Return & Refund Policy

Eligibility

  • United States & Asia-Pacific customers: Return requests must be submitted within 7 days of delivery, and the item must be received back by Quocrea within 21 days of delivery.
  • EU & UK customers: In accordance with the EU Consumer Rights Directive and UK Consumer Contracts Regulations, you have the right to cancel your order and request a return within 14 days of delivery. This 14-day window applies to EU/UK orders regardless of any shorter window stated elsewhere in this policy.
  • Items must be returned in brand-new, unused, unaltered condition: no signs of spinning, throwing, or play; no marks on bearings, response, or surface finish; all protective films/stickers intact; all original packaging, inserts, manuals, and accessories included.
  • A 15% restocking fee applies to all approved non-defective returns from US/Asia-Pacific customers, deducted from the refund. This fee is disclosed here and at checkout prior to purchase. This restocking fee does not apply to EU/UK cancellations made within the statutory 14-day window — those are refunded in full.
  • Return shipping costs (sending the item back to our Vietnam warehouse) are the customer's responsibility in all cases and are non-refundable, including for EU/UK cancellations — this is permitted under EU/UK law as long as it is disclosed before purchase, which it is here.
  • Original outbound shipping is non-refundable for US/Asia-Pacific returns. For EU/UK statutory cancellations, the standard-tier outbound shipping cost is refunded as required by law (any premium/expedited shipping upgrade is not).
  • We reserve the right to refuse any return that does not meet the above condition standards. Items that fail inspection will be shipped back to the customer at their expense and no refund will be issued.

Final Sale — No Returns

The following are not eligible for return or refund under any circumstances other than a manufacturing defect confirmed by Quocrea:

  • Custom, made-to-order, engraved, or personalized items
  • Limited-edition or small-batch releases
  • Items purchased on sale, clearance, or with a discount code
  • Playing cards, chess sets, and board games once the outer seal/wrapping has been removed
  • Any item returned after use (spun, thrown, played with)

What Is Not Covered

Claims for the following reasons will not be accepted:

  • Accidental damage arising from normal use, including but not limited to scratches, dents, rust, and axle damage.
  • Wear and tear, including but not limited to worn strings, bearings, and response pads.
  • Any damage arising from misuse, neglect, or usage beyond the original intended design and manufacturer's recommended usage.
  • Minor scratches on polished and glossy surfaces. Due to the nature of the materials and finishing process, minor scratches are inevitable from normal usage and handling.
  • Change of mind after the product has already been dispatched, outside of the statutory cancellation window described above.

Nothing in this policy excludes, restricts, or modifies any guarantee, right, or remedy that cannot lawfully be excluded under the consumer protection laws applicable in your country of purchase, including Vietnam's Law on Protection of Consumers' Rights (No. 19/2023/QH15), the EU Consumer Rights Directive, and the UK Consumer Rights Act 2015.

Manufacturing Defects

  • Claims must be submitted within 7 days of delivery, with order number, photos/video, and clear evidence of the defect. Claims submitted after this window will be evaluated at Quocrea's sole discretion and may be denied.
  • Quocrea will determine, at its sole discretion, whether an item qualifies as defective. Normal manufacturing tolerances (minor cosmetic variation inherent to CNC/anodizing processes) do not qualify.
  • Approved defect claims are remedied by repair or replacement; refunds for defects are issued only if repair/replacement is not possible.

How to Start a Return

  1. Email contact@quocrea.com within the eligibility window with your order number and reason.
  2. Returns sent without prior authorization will not be accepted and will be returned to sender at the customer's expense.
  3. Customer ships the item at their own cost, using a tracked and insured method. Quocrea is not responsible for items lost or damaged in return transit.

Refunds

  • Once received and inspected (inspection may take up to 10 business days), an approved refund is issued to the original payment method, minus any applicable restocking fee and non-refundable return shipping.
  • US/Asia-Pacific: Refunds for change-of-mind returns are issued as store credit; cash/original-method refunds are issued only for confirmed defects.
  • EU/UK statutory cancellations: Refunded in full to the original payment method (not store credit), as required by law, minus non-refundable return shipping as noted above.

International Orders

  • All customs duties, import taxes, and international return shipping are the customer's responsibility and are non-refundable.
  • Quocrea does not cover currency conversion or payment processing fees incurred on refunds.

⚠️ Still worth checking before publishing

  • Disclose the restocking fee and return-shipping terms at checkout, not just on this policy page — that's what makes them enforceable in most US states (e.g. California) and satisfies the EU/UK "disclosed before purchase" requirement for non-refundable return shipping.
  • "Sole discretion" language on defect claims: legal, but if a customer escalates to a chargeback via PayPal/Shopify Payments/card issuer, those processors run their own dispute process and often side with the buyer regardless of your policy wording — worth knowing this policy won't fully insulate you from chargebacks even when it's legally correct.
  • This isn't legal advice — worth a quick review by a lawyer familiar with e-commerce/consumer law in your key markets before go-live, especially since Consumer Rights Directive implementation details vary slightly by individual EU country.