Return and Refund Policy

Return period

For an eligible change-of-mind return, contact us within 30 calendar days of delivery. Include enough order information for us to locate the purchase. Contacting us within that period starts the request; follow the return instructions provided for shipping the item back.

Condition for a change-of-mind return

For our voluntary preference-return offer, an item should remain unused and in the condition received, with:

• No wear marks, added holes, permanent resizing, cut sections or other customer alterations.
• All supplied clasps, spring bars, removable links, cushions, fittings and accessories included, where applicable to that item.
• Original tags and instructions where supplied.
• Original packaging where reasonably possible, or adequate replacement protection for safe transport.
• An order number, receipt or other proof of purchase.

Opening ordinary packaging or inspecting an accessory does not automatically remove a statutory withdrawal right. Our voluntary conditions do not override remedies for faulty or materially misdescribed goods.

How to start

Before sending anything back, email service@qoervli.com and provide:

• Your order number and the email used at checkout.
• The product you want to return.
• The reason for the request.
• Relevant photos or videos if the item is damaged, faulty, incorrect or different from its description.

Our team reviews the request and explains approval, the return route and the next step. Wait for the correct instructions before dispatch. Sending an item without contacting us can send it to the wrong facility and delay handling; it does not automatically remove mandatory consumer rights.

Where to send a return

Business address: Room 271, 1st Floor, Building C1, Hangtian Xingdu Hankou Eastern Shopping Park, No. 2159 Jiefang Avenue, Erqi Subdistrict, Jiang'an District, Wuhan, Hubei, China

Do not send returns to this business address unless we expressly instruct you to do so. After approval, customer support provides the appropriate return warehouse address and instructions for your order. The return location may differ from the dispatch location and may be outside your country; a local return warehouse is not guaranteed.

For a preference return, obtain the correct route before paying postage, use protective packaging and retain proof of dispatch. Secure small fittings so they cannot become loose in transit.

Return shipping costs

For an eligible return based on personal preference, the customer pays return postage. Original standard shipping is not normally refunded under our voluntary change-of-mind offer unless required by law. If we supplied a damaged, defective, incorrect or materially misdescribed item, we arrange an appropriate remedy without additional cost to you, including return shipping where a return is needed.

We do not charge a restocking fee for an eligible return under this policy. Where a refund is reduced for a lawful, evidenced reason, we explain the calculation rather than impose an undisclosed deduction.

Damage, defects or the wrong item

Inspect your delivery when reasonably possible. Stop using an accessory that appears unsafe and contact us promptly after noticing the issue. We will review the circumstances and offer an appropriate replacement, refund, repair or return arrangement. A carrier’s “delivered” scan does not automatically close a complaint about missing or damaged goods.

Inspection, fitting and alterations

For our voluntary preference-return offer, worn straps, cut or punched straps, permanently resized or altered components, scratched fittings, stained linings or missing parts may affect eligibility. We explain any refusal or lawful deduction based on the actual condition.

A standard strap or storage box is not automatically excluded because it was unpacked. Where statutory withdrawal applies, reasonable inspection is permitted, and handling beyond what is necessary may affect value only as allowed by law. A manufacturing defect or material difference from the description is assessed separately from wear or alterations.

Exchanges

For a different size, color or accessory, request a return for the original eligible item and place a separate order when ready, subject to stock. If we sent an incorrect or faulty item, contact us first; you do not have to buy a replacement to request a remedy.

Applicable EU withdrawal rights

Where EU distance-selling rules apply, eligible customers can withdraw within 14 days after delivery without giving a reason. Notify us with a clear statement and send the goods back within 14 days of notifying us. Reasonable inspection does not automatically cancel this right; handling beyond what is needed to establish the item’s nature, characteristics and functioning can affect the reimbursement where the law allows.

For a valid statutory withdrawal, required reimbursement includes standard outbound delivery and is due within 14 days of our receiving the withdrawal notice, subject to any lawful withholding described here; we may withhold reimbursement until receiving the goods or proof of return where permitted. Direct return postage is normally the customer’s responsibility for a preference return, as disclosed here. Defective goods and other mandatory remedies are not limited by our voluntary conditions.

Any lawful reduction for handling beyond necessary inspection must reflect the actual loss of value. Premium delivery charges above the least expensive standard option need not be reimbursed where the law permits. Mandatory consumer rights in other destinations also remain available.

Inspection and refund

Once an authorized return arrives, we inspect the item and notify you whether the refund is approved. If more information is needed or approval is refused, we explain the reason and allow you to respond. An unresolved inspection is not treated as an automatic approval or an indefinite reason to withhold an update.

Approved refund: issued to the original payment method within 10 business days, or sooner where a mandatory legal deadline requires it. Your bank, card issuer or payment provider may need extra time to display the credit.

If more than 15 business days have passed since we confirmed approval and the refund is still missing, email service@qoervli.com with the order number and approval message.

Cancellations before shipment

Request cancellation within 12 hours of placing an order. We check whether preparation or dispatch still allows it. If the order has already moved too far through fulfillment, follow the applicable return procedure after delivery. The request window does not restrict a mandatory right of withdrawal.

If cancellation is confirmed before shipment, we refund amounts collected for the cancelled items and any shipping charge attributable to a fully cancelled order to the original payment method within 10 business days, subject to a shorter mandatory legal deadline. We do not charge a cancellation fee.