Returns, Exchanges & Refunds

At QUU Design, every piece is crafted with care using high-quality and sustainable materials. Some QUU lights can be customized or made specifically to your requirements, which may affect your right of withdrawal. Please review our return policy before placing your order.

Returns

If you are not completely satisfied with your purchase, you may notify us of your wish to return the item within 14 days of receiving your order, provided that the product is eligible for return.

To be eligible for a return, the item must:

• Be unused and in its original condition
• Include all original parts and packaging
• Be accompanied by proof of purchase
• Be carefully packed for return shipping

Before returning an item, please contact us at info@quudesign.com so we can provide you with return instructions.

Once you have notified us of your return, the item must be sent back within 14 days.

Return Shipping Costs

Customers are responsible for all return shipping costs, including orders that originally qualified for free delivery.

Return shipping costs are not reimbursed unless the item is defective, damaged or incorrectly supplied.

We recommend using a trackable shipping service when returning an item. QUU Design cannot be responsible for return shipments that are lost or damaged in transit.

Returns should be sent to:

QUU Design
Asekatu 3 A
40100 Jyväskylä
Finland

Please contact us before sending your return so that we can provide the correct return instructions and process your return efficiently.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective or incorrect, please contact us as soon as possible at info@quudesign.com so we can assess the issue and find the best solution.

We recommend reporting any visible shipping damage within three days of delivery.

If the product is confirmed to be defective, damaged or incorrectly supplied, QUU Design will cover the reasonable costs associated with returning or replacing the item.

European Union 14-Day Right of Withdrawal

If you are a consumer residing within the European Union, you generally have the legal right to withdraw from an online purchase within 14 days of receiving your order, without giving a reason.

To exercise your right of withdrawal, you must notify us within the 14-day withdrawal period.

You can contact us at info@quudesign.com or submit a return request through your customer account where this option is available.

Once you have notified us of your withdrawal, the item must be returned within 14 days.

Custom-Made and Personalized Products

The statutory right of withdrawal does not apply to products that are made or modified specifically according to your individual requirements or are clearly personalized to your needs, where applicable under consumer protection law.

This may include, for example, bespoke QUU lights or products manufactured specifically according to dimensions, configurations, colours or other specifications agreed individually with the customer.

Choosing from QUU Design’s standard product options does not necessarily make a product a custom-made product for the purposes of the statutory right of withdrawal.

If you are unsure whether your chosen product qualifies for return, please contact us before placing your order.

Non-Returnable Items

The following items cannot be returned or exchanged where an applicable exception to the right of withdrawal applies:

• Custom-made or personalized products manufactured specifically to your individual requirements
• Certain special-order products made specifically for you
• Gift cards

This does not affect your statutory rights if an item is defective, damaged or incorrectly supplied.

Order Cancellations

If you wish to cancel an order before it has been shipped, please contact us as soon as possible at info@quudesign.com.

Standard orders can usually be cancelled before fulfilment.

For custom-made or personalized orders, cancellation may not be possible once production has begun. Please contact us as soon as possible if you need to make changes to or cancel a custom order.

Refunds

Once we receive and inspect your returned item, we will notify you when your return has been processed.

If the return is approved, the refund will be issued to your original payment method.

Please allow your bank, credit card company or payment provider additional processing time where applicable.

For returns made under the statutory EU right of withdrawal, the original standard delivery cost will be refunded where required by applicable consumer protection law. Any additional delivery costs resulting from a more expensive delivery method chosen by the customer are not refundable.

Return shipping costs remain the responsibility of the customer and are not refunded, unless the item is defective, damaged or incorrectly supplied.

Product Claims & Statutory Rights

Nothing in this policy limits your statutory rights under applicable consumer protection laws.

If you discover a defect or manufacturing fault, please contact us within a reasonable time after noticing it.

When contacting us regarding a product claim, please include:

• Your order number
• A description of the issue
• Clear photographs of the product and the issue where possible

This will help us assess your claim and find a solution as quickly as possible.

Contact Us

If you have any questions about returns, exchanges, refunds or product claims, we’re happy to help.

Email: info@quudesign.com
Phone: +358 50 910 9227

QUU Design
Heli Mäkiranta Design Oy
Asekatu 3 A
40100 Jyväskylä
Finland