceptions to change-of-mind cancellation rights do not remove statutory rights that may apply where goods are faulty, damaged, incorrect or not as described.
12. Consumer Rights
This policy does not replace, restrict or reduce any mandatory statutory consumer rights.
Consumers in the United Kingdom may have statutory rights relating to:
-
cancellation of eligible online purchases;
-
faulty or defective goods;
-
damaged goods;
-
incorrect goods;
-
goods that are not as described;
-
goods that are not of satisfactory quality;
-
goods that are not fit for purpose;
-
repair or replacement;
-
price reductions; and
-
refunds.
Where applicable consumer law provides rights or remedies beyond the terms of our voluntary refund policy, those statutory rights remain available.
13. Contact Information
For refunds, returns, cancellations or questions about this policy, please contact:
Queen Of Class
Operated by Brascargas Log Transporte e Logistica
Email: support@queenofclass.com
Phone: +55 11 99802-2928
Registered Business Address:
Rua Sapucai Mirim, 155
Jardim Santo Eduardo
Guarulhos – SP
Brazil
Customer Support Hours
Monday to Friday: 09:00–17:00 BRT (UTC−3)
Saturday and Sunday: Closed
We aim to respond within 24 hours on business days.