Refund policy
QEMTO RETURN, REFUND AND CANCELLATION POLICY
We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.
RETURN ELIGIBILITY
To be eligible for a return, the item must:
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Be unworn, unused, and in the same condition in which it was received
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Include all original tags, accessories, dust bags, and packaging
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Be accompanied by the receipt or other proof of purchase
Items showing signs of use, wear, alteration, or damage caused after delivery may not be accepted.
HOW TO REQUEST A RETURN
Before sending an item back, contact us at support@qemto.com and provide:
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Your order number
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The name and email address used for the order
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The item you wish to return
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The reason for the return
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Photographs if the item is damaged, defective, or incorrect
If your return is accepted, we will provide the complete return address and shipping instructions.
Approved returns must be sent to our return facility in Israel. Items sent without prior authorization may not be accepted.
RETURN SHIPPING
For standard returns, the customer is responsible for the cost of return shipping to Israel. Return shipping costs vary depending on the customer’s country, parcel size, and selected carrier.
We recommend using a tracked shipping service and retaining proof of shipment. QEMTO cannot be responsible for return parcels lost or damaged in transit.
If an item is defective, damaged upon arrival, or incorrect due to an error by QEMTO, we will cover the reasonable return shipping cost or provide an alternative solution.
We do not charge a restocking fee.
Original shipping charges are non-refundable, except when the return results from our error or when reimbursement is required by applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact support@qemto.com as soon as possible.
Include your order number and clear photographs of the item and packaging. We will review the issue and provide an appropriate solution, which may include a replacement or refund.
This policy does not limit any statutory consumer rights available to you.
NON-RETURNABLE ITEMS
We cannot accept returns of:
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Personalized or custom-made products
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Gift cards
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Items clearly marked “Final Sale” before purchase, except where returns are required by applicable law
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Items that have been used, altered, or damaged after delivery
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Items returned without their original tags, accessories, or packaging
Contact support@qemto.com if you are unsure whether your item is eligible for return.
EXCHANGES
We do not currently offer direct exchanges.
To obtain a different item, color, or size, return the original item and place a new order after the return has been approved.
ORDER CANCELLATIONS
To request an order cancellation, contact support@qemto.com as soon as possible.
If the order has not yet been processed or shipped, we will make every reasonable effort to cancel it and issue a full refund.
Once an order has been processed or shipped, it cannot be cancelled. After delivery, the order must follow the standard return procedure described in this policy.
EU, EEA, AND UK CONSUMERS
If your order is delivered to the European Union, European Economic Area, or United Kingdom, you may have a statutory right to withdraw from your purchase within 14 days of delivery without providing a reason, subject to applicable legal exceptions.
Our 30-day return policy provides additional time and does not limit your statutory consumer rights.
For standard withdrawal returns, the customer is responsible for the cost of returning the item to our return facility in Israel, provided this responsibility was disclosed before purchase.
Where required by applicable law, eligible refunds will include the standard outbound delivery charge. Additional delivery costs resulting from the customer choosing a more expensive shipping method may not be refundable.
REFUNDS
We will notify you after receiving and inspecting your return.
If the return is approved, the refund will be issued automatically to the original payment method within 10 business days. Your bank or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since we approved your refund, contact support@qemto.com.
CONTACT
For questions about returns, cancellations, or refunds, contact: