Returns & Refunds Policy

This Returns and Refunds Policy sets out the terms under which customers, retailers, and vendors may request returns, exchanges, or refunds for orders processed through the QIOSK platform. QIOSK operates as a multi-sided digital marketplace connecting vendors, retailers, and customers across the United Kingdom. As such, this policy applies across all layers of the platform and is designed to ensure fair, transparent, and legally compliant handling of all return and refund requests in accordance with the Consumer Rights Act 2015 and applicable UK consumer protection legislation.

This Returns and Refunds Policy applies to all parties who engage in transactions through the QIOSK platform, including:

• Customers who place orders through retailer storefronts powered by QIOSK and wish to return items or request refunds
• Retailers who manage customer-facing storefronts and are responsible for handling customer return and refund requests
• Vendors who supply products to retailers through the QIOSK marketplace and may be involved in return and refund resolution
• All parties are expected to act in good faith and in compliance with applicable UK consumer law when handling disputes

Customers shopping through QIOSK-powered retailer storefronts are protected by UK consumer law. The following statutory rights apply to all eligible purchases:

Customers wishing to initiate a return or refund should follow the steps outlined below. All return requests must be submitted within the applicable timeframes to be eligible for processing:

• Step 1 — Contact the retailer directly through the storefront from which you placed your order, using the contact details provided at the time of purchase
• Step 2 — Provide your order reference number, a description of the reason for return, and where applicable, photographic evidence of any fault or damage
• Step 3 — The retailer will review your request and respond within five working days to confirm eligibility and provide return instructions
• Step 4 — Where a return is approved, package the item securely in its original packaging where possible and follow the return instructions provided by the retailer
• Step 5 — Retain proof of postage or return shipment until your refund or replacement has been confirmed
• Step 6 — Refunds will be processed to your original payment method within 14 days of the retailer receiving the returned goods

Retailers operating storefronts through the QIOSK platform are responsible for managing customer return and refund requests in accordance with this policy and applicable UK consumer law. Retailers must:

• Respond to all customer return and refund requests within five working days of receipt
• Process eligible refunds within 14 days of receiving returned goods or proof of return shipment
• Maintain a clear and accessible returns policy on their storefront that is consistent with this policy and UK law
• Not impose conditions on returns that are more restrictive than those required under UK consumer legislation
• Communicate clearly with customers regarding the status of their return or refund request throughout the process
• Notify QIOSK of any return or refund disputes that cannot be resolved directly with the customer
• Keep accurate records of all return and refund transactions for a minimum of six years in accordance with UK financial record-keeping requirements

Vendors supplying products to retailers through the QIOSK marketplace play an important role in the returns and refund process. The following obligations apply to all registered vendors:

Where a customer receives an item that is faulty, damaged in transit, or materially different from the product description, the following process applies:

• Customers must report faulty, damaged, or incorrect items to the retailer within 30 days of delivery to be eligible for a full refund under the Consumer Rights Act 2015
• Where possible, customers should retain original packaging and provide photographic evidence of the fault or damage at the time of reporting
• Retailers must investigate the claim promptly and, where the fault is confirmed, offer the customer a full refund, replacement, or repair as appropriate
• Where damage is confirmed to have occurred during transit, the retailer and vendor will work together to determine liability and arrange a resolution
• QIOSK may be called upon to mediate disputes between retailers and vendors where transit damage responsibility is contested
• Customers are not required to return damaged or unsafe items if doing so would pose a health or safety risk

Certain categories of products are non-returnable under this policy, except where they are faulty, damaged, or not as described. Non-returnable items include:

• Perishable goods including food, beverages, and fresh produce that have a short shelf life
• Custom-made or personalised products that have been manufactured to a specific customer order
• Sealed hygiene or health products that have been opened after delivery, including cosmetics and personal care items
• Hazardous materials or substances that cannot be safely returned via standard postal or courier services
• Digital goods, software licences, or downloadable content where delivery has commenced with the customer's consent
• Items that have been clearly used, assembled, or modified by the customer after receipt in a way that affects their resale value
• Goods that the customer has confirmed as accepted where a minor issue was communicated and agreed prior to delivery

Refunds processed through the QIOSK platform are subject to the following timelines, which apply from the date the return is confirmed as eligible:

• Refunds will be issued to the customer's original payment method within 14 calendar days of the retailer receiving the returned goods
• Where a return is approved without the physical return of goods being required, the refund will be issued within 14 days of the approval confirmation
• Payment processing times may vary depending on the customer's bank or card provider, and QIOSK cannot be held responsible for delays imposed by third-party financial institutions
• Subscription fees and platform charges are refunded in accordance with the billing terms set out in the Terms of Service
• Partial refunds may be issued where only part of an order is returned, or where a deduction for return shipping costs has been agreed
• QIOSK will notify relevant parties of refund processing milestones where its mediation is involved in the resolution

Where a return or refund request cannot be resolved directly between a customer and retailer, or between a retailer and vendor, the following escalation process applies:

Refund terms for QIOSK platform subscription fees paid by vendors and retailers are governed by the following conditions:

• Subscription fees are non-refundable once a billing period has commenced, except where required by applicable UK consumer law
• Where a user cancels their subscription, access to the platform will continue until the end of the current billing period and no further charges will be applied
• If QIOSK terminates an account for reasons other than a policy breach, a pro-rata refund of any prepaid subscription fees will be issued
• Refund requests relating to subscription billing errors or technical failures on the part of QIOSK will be reviewed on a case-by-case basis
• Annual subscription refunds requested within 14 days of purchase and where the account has not been actively used may be considered at QIOSK's discretion
• All subscription refund requests should be submitted to the QIOSK billing team with full account details and a description of the reason for the request

QIOSK reserves the right to update or amend this Returns and Refunds Policy at any time to reflect changes in platform operations, applicable law, or business practices. When material changes are made, registered users will be notified by email or via a prominent notice on the platform. The date at the top of this policy reflects when it was last revised. We encourage all vendors, retailers, and customers to review this policy periodically to remain informed of their rights and obligations. Continued use of the QIOSK platform following any update constitutes acceptance of the revised policy.

If you have any questions about this Returns and Refunds Policy, wish to initiate a return or refund request, or need to escalate an unresolved dispute, please contact the QIOSK support team using the details below: