Refund policy
At QUADRO, we want returns, refunds, and claims to be clear, fair, and easy to start. Please review the policy below before requesting a return.
How to Contact Us
For the fastest support, please use the chat on our website.
You can also contact us by email at:
When contacting us, please include your order number and a short description of your request so our team can help you as quickly as possible.
Return Window
Returns may be requested within 30 days of delivery.
The 30-day return period begins on the day your order is delivered, based on the carrier tracking information.
Return Eligibility
To be eligible for a return, the product must be:
Unused
Complete
In its original condition
Returned in the original QUADRO packaging
Accompanied by proof of purchase or order confirmation
Products that have been opened may still be eligible for return if they are unused, complete, in their original condition, and returned in the original QUADRO packaging.
Products that have been used, are incomplete, or are not returned in their original condition may not be eligible for a full refund.
How to Start a Return
To start a return, please contact us through the chat on our website or email us at:
Please include:
Your order number
Your name
A short description of your return request
Photos, if the request involves damage, missing items, or an incorrect item
Please do not send items back before your return has been reviewed by our team. Items returned without an approved return request may not be accepted for a refund.
Return Shipping
For standard returns, such as a change of mind, incorrect product choice, or color preference, return shipping costs are the customer’s responsibility.
If the return is related to an error on our side, confirmed shipping damage, missing items, or an incorrect product, QUADRO will review the case and provide the next steps. In confirmed cases, QUADRO will cover the applicable shipping solution.
No separate restocking fee applies.
Original shipping charges are not refundable for standard returns unless the return is related to an error on our side, confirmed shipping damage, missing items, or an incorrect product.
Return Labels
If QUADRO provides a return shipping label, the label is valid for 14 days.
If your label expires, please contact us again and we will help you with the next steps.
Please make sure the product is packed securely in its original QUADRO packaging. Old shipping labels should be removed or fully covered before the package is shipped back.
Damaged, Missing, or Incorrect Items
Please inspect your order after delivery.
If your order arrives damaged, incomplete, or incorrect, contact us as soon as possible through the chat on our website or by email at:
Please include:
Your order number
A short description of the issue
Photos of the package
Photos of the affected items
Our team will review the issue and help determine the appropriate solution, which may include replacement parts, a replacement product, a return label, or another fair resolution.
Please do not return damaged items before contacting us. If the shipping box is damaged, take photos of the box and affected items first so our team can review the situation properly.
Missing Parts
Missing parts must be reported within 30 days of delivery.
If your claim is submitted within this period and the issue can be verified, QUADRO will work with you to provide the missing parts or another appropriate solution.
Inspection and Refund Approval
After your return has been received, our team will inspect the product.
If the product is unused, complete, and returned in its original condition, the approved refund will be issued to the original payment method.
If the product is incomplete, used, damaged, or missing parts, the refund amount may be adjusted or the return may not qualify for a full refund.
Bundles
Bundles must be returned complete to qualify for a full bundle refund.
If only part of a bundle is returned, the bundle discount no longer applies. Any items kept by the customer will be calculated at their regular individual price, and the refund will be adjusted accordingly.
Non-Returnable Items
Certain items may not be eligible for return, including:
Custom products
Special orders
Personalized items
Used products
Products that have been modified
Products returned incomplete or in poor condition
If a part is damaged in a way that creates sharp edges or a potential safety concern, do not return it unless our team specifically asks you to do so. Please contact us first with photos so we can review the issue and provide instructions.
Pre-Orders
Pre-orders may be canceled as long as the order has not yet shipped or entered fulfillment.
Once a pre-order has shipped, the standard return policy applies.
If a pre-order has special terms, those terms will be shown on the product page. Please contact us before placing a pre-order if you have questions.
Canceled Orders
Orders can be canceled as long as they have not yet shipped or entered fulfillment.
Because orders may be processed quickly, please contact us as soon as possible if you need to cancel an order.
If your order has already shipped, the order can no longer be canceled and may need to be handled as a return.
Exchanges
We do not process direct exchanges.
If you would like a different product, color, or configuration, please start a return and place a new order for the item you want.
If your order has already shipped, the return policy applies.
Refund Timing
We will notify you once your return has been received and inspected.
Approved refunds are issued to the original payment method.
Please allow up to 7 business days for our team to review the return after it has been delivered to our warehouse.
After the refund has been issued, your bank or payment provider may take additional time to post the refund to your account.
Currency and Canadian Orders
All pricing is based on the U.S. store. Prices may be converted to Canadian dollars when applicable.
Because currency exchange rates may change, we cannot guarantee price matches based on exchange rate differences.
For Canadian orders, the final cost may include additional shipping charges, import charges, customs fees, or other applicable charges.
Questions
If you have any questions about returns, refunds, damaged items, missing parts, cancellations, or your order status, please contact us through the chat on our website or email us at:
We are here to help.