Refund Policy

At Quorela, we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions and process for returning products and receiving refunds.

1. Return Window

You have 30 calendar days from the date of delivery to initiate a return. Returns requested after 30 days cannot be accepted.

The return window begins on the delivery date confirmed by the carrier, not the purchase date.

2. Eligibility for Returns

Products Must Be:

• Unused: Product has not been assembled, ridden, or used in any way
• Original Condition: Product shows no signs of wear, damage, or modification
• Original Packaging: Product is in the original box with all packaging materials intact
• Complete: All accessories, manuals, chargers, and components are included
• Unmodified: No modifications, alterations, or repairs have been made

Non-Returnable Items:

• Products that have been used or ridden
• Products with missing components or accessories
• Products damaged due to misuse or neglect
• Products returned after 30 days
• Products without proof of purchase
• Sale or clearance items marked as final sale

3. Return Process

Step 1: Contact Us

Before returning any product, you must contact us to obtain a Return Authorization (RA) number:

• Email: [email protected]
• Phone: +1 403-968-8620
• Include your order number, product name, and reason for return

Note: Returns without a valid RA number will not be accepted.

Step 2: Package the Product

• Pack the product securely in its original packaging
• Include all accessories, manuals, and components
• Write the RA number clearly on the outside of the box
• Use adequate padding to prevent damage during shipping

Step 3: Ship the Return

• Ship to the address provided in your RA confirmation
• Use a trackable shipping method
• Keep the tracking number for your records
• Insurance is recommended for high-value items

Important: You are responsible for return shipping costs unless the product is defective or we shipped the wrong item. We recommend using a trackable shipping method as we cannot be responsible for lost returns.

Step 4: Inspection

Once we receive your return:

• We will inspect the product within 2-3 business days
• We will verify that it meets return eligibility criteria
• You will be notified of the inspection results via email

4. Refund Processing

Approved Returns

If your return is approved:

• Refund will be issued to the original payment method
• Processing takes 7-10 business days from inspection date
• Shipping costs are non-refundable (unless product was defective)
• Original shipping charges will not be refunded

Refund Amount

The refund amount will be:

• Product Price: Full product price if return is approved
• Shipping: Not refunded (except for defective products)
• Restocking Fee: No restocking fee for returns in original condition

Partial Refunds

Partial refunds may be issued if:

• Product shows signs of use or wear
• Original packaging is damaged or missing
• Accessories or components are missing
• Product has minor cosmetic damage

Rejected Returns

Returns may be rejected if:

• Product does not meet eligibility criteria
• Product was damaged due to misuse
• Return was initiated after 30 days
• No valid RA number was obtained

Rejected returns will be shipped back to you at your expense.

5. Defective or Damaged Products

If you receive a defective or damaged product:

Report Immediately

• Contact us within 48 hours of delivery
• Provide photos of the damage or defect
• Describe the issue in detail

Resolution Options

For defective or damaged products, we will:

• Provide a prepaid return shipping label
• Offer a replacement product at no additional cost
• Offer a full refund including original shipping costs
• Make the decision based on product availability

Warranty Claims

Products with defects discovered after the 30-day return window may be covered under warranty. See our warranty terms in the Terms and Conditions.

6. Exchanges

We do not offer direct product exchanges. If you want a different product:

1. Return the original product following the return process
2. Receive your refund
3. Place a new order for the desired product

This ensures the fastest processing and avoids complications with product availability.

7. Cancellations

Before Shipment

Orders can be canceled at any time before shipment for a full refund. Contact us as soon as possible to cancel your order.

After Shipment

Once an order has shipped, it cannot be canceled. You must wait to receive the product and then follow the return process if desired.

8. Lost or Stolen Shipments

For lost or stolen shipments:

• Contact the carrier first using the tracking number
• File a claim with the carrier if applicable
• Contact us within 7 days of expected delivery
• We will assist with carrier claims and resolution

Risk of loss passes to you upon delivery to the carrier. We are not responsible for lost or stolen shipments after the carrier confirms delivery.

9. International Orders

Currently, we only ship within Canada. International returns are not applicable at this time.

10. Contact Us

For questions about returns or refunds, or to initiate a return:

Quorela Customer Service
5318 44 Ave
Taber, AB T1G 1B5
Canada

Email: [email protected]
Phone: +1 403-968-8620
Hours: Monday-Friday, 9:00 AM - 5:00 PM MST