Shipping &
Delivery Policy
This Shipping & Delivery Policy explains how Quantum Intelligence Hub Ltd manages delivery, shipping charges, return shipping responsibilities, failed deliveries, customs charges, refused parcels, damaged packaging, opened products and logistics limitations for its UK, European and United States e-commerce operations.
Unless expressly stated otherwise at checkout or required by mandatory consumer law, customers are responsible for return shipping costs, failed delivery costs, refused delivery costs, incorrect address costs, customs charges and any additional courier charges caused by customer action, customer error or change-of-mind returns.
Scope of this Policy
This policy applies to products, physical goods, e-commerce orders, dropshipping orders, supplier-dispatched orders and logistics arrangements connected to QIH commerce operations.
- qihhub.shop — UK and European commerce operations
- qihhub.store — United States commerce operations
- qihhub.info — business infrastructure and webshop-related services
- qihnetwork.com — e-commerce infrastructure and webshop operations support
- Any future QIH marketplace, webshop, supplier channel or digital commerce platform
Shipping Model
QIH may use direct shipping, supplier fulfilment, warehouse dispatch, dropshipping partners, marketplace fulfilment systems or courier networks to deliver products to customers.
- Products may be shipped directly from suppliers, warehouses, manufacturers or fulfilment partners
- QIH may not physically hold all products in its own stock
- Delivery timelines may depend on supplier availability, warehouse processing and courier performance
- Orders may be split into multiple parcels where items are supplied by different providers
- QIH may change delivery partners where necessary for cost, availability, compliance or operational reasons
Delivery Timeframes
Delivery estimates are provided for information only and do not constitute a guaranteed delivery date unless expressly confirmed in writing by QIH.
- Delivery times may vary by country, supplier, warehouse, customs process and courier availability
- Estimated delivery periods may be affected by public holidays, strikes, weather events, customs delays or technical issues
- QIH is not liable for courier delays outside its reasonable control
- Delayed delivery does not automatically entitle the customer to compensation
- Where a delivery issue occurs, QIH may provide tracking support, supplier coordination or courier escalation where commercially reasonable
Shipping Charges
Shipping charges may vary depending on the destination country, product type, order value, supplier, courier service, parcel weight and delivery method.
- Shipping charges shown at checkout are payable by the customer unless expressly stated otherwise
- Additional shipping charges may apply for remote areas, oversized goods, special handling or failed delivery attempts
- Premium, express or upgraded delivery charges are not refundable beyond any minimum amount required by mandatory law
- QIH may update shipping fees at any time before order confirmation
- Free shipping promotions, where offered, apply only under the stated conditions
Customer Responsibility for Delivery Information
The customer is responsible for providing complete, accurate and deliverable shipping information at the time of purchase.
- The customer must provide the correct full name, address, postcode, country, email address and phone number
- QIH is not liable for delays or losses caused by incorrect, incomplete or outdated delivery information
- If a parcel is returned because of an incorrect address, the customer may be charged for return shipping and re-shipping
- If a courier requires additional delivery information and the customer fails to respond, resulting costs remain the customer’s responsibility
- Address changes after dispatch are not guaranteed and may incur additional courier charges
Where delivery fails due to customer error, incomplete address information, refusal to accept delivery, failure to collect the parcel, absence at the delivery location or non-response to courier instructions, QIH may deduct all related shipping, return, storage, handling and re-dispatch costs from any refund where legally permitted.
Failed Deliveries and Refused Parcels
If a delivery fails or is refused by the customer, QIH reserves the right to recover reasonable logistics costs.
- Refused parcels may be returned to the supplier, warehouse or fulfilment centre at the customer’s cost
- Failure to collect from a pickup point may be treated as a failed delivery
- Courier storage fees, return fees and re-delivery fees may be charged to the customer
- QIH is not responsible for parcels abandoned, destroyed or disposed of by courier companies due to customer non-action
- Refunds for refused or failed deliveries may be reduced by outward shipping, return shipping, handling and supplier fees where legally permitted
Change-of-Mind Returns
Where a customer cancels or returns an order because they changed their mind, no longer want the product, ordered the wrong item, chose the wrong size or no longer need the goods, return shipping is the customer’s responsibility unless QIH expressly agrees otherwise in writing.
- The customer must obtain return approval before sending any item back
- Return shipping must be paid by the customer unless mandatory law requires otherwise
- The customer must use a tracked and insured return method where the item has value or risk of loss
- The customer remains responsible for the item until it is received and inspected by QIH, the supplier or the authorised return centre
- QIH may refuse unauthorised returns, returns sent to the wrong address or returns sent without tracking information
QIH does not provide free returns for change-of-mind purchases unless this is expressly offered as a written promotion or required by mandatory consumer law. Return postage, return packaging, customs charges and courier fees remain the customer’s responsibility where legally permitted.
Opened, Used or Damaged Products
Returned products must be in a condition suitable for inspection and resale unless the product is faulty or mandatory consumer law provides otherwise.
- Products must be returned unused, undamaged, complete and in original packaging where reasonably possible
- Items that have been used beyond what is necessary to inspect them may be subject to a deduction for loss of value
- Products damaged by the customer may be rejected or refunded only partially
- Missing accessories, manuals, seals, labels, boxes or components may reduce or prevent a refund
- Products returned in unsaleable condition due to customer handling may be refused where legally permitted
If a product has been opened, used, damaged, altered, installed, washed, contaminated, assembled, devalued or returned incomplete by the customer, QIH may reject the return or apply a deduction reflecting the reduced value of the product, subject to mandatory consumer protection rules.
Non-Returnable and Restricted Items
Certain items may not be eligible for return once opened, unsealed, used, personalised or delivered, unless faulty or otherwise required by mandatory law.
Personal care, beauty, health, hygiene and sealed products may be non-returnable once opened or unsealed.
Personalised, custom-made, made-to-order or client-specific products may not be returnable.
Digital downloads, software, licenses, online access and digital content may be non-refundable once access begins.
Perishable, time-sensitive or temperature-sensitive items may be excluded from standard returns.
Products installed, assembled, modified or integrated into another system may be restricted from return.
Some supplier-dispatched products may be subject to additional return restrictions imposed by the supplier.
Faulty, Incorrect or Damaged-on-Arrival Goods
If a product arrives faulty, incorrect or damaged in transit, the customer must notify QIH within a reasonable time and provide evidence.
- The customer should provide photos or videos of the product, packaging, shipping label and damage
- The customer must keep the original packaging until the claim is reviewed
- QIH may require inspection by the supplier, courier or authorised return centre
- QIH may offer repair, replacement, refund or supplier resolution depending on the circumstances and applicable law
- Claims without evidence, delayed reporting or missing packaging may be rejected where legally permitted
Inspection and Refund Deductions
All returned products may be inspected before any refund, replacement or store credit is approved.
- QIH may wait until the returned goods are received or proof of return is provided before processing any refund
- Refunds may be reduced where the customer has handled the product beyond what is necessary to inspect it
- Refunds may be reduced for missing parts, damaged packaging, used condition, contamination or reduced resale value
- Return shipping, customs fees, courier charges and failed delivery costs may be deducted where legally permitted
- Unauthorised returns may be refused, returned to the customer at the customer’s cost or held pending further instruction
A return request is not approved merely because the customer sends the item back. QIH, the supplier or the authorised return centre must inspect and confirm whether the item qualifies for refund, replacement or rejection under this policy and applicable law.
Customs, Import Duties and Cross-Border Charges
For international orders, customers are responsible for customs duties, import VAT, clearance fees, brokerage fees, local taxes and similar charges unless expressly stated otherwise at checkout.
- Customs charges are imposed by the destination country and are not controlled by QIH
- Delivery delays caused by customs are outside QIH’s reasonable control
- Refusal to pay customs charges may result in failed delivery, return fees or parcel disposal
- Any return caused by unpaid customs charges may be treated as customer refusal
- QIH may deduct customs-related return charges and handling costs from any refund where legally permitted
Dropshipping and Supplier-Dispatched Orders
Some QIH e-commerce orders may be dispatched directly by suppliers, manufacturers, warehouses or fulfilment partners.
- Shipping times may vary according to supplier processing and stock availability
- Product packaging may display supplier, warehouse or third-party fulfilment information
- Return addresses may differ from the original dispatch location
- Customers must not return supplier-dispatched products without receiving return instructions
- Supplier return rules may apply in addition to this policy where they do not conflict with mandatory law
For dropshipping or supplier-dispatched orders, returning an item to the wrong address may result in loss of the parcel, non-refundable shipping costs or rejection of the return. The customer must follow the return instructions provided by QIH or the authorised return centre.
Lost Parcels and Courier Claims
Where a parcel is reported lost, QIH may investigate with the relevant courier, supplier or fulfilment partner.
- Courier investigations may take time and are outside QIH’s direct control
- QIH may require written confirmation from the courier before issuing a replacement or refund
- If tracking shows delivery to the customer’s address, pickup point or nominated safe place, the order may be treated as delivered
- QIH is not liable for theft after confirmed delivery to the address or authorised delivery location
- The customer must cooperate with courier investigations, declarations and evidence requests
Force Majeure and Delivery Disruption
QIH is not responsible for delivery delays or failure caused by circumstances outside its reasonable control.
- Strikes, labour disputes, courier disruption or warehouse disruption
- Weather events, natural disasters, pandemics or public emergencies
- Customs delays, border disruption or government restrictions
- War, terrorism, cyberattacks, sanctions or logistics network failures
- Supplier insolvency, stock shortages, platform failures or payment provider restrictions
Limitation of Liability
To the maximum extent permitted by applicable law, QIH, its directors, employees, contractors, suppliers and partners shall not be liable for indirect, consequential, special, punitive or business-related losses arising from shipping, delivery, courier failure, customs delay, failed delivery or return logistics.
- QIH is not liable for loss of profit, loss of opportunity, loss of goodwill or business interruption caused by delivery delay
- QIH is not liable for courier decisions, failed delivery attempts, customs delays or supplier dispatch delays outside its control
- QIH is not liable for customer losses caused by incorrect address details, failure to collect parcels or refusal of delivery
- QIH’s total liability shall not exceed the price paid for the specific product giving rise to the claim, unless mandatory law requires otherwise
- Nothing in this policy excludes liability that cannot legally be excluded under applicable law
Contact
For shipping, delivery, failed delivery, return shipping, customs or logistics-related enquiries, customers may contact QIH through the following channels:
- Support: support@qihhub.com
- Legal: legal@qihhub.com
- Compliance: compliance@qihhub.com
- UK Headquarters: +44 7447 237982
- NL Operations: +31 638582434
- USA Academy & EDU Operations: +1 205-900-1258
- Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Policy Updates and Governing Law
QIH reserves the right to update this Shipping & Delivery Policy to reflect changes in suppliers, courier partners, fulfilment systems, countries served, legal obligations, shipping charges or operational requirements.
This policy is governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction over disputes arising from or connected with this policy, except where mandatory consumer law provides otherwise. Continued use of QIH commerce services after publication of an updated version constitutes acceptance of the revised policy.