Return Policy

Please keep the original packaging intact for potential return purposes.

Given that our products require professional installation and debugging, many issues encountered are not product defects. If you have any questions, please contact us first for technical support.

Product Returns

We accept product returns. Customers are entitled to apply for a return within 14 calendar days from the date of product delivery.

1. Unused Products Within 14 DaysReturn applications must be submitted within 14 days of delivery. You may return products that are brand new and unused, but you will be responsible for the return shipping costs.
2. Used Products Within 14 DaysIf the product has been installed and operated, a restocking fee of 25% of the original order amount will be charged. Customers are also required to bear the return shipping costs.
3. Products Beyond 14 DaysAfter 14 days from delivery, we will provide warranty and repair services in accordance with our warranty policy. As a general rule, we will not accept returns for products delivered over 14 days ago or those with obvious signs of wear and damage.

To process a return, the product must be unused and in the same condition as when it was received. All original accessories, components, and packaging must be returned in full. If the original packaging is missing, a corresponding repackaging fee will be deducted from the refund amount. Please also provide a valid receipt or proof of purchase, and confirm the correct return address with our customer service in advance to ensure accurate delivery of the return parcel.

Notes

1. Customized or personalized accessories are not eligible for the 14-day money-back guarantee.
2. If the return is caused by the customer, the customer shall bear the shipping costs, which vary depending on the courier service selected.
3. For any loss, damage, or non-delivery of goods caused by the logistics company during the delivery process from us to the customer, we will take full responsibility. The customer may apply for a free return, full refund, or request us to arrange reshipment.

Return Process

1. Obtain Return AuthorizationPrior to returning the product, you must obtain a QIROLL Return Confirmation. You may contact us via email or the official website form, providing your order number, proof of purchase, and photos of the product’s condition. The review process will be completed within 1–2 business days. If you disagree with the review result, you may submit supplementary supporting documents (e.g., logistics delivery records, product unboxing videos) within 3 business days of receiving the notification for a re-review by our Quality Control Department.
2. Package and Ship the ReturnPlease securely repackage the product in its original packaging and ship it to the address provided to you via email. Ensure the packaging remains intact during transit; QIROLL shall not be liable for any damage incurred during the return shipping process.
3. Shipping Cost ResponsibilityAll return shipping costs shall be borne by the customer.
4. Trackable Logistics RecommendationWe recommend using a trackable logistics service. To obtain shipping confirmation, please send the logistics tracking number to user@qirollshop.com.
5. Retain Shipping DocumentsPlease keep all shipping receipts and documents until the refund process is fully completed.
6. Refund ProcessingUpon receipt of the returned product, our After-Sales Department will inspect its condition. If the inspection is approved, the refund will be processed within 2 business days.

Eligibility Criteria for Returns

To be eligible for a return, the following conditions must be met:

• The return application is submitted within 14 calendar days starting from 00:00 on the day after the logistics system confirms delivery.
• The product, its packaging, accessories, gifts, and user manual are complete and intact, with no signs of human-induced damage.
• The product has not been installed on any equipment and is in a condition suitable for resale.
• Any product-related issues must be identified and reported within the aforementioned 14-day period.

Non-Eligible Return Scenarios

Returns will not be accepted under the following circumstances:

• Return applications submitted more than 14 calendar days after the date of delivery;
• Returned products with missing outer packaging, accessories, gifts, user manuals, or showing appearance damage caused by human factors;
• Product malfunctions or damage resulting from non-product quality issues, such as collision damage, unauthorized modification, foreign object intrusion (water, oil, sand, etc.), improper installation/operation, or failure to use the product in accordance with the user manual;
• Products with torn or altered labels, serial numbers, waterproof marks, or anti-counterfeiting labels;
• Products damaged due to force majeure events, including fire, flood, lightning strike, traffic accident, etc.;
• Products determined by the Quality Control Department to have issues caused by improper use.

Order Cancellation & Modification

We accept order cancellations before the product is shipped or produced. A full refund will be issued for successfully canceled orders.

If the product has already been shipped, we cannot cancel the order. Due to the nature of international shipping, the delivery process cannot be suspended once initiated. In such cases, please reject the parcel upon delivery, and it will be returned to us. A refund will then be processed to your original payment method, minus the original shipping costs.

Refunds

Once your return application and returned product have been received and inspected, we will notify you via email to confirm receipt. We will also inform you of the approval or rejection of your refund request. For approved refunds, the amount will be automatically credited back to your credit card or original payment method within a specified timeframe.

Delayed or Unprocessed Refunds

If you have not received your refund:

1. First, double-check your bank account statement.
2. Contact your credit card company, as refund processing may take some time to appear in your account.
3. Next, contact your bank to inquire about potential processing delays.

If you have completed all the above steps and still have not received your refund, please contact us at user@qirollshop.com.ep the original packaging intact fo