Returns and refunds

Last updated: 13 November 2026

Your 14-day right to cancel

If you are a consumer, you have the right to cancel (withdraw from) your contract within 14 days without giving any reason. This right comes from the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We give the same 14 days to all our customers, wherever they live.

The cancellation period ends 14 days after the day you, or someone you name other than the carrier, take physical possession of the goods. If your order arrives in several parcels, it ends 14 days after you receive the last one.

To cancel, you must tell us clearly that you have decided to cancel before the period ends. You can do this in any of these ways:

• using our online withdrawal form, available from the link “Withdraw from contract here” at the foot of every page;
• by email to support@quelnavi.com;
• by post to ELQUVANI TRADING LTD, 5/3 15 Scaraway Dr, Glasgow, G22 7EY, United Kingdom. This address is for letters only. Please do not send parcels to it.

You can use the model withdrawal form below, but you do not have to. It is enough to send your message before the 14 days are up.

Effects of cancellation

If you cancel, we will refund all payments we received from you, including the standard delivery charge, without undue delay and no later than 14 days after we are informed of your decision. We do not refund any extra cost if you chose a delivery method more expensive than our standard delivery. If you cancel only part of an order, the delivery charge is not refunded.

We may hold back the refund until we have received the goods back, or you have given us proof of sending them, whichever is earlier. We refund using the same payment method you used, unless you expressly agree otherwise. You will not be charged any fee for the refund.

Please send the goods back without undue delay and no later than 14 days after you tell us that you are cancelling. You will have to pay the direct cost of returning the goods.

You are only liable for any reduction in the value of the goods caused by handling them more than is necessary to establish their nature, characteristics and functioning. Trying a garment on as you would in a shop is fine, and so is checking the reflective details with a torch or phone light. If items come back worn, washed, damaged or smelling of perfume or smoke, we may reduce the refund to reflect the loss in value.

Import VAT, duties and carrier fees paid on delivery outside the UK are paid to the carrier or customs authority, not to us, so we cannot refund them. Your carrier may be able to tell you whether they can be reclaimed.

How to return an item

1. Tell us you want to cancel, using the online form or by email, with your order number.
2. We will email you the return address and instructions, usually within one working day.
3. Pack the items securely, include your order number, and send them with a tracked service. Keep your proof of postage.
4. When the parcel reaches us, or you send us proof of postage, we will process your refund and email you to confirm.

Customers outside the UK: please mark the parcel as “returned goods” on any customs form. This helps avoid charges when it arrives back.

Exchanges

We do not exchange items directly. If you need a different size or colour, cancel and return the item for a refund and place a new order. That way you can choose the new item straight away while stock is available.

Faulty or incorrect items

If an item is faulty or not what you ordered, email support@quelnavi.com with your order number and a photo. We will pay for the return or arrange collection, and we will refund your reasonable return postage.

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery, you can reject them for a full refund;
• within 6 months of delivery, if you have not rejected them, you can ask for a repair or replacement. If that is not possible or does not work, you are entitled to a price reduction or a refund;
• after 6 months, you can still ask for a repair or replacement, a price reduction or a refund, but you may need to show the fault was there at delivery.

Your rights under the Consumer Rights Act 2015 are not limited to a fixed number of years. Separately, a claim in the Scottish courts must generally be raised within five years under the Prescription and Limitation (Scotland) Act 1973. In England and Wales the equivalent period is six years. This is the time limit for bringing a claim, not a warranty period.

Customers outside the UK also have the rights given by the law of the country where they live. Nothing in this policy affects your legal rights.

Reflective details

Reflective details become gradually less bright with washing and wear. This is normal for reflective materials, and following the care label helps them last. If reflective piping, yarn or print peels, cracks or stops reflecting unusually early, please contact us. Your legal rights apply in the same way as for any other fault.

Wear and tear, pilling on knitwear, and damage from not following the care label are not faults.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also use the online withdrawal form.

To: ELQUVANI TRADING LTD (trading as QUELNAVI), 5/3 15 Scaraway Dr, Glasgow, G22 7EY, United Kingdom, email: support@quelnavi.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.