Terms & Conditions

These terms apply to every order placed on quenaro.shop. Please read them before ordering. By placing an order you confirm that you accept them.

Who we are

quenaro.shop is operated by FLYMAX LUGGAGE LTD, trading as QUENARO, a private limited company registered in England and Wales under company number 08044012. Registered office: Unit A4, Springhead Park, Gravesend, Kent, DA11 8HB, United Kingdom. Email: support@quenaro.shop. Telephone: +44 7255 057780. More details are on our Legal Information page.

Who can order

Our shop is intended for consumers aged 18 or over who order for their own use. We deliver to the countries listed on our Shipping page. We do not sell wholesale.

Products and images

Each product page states the outer dimensions in centimetres, the volume in litres for packing cubes, the material, the colours it comes in and what is in the pack (for example the number of cubes in a set, or two tags in a tag pair). The price covers one pack in the colour you choose.
Volumes are calculated from the outer dimensions of each cube. The suggested loads on our product pages (for example “about 7 folded T-shirts”) are a guide for adult clothes folded or rolled; what fits depends on your clothes.
Compression cubes have a second zip that reduces their depth. The compressed depth we state is approximate and depends on what is inside.
Our products have not been tested for water resistance and are not sold as waterproof or water-resistant. Our passport holders do not block RFID signals. Our luggage tags carry no airline names or logos.
Clothes, shoes, toiletries, suitcases, documents and other items shown with a product in our images are styling only and are not included. The booklets shown in passport holders are blank props.
We show colours as accurately as we can, but screens differ, so the colour you see may vary slightly. Measurements can vary by up to 1 cm.
Our products have zips, cord locks and small parts and are not toys. Keep them away from young children.

Prices and currency

Prices are shown in the currency of your delivery country, with the currency code next to the price (for example 38 USD, 35 EUR, 30 GBP, 269 DKK, 389 SEK, 409 NOK or CHF 32). You pay in that currency.
Prices are final prices. Any VAT that we are required to charge on your order is included in the price shown.
Delivery costs are added at checkout and shown before you pay. Import duties or taxes that may be charged by your country’s authorities are explained on our Shipping page.
If a product is shown with an obviously wrong price because of a technical error, we will contact you before dispatch and you may cancel the order with a full refund.
We do not currently run promotions or discount codes. If we do in future, their conditions will be shown next to the offer.

How a contract is made

You add products to your cart (one by one, or several at once from the packing calculator or a product page) and go to checkout, where you enter your details and choose a payment method.
Before you place the order you can review everything — products, colours, quantities, prices, delivery cost and address — and correct any mistakes using the edit options or your browser’s back button.
When you click “Place order and pay”, you make a binding offer to buy the products in your cart.
We confirm receipt of your order by email straight away. The contract between you and us is concluded with this order confirmation email.
If we cannot accept an order (for example because an item has become unavailable), we tell you promptly and refund any payment in full.

The contract can be concluded in English, German, Danish, Swedish, Norwegian, French, Dutch, Spanish or Italian, depending on the language of the site you order in. We store the details of your order, and you receive them in your order confirmation email. You can also view them in your account if you create one.

Packing calculator

The packing calculator suggests products based on the number of days, the bag size and the packing style you choose. Its suggestions and the “fill” percentage are estimates based on round numbers, not a promise that everything you own will fit. You decide which products to buy.

Payment

The payment methods available for your order are shown at checkout. Card payments are processed by our payment provider; we never see or store your full card details.
Your payment is taken when you place the order.
Your bank or card statement will show the charge as QUENARO.
All payments are made over an encrypted (HTTPS) connection.

Delivery

We dispatch orders within 1–3 business days. Delivery costs, delivery times and information on customs are on our Shipping page. The risk of loss or damage passes to you when the goods are delivered to you or to a person you have named.

Right of withdrawal and returns

If you are a consumer in the EU, the UK, Norway or Switzerland, you can withdraw from your purchase within 14 days of delivery without giving a reason (in the EU, UK and Norway this is a statutory right; for other countries we offer it voluntarily). In addition, we accept returns of unused items within 30 days of delivery. Full information, including the model withdrawal form and our online withdrawal function, is in our Returns & Refunds policy and on the Withdraw from contract here page.

Faulty goods and legal guarantee

We are responsible for supplying goods that match their description and are free from defects. If an item is faulty or not as described, please contact us; you are entitled to the statutory remedies available in your country (such as repair, replacement, price reduction or refund). We do not offer an additional commercial guarantee.

Liability

We are liable for foreseeable loss or damage caused by our breach of these terms or our negligence. We are not liable for loss that was not foreseeable when the contract was made. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited by law, and nothing affects your statutory rights as a consumer.

Personal data

We use your personal data only as described in our Privacy Policy.

Complaints and disputes

If you have a complaint, please email support@quenaro.shop. We reply within two business days and aim to resolve every complaint within 14 days.

We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board. Consumers in Denmark may also contact the Danish Consumer Complaints Board (Forbrugerklagenævnet, forbrug.dk); consumers in Norway may contact the Norwegian Consumer Authority (Forbrukertilsynet) and the Consumer Disputes Commission (Forbrukerklageutvalget).

Applicable law

These terms are governed by the law of England and Wales. The courts of England and Wales have non-exclusive jurisdiction. If you are a consumer living in another country, you keep the protection of the mandatory consumer laws of your country of residence, and you may bring proceedings in the courts of your country of residence.

Changes to these terms

We may update these terms from time to time. The version in force when you place your order applies to that order.