Refund policy
Our 90-day guarantee
If our Soothing Ear Cleaner doesn't do what we say it does, send it back within
90 days of delivery and we'll refund you. Opened, half used, most of the
bottle gone — it doesn't matter. We'd rather have the bottle back than a
customer who feels stung.
This is something we offer on top of your legal rights, not instead of them.
Your statutory rights are set out below and are unaffected.
To claim, email us at quisteluk@gmail.com with your order number and we'll tell you
where to send it.
Your legal right to change your mind
Separately from the guarantee above, under the Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013 you have the right to
cancel your order for any reason.
- You have 14 days from the day you receive your goods to tell us you're
cancelling.
- You then have a further 14 days to send the goods back.
- We'll refund you within 14 days of receiving the goods back, or of you
showing proof you've returned them, whichever is sooner.
- Refunds go to the original payment method.
You don't have to give a reason. To cancel, email quisteluk@gmail.com or write to
us at the address below. You can use the model cancellation form in the
regulations, but you don't have to — any clear statement will do.
Return postage
- Changed your mind, or claiming the 90-day guarantee: you pay the return
postage. We recommend a tracked service, because we can't refund something
that doesn't arrive.
- Faulty, damaged or not what you ordered: we pay. Tell us before you send
it and we'll cover the cost or arrange collection.
We refund the standard delivery cost you originally paid if you return a whole
order. Where you chose a more expensive delivery option, we refund the standard
rate rather than the premium.
If something's wrong with your order
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose
and of satisfactory quality.
- Within 30 days of delivery you can reject faulty goods and get a full
refund.
- After 30 days we'll offer a repair or replacement first, and a refund if
that isn't possible.
If a bottle arrives leaking, damaged or with a broken seal, send a photo to
quisteluk@gmail.com and we'll sort it — you won't need to return it first.
Things we can't refund
- Gift cards.
- Goods returned after 90 days, unless they're faulty. (Your statutory rights
for faulty goods run longer than our guarantee.)
We do not refuse returns simply because a bottle has been opened. Some
sellers exclude opened hygiene products; we don't, because you can't tell
whether an ear cleaner works without using it.
How to return something
1. Email quisteluk@gmail.com with your order number and, if you like, a line about
what went wrong. You don't have to explain yourself, but it helps us improve
the product.
2. We'll confirm the returns address and any reference to include.
3. Post it back. Keep your proof of postage.
4. We'll email you when the refund goes through. Card refunds usually appear
within 3–5 working days after that, depending on your bank.
Complaints
If you're unhappy with how we've handled a return, write to quisteluk@gmail.com and
mark it for the attention of the owner. We're a small family business — a
complaint reaches a person, not a queue.
Who we are
Peake Enterprises Ltd
30 Wardley Hall Lane, Manchester, M28 2RL
13354245
quisteluk@gmail.com · 0800 622 6190
*This policy does not affect your statutory rights.*