Refund policy
RETURN & REFUND POLICY
Last updated: 11.05.2026
Our Return Guarantee
We want you to love your QuestLantern. If you're not completely satisfied, we offer a 30-day return policy — you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- In the same condition as received (unused and undamaged)
- In its original packaging with all included accessories
- Accompanied by your order confirmation or proof of purchase
Items that do not meet these conditions may be refused or subject to a partial refund.
How to Start a Return
Do not send your item back without contacting us first.
To initiate a return, please contact us at with:
- Your order number
- The reason for your return
- Photos of the item (required for damaged or defective claims)
We will respond within 24–48 business hours with instructions on how to proceed. Returns sent without prior authorization will not be accepted and cannot be refunded.
Damages, Defects & Wrong Items
Please inspect your order upon receipt. If your item arrives damaged, defective, or incorrect, contact us immediately at with:
- Your order number
- A clear photo of the damage or issue
We will arrange a free replacement or full refund — you will not need to return the item in most defect cases. We take full responsibility for any shipping or manufacturing errors.
Non-Returnable Items
The following cannot be returned:
- Items returned more than 30 days after delivery
- Items that are damaged due to misuse, improper installation, or accidents after delivery
- Items missing original packaging or accessories
- Sale items purchased at final-sale prices
- Gift cards
Exchanges
We do not process direct exchanges. If you'd like a different item, please return your original order (once accepted) and place a new order separately. This is the fastest way to get what you need.
European Union – 14-Day Right of Withdrawal
If your order is being delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification — in accordance with EU Consumer Rights Directive 2011/83/EU.
Conditions:
- The item must be unused, in its original condition and packaging
- You must notify us of your intent to withdraw within the 14-day window
- Proof of purchase is required
To exercise your right of withdrawal, send a clear written notice to:
Melih Esad Demirhan
Helenenstraße 34
45143, Essen, DEUTSCHLAND
You may use the following model withdrawal form (not mandatory):
MODEL WITHDRAWAL FORM
To: Melih Esad Demirhan, Helenenstraße 34, 45143 Essen, Germany,
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Ordered on: ___________
Order number: ___________
Name of consumer: ___________
Address of consumer: ___________
Date: ___________
Return shipping costs for withdrawal returns are borne by the customer unless the item is defective or incorrect.
Refunds
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
If approved:
- Your refund will be processed to your original payment method within 5–10 business days
- PayPal refunds typically appear within 1–3 business days
- Credit card refunds may take up to 10 business days depending on your bank
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at .
Shipping Costs for Returns
| Situation | Who pays return shipping? |
|---|---|
| Item is defective or wrong | We cover it |
| Item is damaged in transit | We cover it |
| Customer changed their mind | Customer covers it |
| EU 14-day withdrawal | Customer covers it |
Contact
For all return and refund questions:
📧
⏱ Response time: within 24–48 hours (Monday–Friday)