Refund policy

Return & Refund Policy

Last Updated: September 28, 2026

We want our customers to have a positive shopping experience. If you are not satisfied with your purchase, please contact us before returning any item.

1. Return Requests

Customers should contact us at [email protected] to request a return.

Please include:

• Order number
• Name used when placing the order
• Product name
• Reason for the return
• Photos or videos when applicable

We will review the request and provide return instructions when the return is approved.

2. Damaged or Incorrect Products

If you receive an item that is damaged, defective, or different from the product you ordered, please contact us promptly after delivery.

We may request photographs or videos showing:

• The product
• The packaging
• The shipping label
• The damage or issue

Depending on the circumstances, we may offer a replacement, partial refund, full refund, or another appropriate solution.

3. Change of Mind

For products that are eligible for return due to a change of mind, the product should generally be:

• Unused
• In original condition
• In original packaging where reasonably possible
• Accompanied by the order information

Some products may not be eligible for return because of their nature, condition, hygiene considerations, customized characteristics, or other applicable restrictions.

4. Return Shipping

Unless the product is defective, damaged, incorrect, or otherwise covered by our responsibility, the customer may be responsible for return shipping costs.

If the return is caused by an error on our part or a confirmed product defect, we will determine the appropriate return shipping arrangement.

5. Refunds

Once an approved return has been received and inspected, we will process the applicable refund.

Refunds are generally issued to the original payment method.

The time required for the refunded amount to appear in your account depends on your bank or payment provider.

6. Non-Refundable Situations

A refund may not be available where:

• The customer provides incorrect delivery information
• The product has been used or damaged after delivery
• The product is returned without prior authorization
• The customer refuses delivery without an applicable reason
• The product is not returned in the required condition

This does not affect any mandatory consumer rights that cannot legally be excluded.

7. Contact Us

For return or refund assistance:

Email: [email protected]

Company: HONG KONG QILAI INFORMATION CO., LIMITED

Address: Room 13, 7/F House of Corona, 50 Hung To Road, Kwun Tong, Kowloon, Hong Kong