Refund policy
We want the ritual to work for you. If it does not, here is exactly what happens.
If it does not agree with your skin
You have 30 days from delivery to send it back for a refund, even if the bottle is opened, as long as most of the product is left.
Thirty days is deliberate. You will know early whether your skin gets along with something. That is what this window is for. Whether it is working is a different question, and that takes closer to six weeks.
Return postage is yours. Original shipping is not refunded.
If it arrives damaged, or does not arrive at all
Different situation, and it is covered completely.
Email us within one month of delivery, or within one month of the estimated delivery date if the package never showed up. Include your order number and, for damage, clear photos of both the product and the shipping box. We will replace it or refund it. You do not need to send anything back.
Our manufacturer handles these cases directly and typically responds within seven working days.
How to start a return
Email info@qrema.shop with your order number and a sentence about what happened. We will reply with the return address and confirm next steps. Do not ship anything back before you hear from us, because returns sent without confirmation cannot be tracked to your order.
When you get your money back
Once your return is received and inspected, refunds are issued to the original payment method within five to seven business days. Your bank or card issuer may take additional time to post it.
For damaged or lost orders, refunds are issued as soon as the claim is approved. There is nothing to wait for in the mail.
What we cannot accept
- Anything past the 30-day window
- Bottles that are empty or nearly empty
- Products bought somewhere other than qrema.shop
- Gift cards
If something is wrong and none of this fits
Email us anyway. These are the rules we work from, not a script we hide behind. Most situations have a reasonable answer and we would rather find it than point at a policy.