Return & Refund Policy

Last Updated: November 11, 2026

1. Introduction

At qezumi, we value our customers and aim to provide a clear and convenient shopping experience, including reliable assistance when a purchased product needs to be returned or refunded.

This Return & Refund Policy explains the conditions for eligible returns, the responsibilities for return shipping costs, refund procedures, and how customers can request after-sales support.

Our online store is operated by Xuzhou Guoshi Network Technology Co., Ltd. under the brand name qezumi.

We encourage customers to review this policy before making a purchase so they understand the applicable return and refund arrangements.

Nothing in this policy is intended to exclude or restrict mandatory consumer rights or remedies available under applicable law.

2. Return Eligibility and Timeframe

Customers may request a return within 30 calendar days after the delivery date, provided that the purchase meets the applicable return conditions.

For standard returns resulting from personal preference or a change of mind, the following conditions generally apply:

• The product should remain unused and unworn, where applicable.

• The item should be maintained in its original condition.

• Original packaging, labels, and included accessories should be retained where reasonably available.

• The product should not show damage, alteration, or signs of misuse after delivery.

• The return request must be submitted within the applicable 30-calendar-day period.

• Prior authorization must be obtained from our customer support team.

All requests are reviewed individually according to the product condition, reason for return, and applicable requirements.

Products that arrive damaged, defective, or different from what was ordered will be evaluated separately.

Where mandatory consumer protection laws provide additional or different rights, those legal requirements will take precedence.

3. Reasons for Return and Shipping Cost Responsibility

The responsibility for return shipping expenses depends on why the product is being returned.

Our standard arrangements are described below.

3.1 Personal Preference or Change of Mind

If you decide that a product is no longer needed, does not meet your personal preference, or you simply change your mind, you may submit a return request within the applicable return period.

For eligible personal preference returns:

• The customer is responsible for the applicable return shipping costs.

• The product should meet the standard return condition requirements.

• The return must be approved by our customer support team before shipment.

Please contact us before arranging the return so that we can review your request and provide the correct instructions.

3.2 Damaged or Defective Products

We want customers to receive products in the expected condition.

If your order arrives damaged or the purchased item has a qualifying defect, please contact us as soon as reasonably possible.

To help us assess the situation, we may request:

• Your order number.

• The name or description of the affected product.

• A brief explanation of the issue.

• Clear photographs or videos showing the damage or defect.

• Photographs of the external packaging, where relevant.

After reviewing the information, our team will explain the appropriate next steps.

When a return is required because of a qualifying damaged or defective product issue, qezumi will cover the applicable return shipping costs.

Depending on the circumstances, an appropriate resolution may include a replacement, authorized return, refund, or another suitable remedy.

3.3 Incorrect Products Received

If you receive a product that differs from the item you ordered because of an error on our part, please contact our customer support team.

Please provide your order number and relevant photographs or other supporting information so that we can review the issue.

When a return is required because of an error in our fulfillment process, qezumi will cover the applicable return shipping costs.

Our team will review the circumstances and provide instructions for resolving the issue.

4. How to Request a Return

All returns require prior authorization from our customer support team.

To begin the process, please contact us using our official customer service email:

Email: service@qezumi.com

When submitting your request, please include the following information:

1. Your full name.

2. Your order number.

3. The email address used during checkout.

4. The name or description of the product you wish to return.

5. The reason for your return request.

6. Photographs or videos, where applicable.

Our customer support team will review your submission and determine whether the request meets the applicable return conditions.

If your request is approved, we will provide the designated return address and relevant shipping instructions.

Please do not send any product back before receiving return authorization from our team.

Unauthorized returns may experience processing delays or difficulties identifying the corresponding order.

5. Return Shipping Instructions

After your return request has been approved, please follow the instructions provided by our customer support team.

Depending on the reason for the return, the applicable shipping arrangements will be as follows:

• Personal Preference Returns: The customer is responsible for arranging and paying the applicable return shipping costs.

• Damaged or Defective Products: qezumi covers the applicable return shipping costs when a return is required because of a qualifying product issue.

• Incorrect Products: qezumi covers the applicable return shipping costs when a return is required because of an error on our part.

Please ensure that the returned product is packaged appropriately to reduce the risk of additional damage during transportation.

We recommend retaining the return shipment receipt and tracking information until the return process has been completed.

Important Return Address Information

The business address displayed on our Contact Us page is provided for company identification and general correspondence.

It is not necessarily our designated return shipping address.

The correct return destination will be provided by our customer support team after your request has been reviewed and approved.

Please do not ship returned products to our registered business address unless our team has specifically confirmed that it is the correct return destination.

6. Return Inspection and Approval

After an authorized return arrives, our team will review the returned product and its condition.

The inspection may include checking:

• Whether the returned item matches the original order.

• Whether the product condition meets the applicable return requirements.

• Whether the relevant accessories and packaging have been included, where reasonably available.

• Whether the reported issue corresponds with the information submitted in the return request.

Once the review has been completed, we will determine the appropriate next step.

If the return is approved for a refund, the refund process will be initiated according to the conditions described in this policy.

If additional information is needed, our team may contact you before completing the review.

7. Refund Processing Time

For approved returns, refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

The processing period begins after our team has received the returned item and completed the applicable inspection.

Please understand that the refund processing period and the time required for the funds to appear in your account are separate.

After a refund has been initiated, your bank, card issuer, or payment provider may require additional time to complete the transaction.

Actual posting times may vary depending on the financial institution and payment method involved.

If your refund has not appeared after the expected processing period, please contact your payment provider or reach out to our customer support team for assistance.

8. Refund Method

Approved refunds are generally issued through the original payment method used for the purchase.

For example, if you completed your order using a credit card, debit card, or another supported payment method, the refund will generally be returned through that same payment channel.

This approach helps maintain transaction consistency and supports payment verification.

If the original payment method is no longer available or cannot receive the refund, please contact our customer support team.

We will review the circumstances and determine an appropriate arrangement in accordance with the applicable payment procedures and legal requirements.

9. Exchanges

If you would prefer an exchange rather than a refund, please contact our customer support team before returning the original product.

Exchange requests are subject to:

• Product availability.

• The condition of the original item.

• The reason for the exchange.

• Applicable return requirements.

• Our review and authorization.

If the requested replacement is unavailable, we will discuss a suitable alternative or an applicable refund arrangement.

Please do not send the original product back before receiving instructions from our team.

10. Damaged, Defective, or Incorrect Items

If you discover that a product is damaged, defective, incomplete, or different from what you ordered, please notify us so that we can review the matter.

To help us investigate efficiently, please provide:

• Your order number.

• Your contact email address.

• A description of the reported problem.

• Clear photographs or videos of the affected product.

• Photographs of the packaging, if relevant.

Our team will assess the information and explain the available resolution options.

Depending on the circumstances, these may include:

• An appropriate replacement.

• An authorized return.

• A refund.

• Another suitable remedy.

When a return is required because of a qualifying product issue or an error on our part, qezumi will cover the applicable return shipping costs.

We recommend keeping the original packaging and any relevant delivery materials until the issue has been resolved.

11. Order Cancellation and Refunds

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests will be reviewed according to the current order status.

If an order has not entered processing or dispatch, we will assess whether cancellation can be accommodated.

Once an order has entered processing or has been handed over to the shipping carrier, cancellation may no longer be available through our standard procedures.

If a cancellation is accepted after payment has been collected, the applicable refund will generally be issued through the original payment method.

For orders that have already been dispatched, customers may submit a return request according to this policy.

Any mandatory cancellation or withdrawal rights available under applicable law remain unaffected.

12. Refunds for Unfulfilled Orders

In certain circumstances, an order may not be fulfilled because of product availability issues, transaction verification problems, or other operational reasons.

If we determine that an order cannot be completed after payment has been collected, we will communicate the situation to the affected customer.

An applicable refund will be arranged through the original payment method, subject to the circumstances and applicable legal requirements.

Customers may contact our support team if they have questions about an unfulfilled order or an associated refund.

13. Non-Refundable or Ineligible Return Requests

A return or refund request may not qualify under our standard return arrangements when:

• The request is submitted outside the applicable return period.

• The product does not meet the applicable return condition requirements.

• The item has been damaged through misuse or unauthorized alteration after delivery.

• The product cannot be reasonably identified as part of the original order.

• The return has not been authorized through our standard procedure.

However, these conditions do not override mandatory consumer protection rights.

If a product is defective, incorrectly supplied, or otherwise covered by a statutory consumer remedy, we will assess the matter according to applicable legal requirements.

Customers who are unsure whether their situation qualifies for a return are encouraged to contact us before taking further action.

14. Missing or Unavailable Refunds

If you have received confirmation that a refund has been processed but the funds have not appeared in your account, we recommend taking the following steps:

1. Review your original payment account or card statement.

2. Check whether your payment provider has a pending refund transaction.

3. Contact your bank or payment service provider to confirm the posting status.

4. If the refund still cannot be located, contact our customer support team.

When contacting us, please provide your order number and relevant refund information.

We will review the available transaction details and assist with further clarification where possible.

15. Consumer Protection Rights

This Return & Refund Policy describes our standard after-sales procedures.

It is intended to operate alongside applicable consumer protection laws and regulations.

Nothing in this policy is intended to exclude, restrict, or replace any mandatory rights or remedies available to customers under applicable law.

These may include statutory rights concerning:

• Defective or faulty products.

• Incorrectly supplied goods.

• Mandatory cancellation or withdrawal periods.

• Refunds and replacements.

• Other legally protected consumer remedies.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of the conflict.

Customers retain all rights and remedies available under the laws applicable to their purchase.

16. Changes to This Policy

We may revise this Return & Refund Policy from time to time to reflect changes in our after-sales procedures, business operations, or applicable legal requirements.

Any revised version will be published on this page together with an updated Last Updated date.

We encourage customers to review this policy periodically to remain informed about our current return and refund arrangements.

Changes will be handled in accordance with applicable laws and existing contractual obligations.

17. Contact Information

If you have questions about return eligibility, return shipping, refund processing, exchanges, or other after-sales matters, please contact our customer support team through the official channels below.

Brand Name: qezumi

Legal Company Name: Xuzhou Guoshi Network Technology Co., Ltd.

Customer Service Email: service@qezumi.com

Business Phone: +86 516-83537268

Business Address:

A110–A112, 3rd Floor, Three Office Rooms, North Side of National Highway 311, West of Tianxiang Bridge, Dapeng Town, Tongshan District, Xuzhou City, Jiangsu Province, China.

For faster assistance, please include your order number and the email address used during checkout.

Please remember that all returns require prior authorization and the designated return address will be provided after your request has been reviewed and approved.

Thank you for choosing qezumi. We appreciate your trust and remain committed to providing helpful customer support throughout your shopping experience.