Refund policy
Returns & Refunds
At Quincelle, every piece we offer has been chosen with care. If something is not quite right, we will make it so.
1. Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. The cancellation period expires 14 days from the day on which you, or a nominated third party, take physical possession of the goods.
To exercise the right to cancel, you must inform us by a clear written statement — by post or email — before the cancellation period has expired.
2. Extended Returns Window
Beyond your statutory entitlement, Quincelle extends a 30-day returns window from the date of delivery. Items must be returned in their original, unused condition, in original packaging, with all labels intact. This extended window does not affect your statutory rights.
3. How to Return
Please contact us at hello@quincelle.com with your order number and the reason for your return before sending anything back. We will respond within 2 business days with authorisation and instructions. Items returned without prior authorisation cannot be guaranteed to be processed.
4. Return Address
Once your return is authorised, please send items to:
Quincelle Returns
Ripple Ventures Ltd
17 King Edwards Road, 2nd Floor College House
Ruislip, London, HA4 7AE
United Kingdom
5. Return Postage
If you are returning an item because it is faulty, damaged, or not as described, we will cover the cost of return postage and provide a prepaid label upon request. In all other circumstances, return postage is at your expense. We strongly recommend using a tracked service — Quincelle cannot accept liability for returns lost or damaged in transit.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or not as described, please contact us at hello@quincelle.com within 48 hours of delivery, including photographs where possible. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or full refund for goods that are faulty, not fit for purpose, or not as described. We will resolve such matters promptly and at no cost to you.
7. Non-Returnable Items
The following cannot be returned unless they are faulty or not as described:
- Items that have been personalised, engraved, or made to your specification
- Items that have been opened, used, washed, or altered
- Items returned without their original packaging or with tags removed
- Gift cards and digital vouchers
8. Refund Timeline
Upon receiving and inspecting your return, we will notify you of the outcome within 5 business days. Approved refunds will be issued to your original payment method within 14 days of receipt of the returned goods. Your bank or card provider may take additional time to post the credit.
If you cancel within the 14-day statutory window before dispatch, your refund will be made within 14 days of your cancellation notice, using the same means of payment as the original transaction.
9. Order Cancellations
If you wish to cancel an order that has not yet been dispatched, please contact us immediately at hello@quincelle.com. We will endeavour to intercept it before it leaves us. Once dispatched, our standard returns process applies under the Consumer Contracts Regulations.
10. Your Statutory Rights
This policy does not affect your statutory rights. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply in full. For independent guidance, please visit Citizens Advice or Which?.
Model Cancellation Form
To: Ripple Ventures Ltd, 17 King Edwards Road, 2nd Floor College House, Ruislip, London, HA4 7AE | hello@quincelle.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [order number and description of goods], ordered on [date] / received on [date].
Name: _____________________ Date: _____________________
Quincelle is a trading name of Ripple Ventures Ltd, registered in England & Wales.
Registered office: 17 King Edwards Road, 2nd Floor College House, Ruislip, London, HA4 7AE
hello@quincelle.com | quincelle.com