Return & Refund Policy

Last Updated: November 12, 2026

At Quilltiva, we want you to be satisfied with your purchase. If you need to cancel an order, return an item, or request a refund, please review the policy below.

This policy applies to purchases made through our website and does not limit any mandatory consumer rights you may have under applicable laws.

1. Order Cancellation

Before Shipment

If your order has not yet been shipped, you may request cancellation by contacting our customer support team.

Once the cancellation is confirmed, a full refund will be issued to your original payment method.

After Shipment

If your order has already been shipped, you may contact us to request a delivery interception.

  • If the interception is successful, the order will be returned or cancelled where possible. Any actual interception fee may only be deducted where permitted by applicable law and appropriately disclosed.

  • If the interception is unsuccessful, the order will be handled according to our standard return procedure.

Delivery interception is subject to the shipping carrier's availability and approval.

2. Return Eligibility

For ordinary products, customers may request a return within 14 days of receiving their order, subject to applicable consumer protection laws.

To be eligible for a standard return:

  • The item should be unused and in its original condition.

  • The item should include its original packaging, accessories, and components where reasonably possible.

  • Proof of purchase or an order number must be provided.

  • The return request must be submitted within the applicable return period.

Certain products may be excluded from returns where permitted by applicable law, such as personalized or custom-made products, or other legally exempt categories.

Nothing in this policy removes any statutory cancellation or return rights that apply to your purchase.

3. Return Shipping Costs

For standard returns due to a change of mind or personal preference, the customer is generally responsible for the return shipping costs, where permitted by applicable law and where this responsibility has been properly disclosed before purchase.

For products that are defective, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with applicable consumer protection laws.

We do not charge a restocking fee for standard returns.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or significantly different from its description, please contact us as soon as possible.

To help us resolve the issue, please provide:

  • Your order number.

  • A description of the problem.

  • Clear photographs or videos showing the issue, where appropriate.

After reviewing your request, we will provide an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include:

  • A replacement.

  • A repair, where applicable.

  • A partial refund.

  • A full refund.

You will not be required to bear standard return costs for faulty or incorrectly supplied products where applicable law requires us to cover those costs.

5. How to Request a Return

To initiate a return, please contact our customer support team:

Email: support@quilltiva.com

Please include:

  • Your order number.

  • The item you wish to return.

  • The reason for the return.

  • Supporting photographs or other information, if relevant.

Our customer support team will review your request and provide the applicable return instructions.

Important: Please do not send items to our registered business address unless we have specifically confirmed that address as the appropriate return destination.

The return address and shipping instructions will be provided by our customer support team after your return request is reviewed.

6. Refunds

Once your returned item has been received and inspected, or once a refund has otherwise been approved, we will notify you of the refund decision.

Approved refunds will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account depends on the payment provider, bank, and financial institution involved.

Any legally required refund deadlines will be observed.

7. Non-Returnable Items

Where permitted by applicable law, certain items may not be eligible for return, including:

  • Personalized or custom-made products.

  • Items that are legally exempt from cancellation rights.

  • Products that cannot be returned for hygiene or safety reasons after their seal has been broken, where applicable.

This section does not affect your legal rights regarding defective, damaged, or incorrectly supplied products.

8. Exchanges

If you would like to exchange an item, please contact our customer support team.

Exchanges are subject to product availability and applicable consumer protection laws.

Where an exchange is not available or appropriate, an alternative remedy may be offered in accordance with applicable law.

9. Consumer Rights

This Return & Refund Policy does not affect any statutory rights you may have under the consumer protection laws of your country or region.

For example, eligible consumers in the United Kingdom generally have a statutory 14-day cancellation period for most online purchases, subject to applicable exceptions and legal requirements.

Additional rights may apply to defective or incorrectly supplied goods.

Where mandatory consumer protection laws provide greater rights than this policy, those laws will take precedence.

10. Contact Us

If you have questions about cancellations, returns, exchanges, or refunds, please contact us:

Company: XMJSCEN LIMITED

Trading Name: Quilltiva

Email: support@quilltiva.com

Registered Address:

INITIAL BUSINESS CENTRE
UNIT 7 WILSONS BUSINESS PARK
MANCHESTER, UNITED KINGDOM
M40 8WN

Our customer support team will be happy to assist you.

Quilltiva – Create · Craft · Inspire.