Return & Refund Policy
We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it's been made isn't always possible. However, we always want to help so please send us an email (with your order number) to our customer support at firstname.lastname@example.org, and we will try our best to get your order cancelled for you. If we're lucky enough to cancel in time, we'll process your refund within 1-3 business days.
Returns and Exchange
Our return policy lasts 30 days. If you purchased a product from us and are not happy with it, you may return it within 30 days of delivery for a full refund. If 30 days have gone by since you’ve received your product, unfortunately, we cannot offer you a refund.
Please note that you are responsible for the cost of return shipping to us.
IMPORTANT: Please contact us at email@example.com before making a return. Any return without confirmation from our customer support will be void.
What item(s) is returnable?
You can return your items(s) within 30 days of delivery
- Item(s) returned must be in its Original Condition.
- OR item(s) returned should be unused, undamaged and not altered in any way.
- OR incorrect or defective item(s) is delivered to you.
OR item(s) look different from images on site (added to let people know this is returnable and this is the most dangerous affecting our dispute rate)
To be eligible for a return, your item must be packed in the same condition that you received it. It must also be in the original packaging with all included contents. If a return does not come back in the condition as mentioned above, the refund may be denied (or only partial refund can be provided), and the item can be sent back out to you at your expense.
What item(s) is non-returnable?
Several types of goods are exempted from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials, or flammable liquids or gases.
Refunds (if applicable) (based on responsibility)
Customer submitted incorrect/incomplete address: Ineligible for refund. We can send you your order a second time for 50% off.
Item did not arrive: Sometimes, there might be unforeseen circumstances regarding shipping (items may be lost in transit or may be delayed by other factors). If the order does not arrive within 60 days, we can resend your item or provide a 50% partial refund.
Tracking Information = Item is Lost: We can resend your item or provide a 50% partial refund.
Delivery Refused: Ineligible for refund. If you refuse to accept delivery of all or part of your order, any fees and charges incurred by the retailer due to a package being refused may be deducted from your refund. The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a postal depot, and that item is not collected resulting in 1) returned to the sender OR 2) Item Disposed by post office
Lost or Stolen Packages: Ineligible for refund. Querencian is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
IMPORTANT: While we strive to deliver goods within the specified timeframe, we cannot guarantee or accept liability for deliveries made outside of the time frame stated in our shipping policy.
We are trying our best to deliver the product to customers as fast as possible; however, as we rely on 3rd shipping companies to facilitate our product deliveries, we have no control over the delivery method nor the handling by the local carrier or post office. The responsibility for Querencian ends at the moment of shipping but not the moment the product is received. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
Exchange (if applicable) :
We only replace items if they come with manufacturing defects or damage upon arrival (Within 3 days of delivery). If you need to exchange it for the same item, email us at firstname.lastname@example.org for instructions.
To request for a replacement, you are required to provide photographic evidence of the product’s manufacturing defects to email@example.com. If the case is deemed valid, Querencian will cover related costs to deliver a replacement.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
The process of obtaining a refund
- Please get in touch with our customer support at firstname.lastname@example.org before making a return.
- Our customer support will help you to raise the return request and your request will be reviewed & responded within 2-3 business days
- You need to pack the product in the original condition and send back to our return address in China.
- Once your return is received and inspected, we will issue a refund within 7 business days.
- The refund may not appear for 5-10 business days, depending on your financial institution.
Frequently Asked Questions
1. Are there any charges for return?
- Shipping on returns is not free. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- If your order is priced over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
2. Why do I see the product is shipped from the US, but I need to return the item to China?
- Since the product is shipped with an international carrier, it will be handed over to the local carrier (i.e., USPS) after arriving at the destination country. Therefore the “ship from” address might be changed to the local shipper, so you might see the product is showing as shipped from the US.
The customer is required to ship the item back to our manufacturing address in China since we do not have an overseas office.