Returns

At Quokka, our priority is to make sure you are satisfied with the products you have purchased. Therefore, you can change any item you have purchased, regardless of the reason.

You have 14 working days from the receipt of your order to request a refund.

Terms and Conditions of returns:

Below are the Terms and Conditions that must be followed when making a return:

• Products to be returned must be in the same condition as they were shipped. They must keep the original packaging, labels, guarantees, etc.
• The shipment must be made using the same protective cardboard box in which it was received to protect the product. In the event that it cannot be done with the protective box with which it was delivered, the CUSTOMER must return it in a protective box so that the product arrives at Quokka's warehouse with the maximum possible guarantees.
• A copy of the delivery note must be included inside the package.
• Shipping costs on return will be borne by the customer. In the event that the return is due to an error on our part, or a factory defect, Quokka will be responsible for the return shipping costs. To do this, please contact us beforehand so that we can tell you how to proceed.

After examining the item we will inform you if you are entitled to a refund of the amounts paid for the item (s) purchased. ONLY the amount of the item (s) will be refunded, NEVER the cost of shipping and packaging gift (except for error in the shipment or defect of the product).

The return will be made as soon as possible and, in any case, within 30 days from the date you notified us of your intention to withdraw. The return will be made on the same credit card that was used to pay for the purchase. You will bear the cost and risk of returning the products to us, as indicated above.

How to make a return

If you wish to return one or more items from an order, simply send us an e-mail at info@byquokka.com, indicating the order number, which items you wish to return and the reason. We will then respond to you immediately with the instructions you must follow to make the return.