Refund & Returns Policy

Last updated: 25 August 2026

We want you to be happy with your Quesbo® purchase. This policy explains how cancellations, returns and refunds work for products purchased directly from the Quesbo online store.

Quesbo® is a trading name of Questbound Studios Ltd. Nothing in this policy affects your statutory consumer rights.

1. Cancelling an Online Order for Physical Goods

If you are a consumer purchasing physical goods online and UK cancellation rights apply, you normally have the right to cancel the contract without giving a reason.

The cancellation period normally expires 14 days after the day on which you, or a person nominated by you, receives the goods. For an order containing multiple goods delivered separately, the cancellation period may run from receipt of the last applicable item in accordance with applicable law.

To exercise your right to cancel, contact us at contact@quesbo.com. Please provide your name, order number and details of the product you wish to return.

You may use the model cancellation form at the end of this policy, although you are not required to use that form.

2. Returning Physical Products After Cancellation

After notifying us that you wish to cancel, you must return the applicable goods without undue delay and normally within 14 days of notifying us of the cancellation.

We will provide the appropriate return instructions. Please do not send a return to a printing, manufacturing or fulfilment partner unless we specifically instruct you to do so.

Unless the product is faulty, damaged, incorrect or we have agreed otherwise, you will normally be responsible for the direct cost of returning the product. We recommend obtaining proof of postage.

3. Condition of Returned Products

You may inspect a product as you reasonably would in a physical shop.

You are responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where applicable law permits us to make such a deduction.

Where possible, please return products with their original packaging and components. This does not affect your statutory rights.

4. Refunds Following Cancellation

Where you validly cancel an eligible order, we will reimburse payments due to you in accordance with applicable consumer law. This will normally include the basic cost of delivery paid for the cancelled goods where required by law.

If you selected a more expensive delivery method than our least expensive standard delivery option, we are not normally required to refund the additional delivery cost.

We will normally make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you have sent them back, where the law permits us to wait for return or evidence of return.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

5. Faulty, Damaged, Incomplete or Incorrect Products

If you discover that a product is faulty, damaged, incomplete, materially different from its description or different from what you ordered, please contact us at contact@quesbo.com. We encourage you to contact us as soon as reasonably possible so that we can help resolve the issue. This does not limit any time period or remedy available to you under applicable consumer law.

Please include your order number, a description of the problem and photographs where these would reasonably help us understand damage or an incorrect item.

Depending on the circumstances, you may be entitled to a refund, repair, replacement, price reduction or another remedy under applicable consumer law. Where goods are faulty, damaged or incorrectly supplied, we will deal with reasonable return costs where required by law.

6. Sale and Promotional Products

Products purchased during a sale or promotion retain the same statutory rights as products purchased at full price. A discount does not remove your rights where a product is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements.

Any additional voluntary return arrangements we offer will be explained separately.

7. Personalised or Made-to-Order Products

Certain personalised or genuinely made-to-order products may be excluded from the statutory change-of-mind cancellation right where applicable law permits. If an exclusion applies, we will make this clear before you purchase.

This does not remove your statutory rights where the product is faulty, damaged or not as described.

A product being printed or fulfilled after an order is placed does not automatically mean that it is personalised.

8. Digital Downloads

Different cancellation rules apply to digital content.

Where you purchase a paid digital download and ask us to supply it immediately, we will obtain any express consent and acknowledgement required by law before supply begins.

Where you have expressly consented to immediate supply and expressly acknowledged that doing so causes you to lose your statutory cancellation right, your normal 14-day cancellation right may end once supply of the digital content begins.

If the required consent and acknowledgement have not been obtained, your statutory rights remain unaffected. Your rights relating to faulty digital content are separate from the change-of-mind cancellation rules.

If digital content is faulty, materially not as described or cannot reasonably be accessed as promised, contact us at contact@quesbo.com.

9. Digital Download Problems

If you have purchased a digital product but have not received the download, cannot open the supplied file, received the wrong file or believe the file is corrupted, contact contact@quesbo.com with your order number.

We will make reasonable efforts to resolve the issue, including providing appropriate access to the purchased content where necessary.

10. Exchanges

We do not guarantee a separate exchange service for change-of-mind returns. Where appropriate, you may return an eligible product in accordance with this policy and place a new order.

Where a product is faulty or incorrect, replacement rights may arise under applicable consumer law.

11. Gifts

Refunds are normally returned to the original payment method. If you received an item as a gift, please contact us and we will explain the options available based on the circumstances and applicable consumer rights.

12. Purchases Made Elsewhere

This policy applies to purchases made directly through the Quesbo online store.

If you purchased a Quesbo product through Etsy or another retailer or marketplace, please contact the seller through whom you made the purchase, as that seller's applicable returns process and platform rules will normally apply. This does not affect any statutory rights you may have against the relevant seller.

13. Model Cancellation Form

If you wish, you may copy and send the following information to us:

To: Questbound Studios Ltd trading as Quesbo®

Email: contact@quesbo.com

Address: 30 Burroughs Crescent, Bourne End, England, SL8 5NR, United Kingdom

I hereby give notice that I cancel my contract for the sale of the following goods:

Product(s):

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer: (only if this form is submitted on paper)

Date:

14. Contact Us

Questbound Studios Ltd trading as Quesbo®

Company number: 16413137

Registered in England and Wales

Registered office: 30 Burroughs Crescent, Bourne End, England, SL8 5NR, United Kingdom

Email: contact@quesbo.com