Refund Policy

At Daniel Kasparek (operating online at qgnixd.com and from our physical location at Bergstraße 159, 45770 Marl, Germany), we want you and your family to be fully satisfied with your children’s toy purchases. This Refund Policy outlines our guidelines for returns, refunds, and exchanges, ensuring transparency and fairness for all customers. We comply with Germany’s Consumer Rights Directive and the German (BGB), which guarantee your right to return products within a statutory period if you are not satisfied.

1. Eligibility for Refunds

To qualify for a refund, your item must meet the following criteria:
  • Timeframe: For online orders (qgnixd.com), you have 14 calendar days from the date you receive the toy to request a return. For in-person purchases at our Marl location, the 14-day period starts on the date of purchase.
  • Condition of the Toy: The toy must be in its original, unused condition—no signs of wear, damage, or play (e.g., no missing parts, unopened packaging, tags still attached). This is especially important for children’s toys, as safety and hygiene are our top priorities.
  • Included Items: All original accessories (e.g., batteries, instruction manuals, gift wrapping for personalized orders) must be returned with the toy.
  • Proof of Purchase: You must provide a valid proof of purchase, such as an order confirmation email (for online orders), a receipt (for in-person purchases), or your order number (found on qgnixd.com under “My Account”).

Exceptions to Refund Eligibility

The following items are not eligible for refunds unless they are defective or damaged upon receipt:
  • Customized or Personalized Toys: Toys engraved with a child’s name, custom-painted designs, or made-to-order items (e.g., a custom wooden puzzle with a family photo).
  • Used or Opened Hygiene-Sensitive Toys: Items like soft plush toys, teething toys, or bath toys that have been opened or used (due to hygiene risks for young children).
  • Clearance or Final Sale Items: Products marked “Clearance” or “Final Sale” on qgnixd.com or in-store—these are sold as-is, and refunds are only offered for defects.

2. How to Request a Refund

The refund process varies slightly depending on whether you purchased the toy online or in-person. Follow these steps to ensure a smooth return:

A. Online Orders (qgnixd.com)

  1. Initiate the Return Request:
    • Email our customer service team at service@qgnixd.com with the subject line “Refund Request – Order # [Your Order Number]”. Include:
      • Your full name, contact information, and shipping address.
      • A brief reason for the refund (e.g., “toy is too small for my child”, “received a duplicate gift”).
      • Photos of the toy and its packaging (to confirm it is in original condition—required for processing).
  1. Receive Return Authorization:
    • We will review your request within 2 business days. If approved, we will send a Return Authorization (RA) Number and a pre-paid shipping label (for defective or damaged items) to your email. For non-defective returns (e.g., change of mind), you will be responsible for covering the return shipping costs.
  1. Ship the Toy Back:
    • Package the toy securely (using the original packaging if possible) and attach the RA Number to the outside of the box.
    • Ship the toy to our return address:
Daniel Kasparek – Returns Department
Bergstraße 159
45770 Marl
Germany
    • Keep the tracking number for the return shipment—this helps us locate your package and process the refund faster.

B. In-Person Purchases (Marl Location)

  1. Visit Our Store:
    • Bring the toy (in original condition), your receipt, and a valid ID to our location at Bergstraße 159, 45770 Marl.
  1. Request a Refund:
    • Speak to a team member, who will verify the toy’s condition and your proof of purchase.
  1. Receive Your Refund:
    • If approved, refunds for in-person purchases are processed immediately. You can choose between a cash refund (if you paid in cash) or a credit to your original payment method (e.g., credit card, debit card).

3. Refund Processing & Timelines

Once we receive and inspect your returned toy, we will process your refund according to the following guidelines:
  • Inspection Period: We inspect returned items within 3 business days of receipt. If the toy meets our eligibility criteria, we will approve the refund. If not (e.g., the toy is used or missing parts), we will contact you to explain why the refund was denied and offer to return the toy to you (at your cost).
  • Refund Method: Refunds are issued to the original payment method used for the purchase. For example:
    • Credit/debit card payments: Refunds are credited back to your card—this may take 3–5 business days to appear in your account (depending on your bank).
    • PayPal payments: Refunds are sent to your PayPal account within 24 hours of approval.
    • Cash payments (in-person): Refunds are given in cash immediately upon approval.
  • Refund Amount: You will receive a full refund of the toy’s purchase price, including any applicable taxes. However, we do not refund the original shipping costs (for online orders) unless the return is due to our error (e.g., we shipped the wrong toy, the toy was defective upon arrival).

4. Defective or Damaged Toys

If you receive a toy that is defective, damaged, or not as described (e.g., you ordered a blue toy but received a red one), we will cover all costs associated with the return and issue a full refund or send a replacement (if available). Here’s how to proceed:
  1. Report the Issue Immediately: Contact us within 48 hours of receiving the toy via email (service@qgnixd.com) or phone (+49 (0)2365 123 4567). Include photos or videos of the defect/damage to support your claim.
  1. Choose Your Resolution: We will offer you two options:
    • Full Refund: A complete refund of the purchase price, plus a pre-paid shipping label for returning the defective toy.
    • Replacement: We will send a new, undamaged version of the toy to you at no extra cost (if the item is in stock). If the toy is out of stock, we will offer a full refund or a store credit of equal value.
  1. No Restocking Fee: We do not charge a restocking fee for defective or damaged toys—this is our commitment to ensuring you receive high-quality products.

5. Cancellations (Before Delivery)

If you change your mind before receiving your online order, you can cancel it at any time before it is shipped. Here’s how:
  • Cancel an Order: Email service@qgnixd.com with the subject line “Order Cancellation – Order # [Your Order Number]” or call us at +49 (0)2365 123 4567.
  • Refund for Cancellations: If the order has not been processed or shipped, we will issue a full refund within 2 business days. If the order is already in transit (you received a shipping confirmation email), you will need to follow our standard return process once you receive the toy.

6. Store Credit as an Alternative

If you prefer not to receive a cash refund, we offer store credit of equal value to the toy’s purchase price. Store credit can be used for any future purchase on qgnixd.com or in our Marl location, has no expiration date, and can be combined with other promotions (e.g., holiday discounts). To request store credit instead of a cash refund, mention this in your initial refund request email or inform a team member during an in-person return.

7. International Orders (European Countries)

For orders shipped to other European countries (e.g., Germany, Belgium, Spain, Italy), our refund policy applies with the following adjustments:
  • Return Shipping Costs: For non-defective international returns, you are responsible for all return shipping costs, including customs fees (if applicable). We recommend using a tracked shipping service to avoid lost packages.
  • Inspection & Refund Timelines: Due to longer shipping times, the inspection and refund process for international returns may take 7–10 business days (from the date we receive the toy).
  • Customs & Duties: We do not refund any customs duties or taxes paid by you upon delivery of the international order—these are imposed by the destination country and are not controlled by Daniel Kasparek.

8. Contact Us for Refund Questions

If you have questions about our refund policy, need help initiating a return, or want to check the status of your refund, please contact our customer service team:
  • Email: service@qgnixd.com (subject line: “Refund Inquiry – [Your Name/Order Number]”)
  • Phone: +49 (0)2365 123 4567 (Monday–Friday, 10:00 AM – 4:00 PM CET)
  • In-Store: Visit us at Bergstraße 159, 45770 Marl, Germany (by appointment only for non-purchase inquiries—email to schedule).
We aim to resolve all refund-related issues within 5 business days and are committed to making the process as stress-free as possible for you and your family.
Thank you for choosing Daniel Kasparek. We value your trust and are dedicated to ensuring you have a positive experience with every toy you purchase.