Refund policy

Returns and refunds

This policy covers purchases from PUNIVERSE LTD trading as Qoolala.

Our 30-day returns offer

Request a return within 30 days of delivery by emailing qoolala@puniverse.net with your order reference. We will explain the next steps and provide the appropriate return address. Please contact us before posting anything back.

For our voluntary extended returns offer, goods should be unused, complete, in their original packaging and accompanied by proof of purchase. You pay return postage for a change of mind or an incorrectly selected model. We recommend a tracked service. The statutory rights below take priority over these conditions.

Your UK online cancellation rights

For eligible online purchases, you can tell us you wish to cancel within 14 days of receiving the goods, then return them within a further 14 days. Reasonable inspection, as you could carry out in a shop, does not remove this right. A deduction may apply for diminished value caused by handling beyond what is needed to inspect the goods.

Where statutory cancellation rights apply, the refund includes the basic outbound delivery charge. Any premium above standard delivery is not refundable. We do not deduct payment-processing fees. Sale purchases retain the same statutory rights as full-price purchases.

Faults, damage and incorrect goods

If goods arrive damaged, faulty or different from your order, email us with the order reference and details. Photos of the goods and packaging can help us resolve the issue. Your legal remedies remain available; the change-of-mind postage rule does not limit those rights.

Refunds and exchanges

After assessing your return, we will confirm the outcome. Approved refunds go to the original payment method. Our processing aim is 5–10 working days, subject to any shorter statutory deadline, including the applicable 14-calendar-day refund deadline. Banks may take additional time to display the credit.

For an exchange, contact us first; returning the original item and placing a separate order may be the quickest route.

Cancellations and exceptions

Contact us promptly to request a change or cancellation before dispatch. If dispatch cannot be stopped, applicable cancellation and return rights still remain. Statutory exceptions can apply to personalised goods and certain other products. Nothing in this policy removes your legal rights.

PUNIVERSE LTD · Company number 15999087
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Contact us for return instructions before sending goods.