Return & Exchange
Return and Refund Conditions
1. Return Window
You may request a return within 30 days after receiving your order, based on the delivery information provided by the carrier.
2. Item Condition
Returned items must be unopened or in good condition and must include the original packaging, accessories, and labels where applicable. Items that have been used, opened, damaged, altered, or returned in an unsellable condition may not be accepted unless the item arrived defective, damaged, or incorrect.
3. Defective, Damaged, or Incorrect Items
If the item you received is defective, damaged, or incorrect, email contact@mail.qezuo.com within the 30-day return period. Include your order number, a description of the issue, and clear photos of the item and packaging. Keep the original box and packaging until the issue has been resolved.
4. Authorization Required
Do not send an item back without contacting Qezuo first. Returns sent without prior confirmation and return instructions may not be accepted. The return address will be provided after your request is reviewed; the address shown elsewhere on the website, if any, must not be treated as a return address unless Qezuo confirms it in writing.
How to Request a Return
1. Email contact@mail.qezuo.com with your name, order number, the item you wish to return, and the reason for the request.
2. Wait for Qezuo to review the request and provide confirmation and return instructions.
3. Pack the approved item securely in its original packaging.
4. Send the package using the instructed return method. After shipment, provide the tracking number and tracking website to Qezuo.
5. Qezuo will inspect the returned item after it is received and will notify you whether the refund has been approved or rejected.
Return Shipping
For returns unrelated to a confirmed product-quality problem or fulfillment error, the customer is responsible for return shipping costs. Original shipping charges and return shipping costs are non-refundable. If a shipping cost must be deducted from an approved refund, Qezuo will explain the deduction before processing the refund.
For confirmed defective, damaged, or incorrectly sent items, contact Qezuo before arranging a return so that the appropriate solution and shipping instructions can be provided.
We recommend using a trackable shipping service. For items valued over US$75, consider purchasing shipping insurance. Qezuo cannot guarantee receipt of a return package that has no tracking information.
Refunds
After a returned item is received and inspected, Qezuo will notify you whether the refund is approved or rejected. If approved, the refund will be issued automatically to the original payment method within 10 days. Your bank, card issuer, or payment provider may require additional time to post the refund.
Late or Missing Refunds
If an approved refund has not appeared:
1. Check your bank or payment account again.
2. Contact your card issuer or payment provider, as posting may take additional time.
3. Contact your bank to confirm whether the refund is pending.
4. If the refund is still missing after completing these steps, email contact@mail.qezuo.com with your order number.
Exchanges
Qezuo replaces items only when they are confirmed to be defective or damaged. To request an exchange for the same item, email contact@mail.qezuo.com before returning anything. Replacement availability is not guaranteed; if the same item is unavailable, Qezuo will explain the available resolution.
Order Cancellation or Changes
To request cancellation or a change, email contact@mail.qezuo.com within 24 hours after placing your order. Once an order enters preparation or has shipped, it cannot be cancelled or changed. A request is not confirmed until Qezuo approves it.
Contact: contact@mail.qezuo.com
