QUELMI BCN

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Refund and Returns Policy

Effective Date: October 18, 2026

1. Introduction

Welcome to the official Refund and Returns Policy of QUELMI BCN SL, the operator of the travel essentials e-commerce website accessible at [www.quelmibcn.com]. As a small, Spain-based travel-focused team that curates practical, space-saving travel essentials for every type of journey from weekend coastal getaways to long cross-continent European adventures, we prioritize delivering products that meet the high quality standards our customers expect. This policy clearly outlines our standardized, fair rules for product returns, exchange processing, and eligibility requirements, with an explicit, core rule that no standalone “refund only” requests will be approved under any circumstances. All our policies are designed to comply with the EU Consumer Rights Directive 2011/83/EU and relevant Spanish consumer protection regulations, while protecting the legitimate interests of both our customers and our small business operations.

2. Core Ground Rule: No Standalone Refund Only Requests

We explicitly confirm that ‌we do not process any refund-only requests that are not accompanied by a full return of the purchased physical product‌. There are no exceptions to this rule for all product orders completed on [www.quelmibcn.com]. Any customer who submits a request to receive a full or partial monetary refund without sending back the corresponding travel essential product they ordered will not be approved. This rule applies to all product categories on our site, including toiletry bags, passport covers, luggage tags, collapsible cups, and all other travel essentials we curate and sell. The only valid pathway to receive a refund for any order is to first return the eligible, unused product to our designated warehouse, following all requirements laid out in this policy. We do not offer partial refunds for retained products, and customers who keep the delivered product are not entitled to any form of monetary refund under any scenario.

3. General Returns Eligibility

All customers have a 14 calendar day cooling-off period, counted from the date that you or a third party you designate (other than our shipping carrier) takes physical possession of your ordered travel essential product. During this 14-day window, you may initiate a return request without needing to provide any specific justification for your decision, provided your returned product meets all of the following eligibility criteria:

  • The product remains in brand new, unused condition, with no signs of wear, damage, modification, or use that would make it unsuitable for resale. All original factory tags, packaging, accessories, and included promotional items that came with your order must still be intact and included in your return parcel.
  • The product is not excluded from our returns scope: customized personalized products including engraved metal luggage tags, gold foil initial monogram passport holders, and custom printed items do not qualify for return, as these are produced exclusively to your unique specifications and are not suitable for general resale.
  • You have not submitted a prior return request for the same order. We reserve the right to reject repeated, invalid return requests from users who attempt to abuse our consumer return policies.

To initiate a valid return request, you must contact our customer support team via the official contact email [email protected], and provide your order number, full name, photos of the product in its original packaging, and a brief note stating your reason for the return. Our support team will review your request within 3 business days, and send you a pre-paid official return shipping label along with clear instructions for how to send the product back to our designated returns address located at our Barcelona headquarters. You will never be required to pay any return shipping fees for eligible return requests.

4. Post-Return Processing and Refund Rules

Once our warehouse team receives and inspects your returned product to confirm it meets all our return eligibility requirements, we will notify you of the approval of your return application within 5 business days. We strictly do not issue any refunds before we have completed full physical inspection and confirmed that the returned product is intact and meets all return conditions. After approval, we will process your corresponding refund back to your original payment method, including your credit card, debit card, or the Klarna payment account you used at checkout. The full refund amount will only cover the product price you paid at the time of purchase, along with the original standard shipping fee you paid when placing the order. We cannot refund any additional express shipping fees, custom duty charges you incur in your local region, or transaction fees charged by your payment service provider.

The refund will typically reflect in your payment account within 7 to 14 business days, depending on the processing speed of your issuing bank or payment service provider. We are not responsible for delays caused by third-party financial institutions outside of our operational control. In the event that we receive your returned product and find it has been damaged, used, modified, or is missing key parts or original packaging, we will send you a clear photo record of the condition of the product, and we will reject your return request. In this scenario, we will not issue any refund, and we will ship the product back to your designated address at no extra cost to you.

5. Damaged or Defective Product Handling

In the rare case that you receive a travel essential product that arrives damaged during shipping, has manufacturing defects, or does not match the exact product you ordered on [www.quelmibcn.com], you can contact our support team within 7 calendar days of delivery, providing clear photos or short video evidence of the issue. After our team verifies the problem, you can choose one of two available processing options:

  1. Return the defective product to us via the pre-paid shipping label we provide, and we will send you a brand new, fully functional replacement unit of the exact same product at no additional cost to you.
  2. If the exact product is permanently out of stock, you may exchange your returned defective product for another equivalent travel essential of your choice from our shop inventory of equal or higher value, with only the price difference charged if you select a more expensive item.

Even for defective, damaged, or incorrectly shipped products, we do not support standalone refund only requests. You must first return the non-conforming product to us, and you can only opt for a product exchange or a full refund after we receive and verify the returned non-conforming item. We will never ask you to retain a defective product while issuing a partial or full refund for you.

6. Contact Information for Inquiries

If you have any questions, concerns, or need to initiate a return request related to this policy, you can reach out to our support team via:
QUELMI BCN SL
Carrer de Muntaner 193, Planta Baja, 08036 Barcelona, Spain
Contact Email: [email protected]
Contact Phone: +34 931 373 393
Our customer support operating hours are 9:00 to 18:00 CET, from Monday to Friday, and we will respond to your inquiry within 24 business hours. This policy forms a part of our overall Terms of Service for users of [www.quelmibcn.com], and all orders placed on our website are deemed to be acknowledgment and acceptance of all terms laid out in this Refund and Returns Policy.