Return Policy | Quomdhor

Last Updated: November 9, 2025

At Quomdhor, we want you to be completely satisfied with your purchase. We understand that sometimes a product might not meet your expectations or arrive damaged. Our return policy is designed to make the process as smooth and hassle-free as possible.

Please read the following guidelines to understand our return and refund process. If you have any questions or need assistance, don't hesitate to contact our customer service team.

1. Return Eligibility

We accept returns on most products within 30 days of delivery, subject to the following conditions:

Products must be unused, unopened, and in their original packaging with all tags and seals intact.
Gift sets must be complete and in their original packaging.
Products purchased on sale or with a discount code may have limited return eligibility (as indicated at the time of purchase).
Personalized or custom-made products cannot be returned unless they are defective or damaged upon arrival.

The following items are not eligible for return:

Products that have been used, lit, or show signs of use.
Products without their original packaging.
Items marked as "Final Sale" or "Non-Returnable."
Digital products or downloadable content.

2. Damaged or Defective Products

If you receive a damaged or defective product:

Contact us within 48 hours of receiving your order.
Provide your order number, a description of the issue, and photographs showing the damage or defect.
Do not dispose of the product or packaging until your claim has been resolved.

For damaged or defective products, we offer:

A replacement of the same product (subject to availability).
A full refund including the original shipping cost.
Store credit for the purchase amount plus 10% as a goodwill gesture.

We take product quality very seriously and will use your feedback to improve our packaging and handling procedures.

3. Return Process

To ensure a smooth return process, please follow these steps:

Contact Us

Email us at info@quomdhor.world or call +64 7 839 1101 to initiate your return. Please include your order number and reason for return.

Receive Authorization

We'll review your request and provide a Return Authorization Number (RAN) and return instructions within 1-2 business days.

Package Items

Carefully pack the item(s) in their original packaging along with the RAN. Ensure products are protected to prevent damage during transit.

Ship Return

Ship the package using the method provided in your return instructions. Keep your shipping receipt and tracking number for reference.

Important: Returns sent without prior authorization or without a Return Authorization Number may not be accepted or may experience processing delays.

4. Refund Process

Once we receive and inspect your return, we'll process your refund as follows:

Refunds will be issued to the original payment method used for the purchase.
Processing time is typically 3-5 business days after we receive your return.
You will receive an email confirmation when your refund has been processed.
Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

Refund Details:

Original product cost: Refunded in full for eligible returns.
Original shipping cost: Not refunded unless the return is due to our error (damaged or incorrect item).
Return shipping cost: Covered by the customer unless the return is due to our error.
Restocking fee: None for standard returns. A 15% fee may apply for bulk orders (10+ units).

5. Exchanges

We're happy to exchange your product for a different scent, size, or design if you prefer. For exchanges:

Follow the same return process outlined above, indicating that you'd like an exchange instead of a refund.
Specify the product you'd like to receive as a replacement.
If there's a price difference, we'll either charge or refund the difference accordingly.
Exchanges are subject to product availability.
If your preferred replacement is unavailable, we'll contact you to discuss alternatives or process a refund instead.

To expedite the process, you may place a new order for the desired item and return the original for a refund, rather than waiting for an exchange to be processed.

6. International Returns

For international customers, our return policy includes some additional considerations:

The standard 30-day return window still applies, but we allow an additional 14 days to account for international shipping time.
Return shipping costs are the responsibility of the customer, except in cases of damaged or defective products.
Any customs duties, taxes, or fees incurred during the return shipping process are the responsibility of the customer.
We recommend using a tracked shipping service to ensure your return can be traced if necessary.
International returns typically take 2-3 weeks to process due to shipping and customs clearance times.

7. Gift Returns

If you received a product as a gift and would like to return it:

You'll need the order number or gift receipt. If you don't have this information, please contact our customer service team for assistance.
Gift returns follow the same eligibility requirements as standard returns.
Refunds for gifts will be issued as store credit to the gift recipient rather than refunded to the original purchaser.
Gift recipients may exchange the item for another product of equal or lesser value.
If exchanging for a more expensive item, the gift recipient may pay the difference.

8. Frequently Asked Questions

Can I return a candle if I don't like the scent?

Yes, if the candle is unused, unlit, and in its original packaging, you can return it within 30 days of delivery. We understand that scent preferences are personal, which is why we offer this flexibility. However, we encourage you to explore our scent descriptions or visit our store to sample scents before purchasing if possible.

What if my candle arrives broken or damaged?

If your candle arrives damaged, please contact us within 48 hours of receiving your order. Send photos of the damaged item and packaging to info@quomdhor.world along with your order number. We'll arrange a replacement or refund immediately and cover all shipping costs. Please keep the original packaging until your claim is resolved.

How long does it take to process my refund?

Once we receive your return, we'll inspect the items and process your refund within 3-5 business days. After processing, it typically takes an additional 5-10 business days for the refund to appear in your account, depending on your payment provider. You'll receive an email confirmation when your refund has been processed.

Can I return a sale or discounted item?

Items purchased on sale or with a discount code may be returned within 30 days, provided they are unused and in original packaging. However, items marked as "Final Sale" are not eligible for return. For promotional bundles or special offers, all items in the bundle must be returned together and in their original condition.

Do I have to pay for return shipping?

For standard returns, customers are responsible for return shipping costs. If you're returning an item because it's damaged, defective, or we sent you the wrong product, we'll cover the return shipping costs by providing a prepaid return label. For international returns, customers are responsible for return shipping costs and any applicable customs fees or taxes.

Can I return a candle after it's been used?

Unfortunately, we cannot accept returns of used candles unless they are defective in some way (e.g., wick issues, container defects). If you experience a problem with your candle's performance, please contact our customer service team with details and photos, and we'll work with you to resolve the issue.

9. Contact Us

If you have any questions about our return policy or need assistance with a return, please contact our customer service team:

Email: info@quomdhor.world
Phone: +64 7 839 1101
Hours: Monday-Friday, 9:00 AM - 5:00 PM NZST

For in-person assistance, you can also visit our store:

Quomdhor
134 Victoria St
Hamilton 3204
New Zealand

10. Changes to This Policy

We reserve the right to modify this return policy at any time. Changes will be effective immediately upon posting on our website. The policy applicable to your order is the one in effect on the date of purchase. We encourage you to review this policy periodically to stay informed about our return procedures.