Returns & Refunds Policy

Thank you for shopping with QS QUANTUM SATIS. If you are not completely satisfied with your purchase, please review our Returns & Refunds Policy below.

1) Right of Withdrawal (EU Customers)

In accordance with the Consumer Rights Directive (2011/83/EU), customers have the right to withdraw from their purchase within 14 days of receiving the goods, without giving any reason.

To exercise this right, you must notify us by email.

After notifying us of your decision, the goods must be returned within 14 days.

Returned items must be:

  • unused;

  • in their original condition;

  • returned in their original packaging.

Customers are responsible for any reduction in value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

2) Return Shipping Costs

Unless the product is defective, damaged, or incorrectly supplied, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot be responsible for returned items lost during transit.

3) Non-Returnable Items

Certain items cannot be returned.

These include:

  • handmade gel candles produced on a made-to-order basis;

  • personalized or custom-made products;

  • items damaged due to misuse, negligence, or improper handling after delivery.

Handmade and made-to-order products may be exempt from the statutory right of withdrawal where permitted by applicable law.

4) Damaged or Defective Products

If you receive a product that is:

  • damaged during shipping;

  • defective;

  • significantly different from the product description or the item ordered;

please contact us within 48 hours of receiving the order.

Please provide photographs of:

  • the damaged product;

  • the packaging;

  • the shipping label.

After reviewing the claim, we may offer:

  • a replacement;

  • a refund;

  • another appropriate remedy, depending on the circumstances.

5) Refunds

Once we receive and inspect the returned item, we will notify you of the outcome of your return request.

If approved, your refund will be processed within 14 days using the same payment method used for the original transaction, unless otherwise agreed.

6) Refused or Unclaimed Shipments

If a shipment is:

  • refused by the customer;

  • not collected from a pickup point;

  • returned due to unpaid customs duties, taxes, or fees;

  • returned due to an incorrect or incomplete delivery address provided by the customer;

we reserve the right to deduct the following costs from the refund:

  • original shipping costs;

  • return shipping costs;

  • customs duties, taxes, or related charges incurred during the return process.

7) Contact Information

If you have any questions regarding returns or refunds, please contact us:

QS QUANTUM SATIS / Quantum Satis OÜ

Email: qs@qsquantumsatis.com

Address: Mõtuse tn 3, Kristiine linnaosa, Tallinn, 10619, Harju maakond, Estonia