Return, Refund, Exchange, and Cancellation Policy

Effective Date: 1/5/2026

Welcome to Qandii.

At Qandii, we aim to provide customers in Jordan with a clear, reliable, and trusted shopping experience. This policy explains the terms and conditions for returns, refunds, exchanges, and order cancellations when purchasing through qandii.com, jo.qandii.com, or any Qandii platform, service, or communication channel.

This policy currently applies to Qandii’s operations in Jordan. It may be updated in the future if Qandii expands to additional markets.

By using Qandii or placing an order, you acknowledge that you have read, understood, and agreed to this policy.

1. Returns

Customers may request to return eligible products within 14 days from the date of receiving the order, provided that the product meets the return conditions stated in this policy.

To be eligible for return, the product must be:

• Unused
• Unopened
• In its original condition
• In its original packaging
• Returned with all accessories, gifts, samples, or included items, if applicable
• Not damaged due to misuse, mishandling, or improper storage by the customer

Due to the nature of beauty and personal care products, opened or used products cannot be returned for health, hygiene, and safety reasons, unless the product is damaged, incorrect, missing, expired, or not as described.

2. Non-Returnable Products

Qandii does not accept returns for the following products if the reason for return is change of mind or no longer wanting the product:

• Opened or used makeup products
• Opened or used skincare products
• Opened or used hair care products
• Opened or used body care products
• Opened or used tanning products or sunscreens
• Personal care or hygiene-related products that have been opened
• Products with removed or damaged original packaging
• Products damaged after delivery due to misuse or improper storage
• Gift cards or vouchers, if applicable
• Discounted products or promotional items, when the reason is change of mind only

However, discounted products or promotional items may still be reviewed if they are damaged, incorrect, missing, expired, or not as described.

3. How to Request a Return

Return requests are currently handled only through Qandii customer support and are not submitted through a return button inside the customer account.

To request a return, please contact us through:

Email: customer.servicejd@qandii.com

Phone / WhatsApp: 0797676642

Please provide the following information:

• Order number
• Full name
• Phone number used for the order
• Product name
• Reason for return
• Clear photos of the product and packaging, if requested
• Any additional details that may help us review the request

Qandii will review the return request and may ask for additional information or photos before approving the request.

4. Product Inspection and Return Approval

After reviewing the return request, Qandii may request that the product be returned for inspection.

Once the returned product is received, it will be inspected to confirm whether it meets the return conditions. The customer will then be notified whether the return request has been approved or rejected.

A return request may be rejected if:

• The product is used or opened
• The product is not in its original condition
• The product is not in its original packaging
• The product was damaged after delivery
• More than 14 days have passed since the date of receiving the order
• The product belongs to a non-returnable category
• The customer did not provide sufficient information to process the request
• The request does not comply with this policy

If the return is rejected, the product may be returned to the customer, and the customer may be responsible for delivery or operational costs depending on the case.

5. Damaged, Incorrect, or Missing Products

The customer must inspect the order upon the arrival of the delivery representative and before accepting the order.

If the product is:

• Clearly damaged
• Incorrect
• Missing
• Different from the order
• Expired
• Or has a visible issue at the time of delivery

the customer must notify the delivery representative immediately before accepting the order and contact Qandii customer support directly by phone or WhatsApp.

In such cases, Qandii will review the issue and take the appropriate action, which may include:

• Product replacement
• Product return
• Refund
• Sending the correct product
• Any other suitable solution depending on the case

If the customer accepts the order without reporting a visible issue at the time of delivery, Qandii may not be able to accept certain claims related to visible damage, missing items, or incorrect products, unless the issue could not reasonably be discovered at the time of delivery or relates to a hidden defect.

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for return and the customer’s communication and cooperation.

• If the return is due to an error by Qandii, or if the product is damaged, incorrect, missing, expired, or not as described, Qandii will cover the approved return or exchange shipping costs.
• If the return is due to change of mind or the customer no longer wants the product, the customer may be responsible for return shipping or any delivery-related costs.
• If the customer does not respond at all to Qandii or the delivery partner’s attempts to complete the return process, Qandii may handle the case as it deems appropriate.
• If the customer initially responds but later stops responding or does not follow the agreed return arrangements, the customer may be responsible for shipping fees or any additional costs resulting from that delay or non-cooperation.

Qandii reserves the right to determine final responsibility for shipping costs based on the details of each case.

7. Refunds

Refunds are subject to Qandii’s review and approval under this policy.

If a refund is approved, the amount may be refunded through the original payment method or through another suitable method determined by Qandii, depending on the case, payment method, and operational availability.

7.1 Card Payments

If the order was paid by card and the refund is approved, the refund may be issued to the same card or payment method used for the transaction, subject to the procedures of the payment service provider and the bank.

Qandii does not deduct transaction fees from the refund if the return or cancellation is due to an error by Qandii, or if the product is damaged, incorrect, missing, expired, or not as described.

If the reason for return is change of mind or the customer no longer wants the product, a processing or transaction fee of up to 10% of the refunded amount may be deducted, in addition to any non-refundable delivery, operational, or service fees, depending on the case.

7.2 Cash on Delivery Payments

If the order was paid by Cash on Delivery and the refund is approved, the refund method will be determined based on the case and operational availability.

This may include, for example:

• Store credit in the customer’s Qandii account
• Transfer to the customer
• Cash refund based on available arrangements
• Any other method agreed between Qandii and the customer

7.3 Refund Processing Time

Refund processing time may vary depending on:

• Payment method
• Bank or card issuer
• Payment service provider
• Returned product condition
• Seller confirmation
• Delivery partner confirmation
• Completion of any customer information required for the refund

Card refunds may require additional time depending on the bank and payment provider procedures, which are outside Qandii’s direct control.

8. Exchanges

Qandii allows exchanges for certain eligible products within 14 days from the date of receiving the order, provided that the product is returnable or exchangeable under this policy.

To be eligible for exchange, the product must be:

• Unused
• Unopened
• In its original condition
• In its original packaging
• Eligible for exchange from a health, hygiene, and safety perspective
• Available through Qandii, the seller, or the supplier

Exchanges are subject to product availability and Qandii’s approval after reviewing the case.

9. How to Request an Exchange

To request an exchange, please contact Qandii customer support through:

Email: customer.servicejd@qandii.com

Phone / WhatsApp: 0797676642

Please provide the following information:

• Order number
• Full name
• Phone number
• Product requested for exchange
• Reason for exchange
• Requested replacement product, if applicable
• Photos of the product and packaging, if requested

After receiving the request, Qandii will review exchange eligibility and replacement product availability, then notify the customer whether the request is approved or rejected.

10. Price Difference in Exchanges

If the exchange is approved and the replacement product has a different price:

• If the replacement product is more expensive, the customer must pay the price difference using one of the available payment methods at that time.
• If the replacement product is less expensive, the difference may be refunded depending on the case. This may be done through store credit, transfer, order adjustment, or any other method determined by Qandii based on operational availability.

The replacement product will not be shipped until the exchange is confirmed, the product is available, and any price difference or related fees have been settled, if applicable.

11. Order Cancellations

Customers may request to cancel an order before the order is handed over to the delivery company.

Once the order has been handed over to the delivery company, cancellation may no longer be possible, and the order may be handled under the return, exchange, or refund terms stated in this policy.

To request cancellation, please contact Qandii customer support as soon as possible through:

Email: customer.servicejd@qandii.com

Phone / WhatsApp: 0797676642

Please provide the order number and the contact details linked to the order.

Qandii reserves the right to reject a cancellation request if the order has already been handed over to the delivery company or has reached a stage where processing or delivery can no longer be stopped.

12. Refunds for Cancelled Orders

If the order is cancelled before being handed over to the delivery company, the refund will be handled according to the payment method:

• If the order was paid by card, the refund will be processed according to the payment provider and bank procedures.
• If the order was placed using Cash on Delivery, no refund applies if the customer has not paid yet.
• If any processing, operational, or delivery costs were already incurred before cancellation, they may be handled depending on the case.

If the cancellation is due to an error by Qandii or product unavailability, the customer will not be responsible for any additional cancellation-related fees.

13. Discounted Products and Promotions

Discounted products or promotional items are not returnable or exchangeable if the reason is change of mind or the customer no longer wants the product.

However, if the discounted or promotional product is damaged, incorrect, missing, expired, or not as described, it will be handled according to the damaged, incorrect, or missing products section of this policy.

14. Customer Responsibility Upon Delivery

The customer is responsible for ensuring that order and delivery information is accurate, including:

• Name
• Phone number
• Address
• City or area
• Order details
• Availability to receive the delivery representative
• Inspecting the order upon the delivery representative’s arrival and before accepting it

Failure to respond to Qandii or the delivery company, providing inaccurate information, or refusing delivery without an acceptable reason may result in restricting certain services in the future, including Cash on Delivery, returns, or exchanges.

15. Misuse of Return or Exchange Policy

Qandii reserves the right to reject returns, exchanges, cancellations, or restrict certain services if there are signs of misuse of this policy, such as:

• Repeated return requests without clear reasons
• Repeated refusal to accept orders
• Providing incorrect information
• Using products and then attempting to return them
• Repeated claims of damage or missing items without proof
• Failure to respond to communication or delivery attempts
• Any behavior that Qandii considers inconsistent with fair use of the platform

16. Changes to This Policy

Qandii may update this Return, Refund, Exchange, and Cancellation Policy from time to time to reflect changes in operations, products, payment methods, delivery, legal requirements, or platform policies.

When this policy is updated, the Effective Date at the top of the page will be revised. Users may also be notified when necessary by email, website notice, account notification, or any suitable communication method.

Your continued use of Qandii after any policy update means that you acknowledge the updated policy.

17. Contact Us

If you have any questions or need assistance with returns, refunds, exchanges, or order cancellations, you can contact us through:

Qandii / متجر قاندي

Affiliated with Masrouji Drug Store

Address: Masrouji Company Complex 300, Al Qudus St., Bader, Amman 11181, Jordan

Email: customer.servicejd@qandii.com

Phone / WhatsApp: 0797676642

Working Hours: 8:30 AM to 5:30 PM, Jordan Time.