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Our Refund PolicyUpdated 16 days ago

What is Quell’s return policy?

You may return or exchange your fully functional, unused and undamaged Quell Impact for any reason within 30 days of receipt of your order (i.e. the day you receive your order).


Shipping and handling charges from your original order, including VAT or other customs fees, are non-refundable. Refunds are made in the same currency as the original payment and will reflect current exchange rates.


You will be responsible for return shipping costs of $22 USD, which will be deducted from your refund. If you do not return your order in the original brown box that it came in, you may be liable for higher shipping costs.


Once received back to Quell’s warehouse, our team will inspect your order to ensure the components are used and undamaged. If there is any damage or signs of use your refund will be adjusted accordingly at Quell’s discretion.


If you purchased your Quell Impact  from a retailer in-store or online, please contact the retailer directly for any returns or exchanges.


Please note, If you decide to return your Impact for a refund, you must cancel your membership through your membership settings within your account portal or you will continue to be charged for your membership plan. Please contact Quell customer support if you need help modifying your existing membership plan. 


If you have purchased a one year membership. You must cancel your membership within 30 days of Membership activation to receive a refund. 


If you wish to cancel your order before it has been shipped.

If you are a Drop 001 customer it is too late to cancel your order as it has been shipped already. 


If you are a Drop 002 customer and have already filled out your Drop 002 survey it is too late to cancel your order as it has been manufactured to your specifications. 


If you are a Drop 002 non-refundable deposit customer and have not already paid the outstanding amount. Your order can be cancelled, however the deposit will not be refunded. 


Requirements to be eligible for a refund:

  • All components must be unused and undamaged
    • By using the Quell Impact you forfeit your right to a refund
  • All items need to be returned in the original Quell packaging
    • If any components are missing your refund may be declined
  • The chest pod, dongle, controllers and chest pod must be placed in the correct compartment for safe shipping.
  • The belt must be placed back into the back it came in
  • Other components must be placed in the lower compartment of the box
  • The box should be closed correctly, and placed inside the packaging sleeve

How to initiate a refund

Reach out to our customer support team at [email protected] (or VIA the on-site chat function) with your order number and details about the item you wish to return. 


Refund process

A customer service representative will ask you to fill out an online form confirming your order details and wish to initiate the refund process. Once the form is completed, the representative will create and share a shipping label and instructions on how to prepare your parcel for shipment.

Once your parcel is prepared, you will need to drop it off at your local courier hub or post-office. If you need help finding the right place to drop your order at, one of our customer service representatives will be happy to assist you. 

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Please note, return shipping costs of $22 USD will be deducted from your refund. If you do not return your order in the original brown box that it came in, you may be liable for higher shipping costs.


Refusal of Service:

We reserve the right to refuse service or cancel a reservation at any time, for any reason. In such cases, the non-refundable deposit will not be returned.


Changes to Terms and Conditions:

We reserve the right to modify these terms and conditions at any time, without notice. The updated terms and conditions will be posted on our website, and your continued use of our products or services will constitute acceptance of the updated terms and conditions.


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