Política de reembolso

Refund and Return Policy

Last Updated: September 25, 2024

At eCSeptionOL® LLC, we are committed to providing high-quality products and exceptional customer service. Your satisfaction is our top priority. This Refund and Return Policy outlines the terms and conditions for returns and refunds for purchases made on getquelle.com and getquelle.myshopify.com (collectively referred to as the "Website").

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all our products:

  • QuelleDVM™ Dog Food Topper
  • Quelle365™ Daily Vitality Dog Food Topper
  • eCSeptionOL® Powder and Capsules

If you are not completely satisfied with your purchase, you may request a refund within 30 days of the purchase date. We encourage customers to administer the product for a full month to experience its full benefits before requesting a refund.

2. Eligibility for Returns and Refunds

To be eligible for a return or refund:

  • The request must be made within 30 days from the date of purchase.
  • The product must be returned in its original packaging, with all components included.
  • Products that have been significantly used (more than half consumed) may not be eligible for a full refund.
  • Proof of purchase (order number, receipt) is required.

3. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Gift cards
  • Products purchased from unauthorized resellers or third-party websites
  • Products marked as final sale

4. How to Initiate a Return

To initiate a return:

  1. Contact Us
    • Email us at support@getquelle.com with your order number and reason for return.
    • Or call us at (240) 301-9159 during our business hours (Monday to Friday, 9 AM – 5 PM EST).
  2. Receive Return Authorization
    • Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Prepare the Package
    • Securely pack the item in its original packaging, including all materials.
    • Clearly write the RMA number on the outside of the package.
  4. Ship the Product
    • Ship the product to the following address:

eCSeptionOL® LLC

Attn: Returns Department (RMA#: [Your RMA Number])

PO Box 212

Spencerville, MD 20868-0212

USA

    • We recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for lost or damaged shipments.

5. Processing Refunds

  • Inspection
    • Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria.
  • Refund Approval
    • If approved, we will process your refund to the original method of payment within 7-10 business days.
  • Partial Refunds
    • If the returned item is not in its original condition, is damaged, or missing parts for reasons not due to our error, a partial refund may be granted at our discretion.
  • Shipping Costs
    • Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the return is due to our error or a defective product.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us at support@getquelle.com or call (240) 301-9159.

7. Late or Missing Refunds

If you haven't received a refund yet:

  • Check Your Bank Account
    • It may take some time before your refund is officially posted.
  • Contact Your Credit Card Company
    • Processing times can vary between banks and credit card companies.
  • Contact Us
    • If you have done all of the above and still have not received your refund, please contact us at support@getquelle.com.

8. International Orders

  • Customs and Duties
    • International customers are responsible for all customs duties, taxes, and fees imposed by their country.
  • Return Shipping
    • International return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

9. Subscription Cancellations

  • How to Cancel
    • You may cancel your subscription at any time by logging into your account or contacting us at support@getquelle.com.
  • Refunds on Subscriptions
    • Refunds for subscription orders will be handled in accordance with this Refund and Return Policy.

10. Unauthorized Returns

Items returned without prior authorization (without an RMA number) may not be accepted and may be returned to the sender at their expense.

11. Damaged or Defective Products

If you receive a damaged or defective product:

  • Contact Us Immediately
    • Email us at support@getquelle.com with your order number and a description of the issue.
    • Please include photos of the damaged or defective product.
  • Resolution
    • We will arrange for a replacement or refund as appropriate.

12. Contact Information

For any questions regarding this Refund and Return Policy, please contact us:

  • Address: eCSeptionOL LLC, PO Box 212, Spencerville MD 20868-0212
  • Email: support@getquelle.com
  • Phone: (240) 301-9159

13. Changes to This Policy

We reserve the right to modify this Refund and Return Policy at any time. Any changes will be effective immediately upon posting to the Website. Your continued use of the Website or purchase of products after any changes constitutes your acceptance of the new policy.