Return & Replacement Policy

1. Introduction and Scope

This Return and Replacement Policy (“Policy”) governs all returns, replacements, and refund requests for products purchased through www.quplast.com or via direct commercial agreement with Quartzaline Plastic Trading LLC, trading as Quplast.

Quplast specialises in food-contact packaging, hygiene products, and disposable items. The strict return conditions set out in this Policy reflect the intrinsic hygiene and food safety requirements of our product categories, as well as our obligations under applicable UAE consumer protection and food safety regulations.

By placing an order, you acknowledge and accept the terms of this Policy. This Policy should be read alongside our Terms of Use and Shipping & Delivery Policy.

2. Return Window

2.1 The 24-Hour Rule

Quplast operates a strict 24-hour return window. Any request to return a product must be initiated within twenty-four (24) hours of the date and time the product was delivered to the specified delivery address, as evidenced by the signed delivery note or electronic proof of delivery.

Return requests submitted after 24 hours of confirmed delivery will not be accepted, regardless of the reason. This strict timeframe is necessary to maintain the traceability, hygiene integrity, and quality assurance standards required for food-contact and disposable products.

2.2 How to Initiate a Return

To initiate a return within the 24-hour window, you must contact Quplast using one of the following methods:

Your return request must include the following information:

• Your full name and contact details
• Your order number (as shown on your order confirmation or invoice)
• The name and quantity of the product(s) you wish to return
• The reason for the return request
• Clear photographic evidence of the product(s) and packaging, showing the current condition

2.3 Return Authorisation Number (RAN)

Upon review and approval of your return request, Quplast will issue a Return Authorisation Number (RAN). Products must not be dispatched back to Quplast without a valid RAN. Returns received without a prior-authorised RAN may be refused and returned to the sender at their own cost. The RAN must be clearly referenced on all return packages and correspondence.

3. Mandatory Return Conditions

3.1 Product Condition Requirements

To be eligible for return, all products must satisfy every one of the following conditions at the time they are received back at our warehouse. Failure to meet any single condition will result in the return being rejected:

3.2 Hygiene and Food Safety Rationale

3.3 Receiving Inspection

All returned products are subject to inspection by our quality assurance team upon receipt. Quplast reserves the right to reject any return that does not meet the mandatory conditions above. In the event of a rejected return, the products will be held at our warehouse for collection by the customer for a period of seven (7) calendar days, after which they may be disposed of at Quplast's discretion.

4. Non-Returnable Items

The following categories of products are strictly non-returnable and non-refundable, except in cases of a manufacturing defect that is directly attributable to Quplast:

5. Defective, Damaged, or Incorrect Products

If you receive a product that is defective due to manufacturing fault, visibly damaged on delivery, or materially different from the product you ordered, please contact us immediately within the 24-hour window. We will investigate promptly and, where the fault is confirmed to be attributable to Quplast:

• Arrange for collection of the affected product at no cost to you.
• Provide a replacement product as quickly as possible, subject to stock availability.
• Where a replacement is not available, issue a full refund to your original payment method.

Please retain all original packaging and provide photographic evidence when reporting defective or incorrect products. This assists our quality assurance process and enables faster resolution.

6. Refund Processing

Upon receipt and successful inspection of a returned product that meets all mandatory conditions, Quplast will process your refund as follows:

7. Return Shipping Costs

The allocation of return shipping costs depends on the nature of the return:

8. Modifications to This Policy

Quplast reserves the right to update or revise this Return and Replacement Policy at any time at our sole discretion. Any changes will be effective immediately upon publication on the Site with an updated effective date. We encourage you to review this Policy each time you place an order to ensure you are aware of the current terms.