Return policy

At QUGEX, we are committed to your satisfaction. We understand the importance of finding the perfect item for your special occasion. Please review our policy carefully before making a purchase. By placing an order, you agree to the terms outlined below.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, the item must meet the following conditions:

It must be in its original, unworn, unaltered, and pristine condition, with all original tags attached.

It must be free of any stains, makeup, perfume, deodorant marks, or odors.

It must be returned in the original, undamaged manufacturer's packaging (e.g., garment bag, shoe box, accessory box).

A valid proof of purchase (order number) is required.

The return request must be initiated within 14 days of the delivery date.

Non-Returnable Items:

Final Sale Items: Clearly marked as "Final Sale" or "Non-Returnable" on the product page.

Custom-Made or Made-to-Order Items: Including dresses or gowns that have been altered specifically to your measurements.

Personalized or Monogrammed Items.

Items damaged due to customer mishandling, wear, or improper cleaning attempts.

Intimate apparel for hygiene reasons.

2. How to Initiate a Return or Exchange

Step 1: Contact our customer service team within the 14-day window to request a Return Merchandise Authorization (RMA) number. Email us at contact@qugex.com with your order number and reason for return.
Step 2: Once you receive your RMA number and return instructions, securely pack the item(s) in the original packaging. You must include the RMA number clearly written on the outside of the package. Returns sent without an RMA number will not be accepted and may be returned to you at your expense.
Step 3: Ship the package to the return address we provide using a trackable and insured shipping service.

3. Return Shipping Costs

Refund Returns: The customer is responsible for all return shipping costs. These costs are non-refundable. We recommend using a trackable and insured service, as we cannot be held responsible for return packages lost in transit.

Exchanges: For size or style exchanges, the customer is responsible for the shipping costs to return the original item and for the shipping costs to send the new item.

4. Inspection and Processing Timeline

Once we receive your return, our quality control team will inspect the item(s) to ensure they meet our eligibility criteria. This process typically takes 5-7 business days after the package is received at our facility.

Approved Returns: Upon approval, your refund will be processed to the original payment method used for the purchase.

Declined Returns: If an item does not meet our return conditions, it will be shipped back to you at your expense, and no refund will be issued. You will be notified via email.

5. Refunds

Timing: Please allow 7-10 business days for the refund to be processed and reflected in your original payment account after approval. The timing of the credit posting depends on your bank or payment provider.

Amount Refunded: You will be refunded the full price of the returned item(s). Original shipping fees and any return shipping costs you incur are non-refundable, unless the return is due to our error.

6. Exchanges

We are happy to facilitate exchanges for a different size or style of equal value, subject to availability. If you wish to exchange for a more expensive item, you will be charged the price difference. If the new item costs less, a refund for the difference will be issued after processing. Please initiate the exchange process by contacting customer service as outlined in Section 2.

7. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us at contact@qugex.com within 48 hours of delivery. Provide your order number and clear photos/videos of the issue (the item, the packaging, and the shipping label). We will provide a prepaid return shipping label and promptly arrange for a replacement or full refund, including shipping costs, once the item is received and verified.

8. Final Sale Items

All purchases marked as "Final Sale" are strictly non-returnable, non-refundable, and non-exchangeable. Please review product descriptions and your order carefully before completing your purchase.

9. Policy Modifications

QUGEX reserves the right to update, modify, or amend this Return & Refund Policy at any time. The policy in effect at the time of your purchase will apply to your order. Changes will be posted on this page with an updated "Last Updated" date.

10. Contact Us

For any questions regarding this policy or to initiate a return, please contact our dedicated support team:

QUGEX Customer Service
Email: contact@qugex.com
Phone: +1 701-516-8317
Address: 2095 Norma Lane, Shreveport, LA 71101, USA