Refund & Return Policy
Digital products (readings, guides)
Digital items are delivered immediately and, because they cannot be "returned", are generally non-refundable once delivered. This is disclosed before checkout, and by ordering you consent to immediate performance and acknowledge that your statutory withdrawal right ends once delivery begins (EU/UK Consumer Contracts Regulations 2013 — this does not affect your statutory remedies if the content is faulty).
If something goes wrong — the reading fails to generate, the download doesn't work, or the content is materially different from what was described — contact us within 30 days and we will fix it or refund you in full.
Physical products (jewellery, ornaments, and other keepsakes)
- US customers: return within 30 days of delivery, unused and in original packaging, for a refund to your original payment method. Return shipping is at your cost unless the item arrived damaged or faulty.
- UK customers: you have the right to cancel within 14 days of receiving the goods (Consumer Contracts Regulations 2013) and a further 14 days to send them back; we refund the item and standard delivery cost. We may reduce the refund only for loss in value beyond what's needed to inspect the item.
- Damaged or faulty items on arrival: tell us within 30 days with a photo and we'll replace or refund, covering return postage.
Refunds are issued to the original payment method within 5–10 business days of us receiving and inspecting the return (digital-issue refunds are usually faster). Timing then depends on your card issuer.
Gifts
Unclaimed digital gifts may be cancelled and reissued by the sender before the recipient claims them. Once claimed, digital gifts follow the digital products rules above. Physical gifts follow the physical products rules.
If we can't ship on time
Our dispatch and delivery estimates are on the Shipping Policy page. If we cannot dispatch within that window, we will email you before the original deadline, tell you the new dispatch date, and give you the chance to cancel for a full refund instead. If you don't reply, we'll assume you're happy to wait for the new date — but the cancellation option always stays open until the parcel is on its way.
Duties, taxes and customs charges
Import duties and customs handling fees are charged by the destination country, not by us, and are usually paid by the carrier on delivery. If your order is refused at customs, or returned to us because the charges weren't paid, we refund the goods once they arrive back with us — the original shipping cost and any duties already paid are not refundable, because those amounts have gone to the carrier and to customs. If a parcel is lost in transit, you get a full refund including shipping; see the Shipping Policy.
How to start a return or refund
Contact us at support@qiluck.com with your order number and reason. We acknowledge within 1 business day and resolve within 5 business days wherever possible. You never need to give a reason for UK statutory cancellations.
Where to send returns: 中国浙江省义乌市稠江街道大路金小区. Please wait for our reply with a return reference before posting anything — it lets us match the parcel to your order the day it arrives.
Your statutory rights
This policy doesn't limit your statutory consumer rights, including under the UK Consumer Rights Act 2015 and applicable US state consumer protection laws.