Política de reembolso
Last Updated: August 14, 2026
Thank you for shopping with Qunaier. Please review this Return & Refund Policy carefully before placing an order.
This policy applies to purchases made through the Qunaier online store.
Nothing in this policy excludes, restricts, or overrides any mandatory consumer right or remedy that cannot legally be excluded or restricted.
1. 7-Day Return Period
You may request an eligible return within 7 calendar days after your order is delivered.
The 7-day period begins on the date the applicable product is shown as delivered.
Weekends and public holidays do not extend the 7-calendar-day return period unless applicable law requires otherwise.
Return requests submitted after the 7-day period may be declined unless applicable law provides otherwise.
All returns require prior authorization from Qunaier.
Please contact:
support@qunaier.com
before sending any product back.
2. Return Eligibility
To qualify for an approved return, the product must be:
- Unworn;
- Unused;
- Unwashed;
- Unaltered;
- Free from stains, odors, dirt, pet hair, or other contamination;
- Free from customer-caused damage;
- In substantially the same condition in which it was received; and
- Returned with original tags, accessories, and packaging where reasonably applicable.
Shoes should only be tried on indoors on a clean surface until you decide to keep them.
Products showing outdoor wear, significant sole wear, washing, alteration, contamination, misuse, or customer-caused damage may be refused.
3. Customer-Reason Returns
Eligible returns are accepted within the 7-calendar-day return period for customer reasons including:
- Selecting the wrong size;
- Selecting the wrong color;
- Selecting the wrong product;
- Changing your mind;
- Personal fit preference;
- Personal style preference; or
- No longer wanting the product.
For a return caused by customer choice rather than a verified Qunaier error, defect, or shipping damage, the customer is responsible for arranging and paying for return shipping.
The returned product must satisfy all return eligibility requirements.
4. Size-Related Returns and Exchanges
Customers are responsible for reviewing available size information before ordering.
If you select the wrong size, you may request an eligible return or exchange within 7 calendar days after delivery.
For a size-related return or exchange caused by the customer’s selection, the customer is responsible for return shipping costs.
Exchanges are subject to product availability.
Please contact Qunaier before returning the original product.
5. Damaged, Defective, Incorrect, or Missing Products
If your order:
- Arrives damaged;
- Has a manufacturing defect;
- Contains the wrong product;
- Contains the wrong size or color because of a Qunaier fulfillment error; or
- Is missing an ordered product or component,
you must contact Qunaier within 7 calendar days after delivery.
Please provide:
- Your order number;
- A clear description of the problem;
- Clear photographs showing the product and reported issue;
- Photographs of the packaging and shipping label where relevant; and
- Video evidence where reasonably necessary to verify the reported issue.
We will review the information provided.
For a verified defect, shipping damage, incorrect product, missing product, or fulfillment error caused by Qunaier, Qunaier will bear the reasonable costs associated with the approved remedy.
Depending on the circumstances, the approved remedy may include:
- Replacement;
- Reshipment;
- Return and refund;
- Partial refund;
- Refund without return; or
- Another resolution agreed between Qunaier and the customer.
6. Refund Without Return
Submitting a refund request does not automatically entitle a customer to receive a refund while keeping the product.
A refund without return is available only when:
- The customer contacts Qunaier;
- Qunaier reviews the claim and supporting evidence;
- Qunaier determines that a refund without return is an appropriate resolution; and
- Qunaier and the customer agree that returning the product is unnecessary.
A customer cannot unilaterally require a refund without returning the product.
A refund without return may be agreed where, for example:
- A verified product is seriously damaged or unusable;
- Returning the product internationally would be unreasonable in the circumstances;
- A replacement, partial refund, or full refund without return is more practical than requiring an international return; or
- Qunaier and the customer agree on another appropriate resolution.
Qunaier may require photographs, video, packaging information, shipping information, or other reasonable evidence before approving a refund without return.
A refund without return will not automatically be approved because:
- The customer changed their mind;
- The customer selected the wrong size;
- The customer selected the wrong product or color;
- The customer no longer wants the product;
- The customer dislikes the product for subjective reasons;
- The customer refuses to provide reasonably requested evidence;
- Tracking indicates successful delivery but the customer provides no information reasonably necessary to investigate the claim; or
- The claim appears fraudulent, duplicated, manipulated, inconsistent, or abusive.
7. Items We May Refuse to Accept
Except where applicable law requires otherwise, Qunaier may refuse a return involving:
- Products worn beyond reasonable indoor try-on;
- Used products;
- Washed products;
- Altered or modified products;
- Products damaged by the customer after delivery;
- Products with stains, odors, dirt, pet hair, or other contamination;
- Products missing essential components or accessories;
- Products returned that do not match the product originally purchased;
- Gift cards;
- Products clearly identified as Final Sale or non-returnable before purchase; or
- Returns involving suspected fraud or abuse.
8. Minor Variations
Reasonable minor variations that do not materially affect normal use are not automatically considered product defects.
These may include:
- Minor color differences caused by photography, lighting, or screen settings;
- Reasonable measurement variations;
- Minor packaging damage that does not damage the product;
- Minor cosmetic variations that do not materially affect normal use; or
- Minor finishing variations commonly associated with textile or footwear products.
This section does not apply where a product is materially different from its description or where applicable law provides otherwise.
9. Return Authorization
All returns require prior authorization.
To request a return, contact:
Qunaier Customer Support
Email: support@qunaier.com
Please provide:
- Your order number;
- The product involved;
- The reason for the return; and
- Supporting photographs or video where the request involves damage, defects, incorrect products, or another product-related issue.
After the request has been reviewed and approved, Qunaier will provide the applicable return instructions and return address.
Do not return a product to an address printed on the original shipping package or shipping label unless Qunaier specifically instructs you to use that address.
Unauthorized returns may not be accepted.
10. Return Shipping Costs
For customer-reason returns, including:
- Wrong size selected by the customer;
- Wrong product or color selected by the customer;
- Change of mind;
- Personal preference; or
- No longer wanting the product,
the customer is responsible for arranging and paying for return shipping.
For verified:
- Product defects;
- Shipping damage;
- Incorrect products;
- Incorrect size or color caused by Qunaier; or
- Other Qunaier fulfillment errors,
Qunaier will bear reasonable return, replacement, or reshipment costs associated with the approved remedy.
Customers arranging an authorized return should use a trackable shipping method.
11. No Restocking Fee
Qunaier does not charge a restocking fee for an eligible authorized return.
This does not mean that Qunaier is responsible for customer-paid return shipping costs.
Customer-reason return shipping remains the customer’s responsibility as described in this policy.
12. Return Inspection
After an authorized return is delivered to the designated return location, Qunaier will normally inspect the returned product within 3 business days.
The inspection will determine whether the returned product satisfies the applicable return requirements.
We will notify the customer of the result.
If additional information is reasonably required to complete the investigation, we may contact the customer.
13. Refund Processing
If a refund is approved, Qunaier will submit the approved refund to the customer’s original payment method within 5 business days after approval.
After Qunaier submits the refund, the customer’s:
- Bank;
- Credit or debit card issuer;
- Payment provider; or
- Financial institution
may require additional processing time before the refunded amount appears in the customer’s account.
This external processing time is outside Qunaier’s control.
14. Original Shipping Charges
If a separate original shipping charge was paid, that original shipping charge is generally non-refundable for a customer-reason return unless applicable law requires otherwise.
Where the return results from a verified:
- Qunaier fulfillment error;
- Defective product;
- Shipping-damaged product; or
- Materially incorrect product,
the appropriate treatment of the original shipping charge will be determined according to the approved remedy and applicable law.
15. Exchanges
Eligible exchange requests must be submitted within 7 calendar days after delivery.
Exchanges are subject to product availability.
For an exchange caused by the customer’s size selection, product selection, color selection, or personal preference, the customer is responsible for applicable return shipping costs.
For an exchange resulting from a verified Qunaier error or product defect, Qunaier will bear reasonable costs associated with the approved remedy.
16. Packages Marked as Delivered but Reported Missing
If tracking indicates that an order was delivered but you cannot locate the package, please:
- Confirm the delivery address;
- Check normal delivery locations;
- Check parcel lockers where applicable;
- Ask household members;
- Check with reception, front desk, or building management where applicable; and
- Check with neighbors where appropriate.
If the package still cannot be located, contact:
support@qunaier.com
Qunaier may investigate the shipment with the applicable logistics provider.
A tracking status showing Delivered does not automatically determine every claim.
However, a refund will not automatically be issued solely because a customer states that a package was not received when available tracking information indicates successful delivery.
Qunaier may review:
- Tracking information;
- Carrier records;
- Delivery evidence;
- Shipping information;
- Customer-provided information; and
- Other relevant circumstances
before determining an appropriate resolution.
17. Lost Shipments
If tracking does not show successful delivery and a shipment appears to be lost, contact:
support@qunaier.com
Qunaier may investigate the shipment with the applicable logistics provider.
If the shipment is confirmed lost, Qunaier will provide an appropriate remedy, which may include:
- Reshipment;
- Replacement; or
- Refund.
18. Fraudulent or Abusive Claims
To the extent permitted by applicable law, Qunaier may reject, investigate, or challenge claims involving evidence of fraud or abuse, including:
- Falsified or manipulated photographs or videos;
- Returning a product different from the product purchased;
- Deliberately damaging a product;
- False claims regarding package contents;
- Duplicate refund requests;
- Repeated materially inconsistent claims;
- Abuse of return procedures;
- Abuse of refund procedures; or
- Fraudulent payment disputes.
Where reasonably necessary, Qunaier may provide relevant:
- Order records;
- Payment information;
- Tracking records;
- Delivery evidence;
- Customer communications;
- Return records; and
- Refund records
to payment processors, financial institutions, logistics providers, fraud-prevention providers, or dispute-resolution providers.
19. Chargebacks and Payment Disputes
If you experience a problem with an order, please contact Qunaier Customer Support first so we can investigate and attempt to resolve the issue.
Nothing in this policy prevents customers from exercising lawful rights through their card issuer, payment provider, or applicable consumer protection law.
If a payment dispute or chargeback is opened, Qunaier may submit relevant evidence to the payment provider or financial institution reviewing the dispute.
20. Order Cancellation — 24-Hour Cancellation Period
Customers may request cancellation within 24 hours after placing an order, provided the order has not already been shipped.
If an order has already been shipped before the 24-hour period expires, it can no longer be cancelled.
After the 24-hour cancellation period, cancellation is not guaranteed.
If fulfillment has not progressed too far, Qunaier may still attempt to accommodate a cancellation request, but this is subject to the order’s actual fulfillment status.
Once an order has been shipped, it cannot be cancelled.
After delivery, any eligible return must follow the applicable 7-day return process described in this Return & Refund Policy.
To request cancellation, contact:
support@qunaier.com
as soon as possible and include your order number.
21. Mandatory Consumer Rights
Qunaier serves customers in multiple countries and regions.
Nothing in this Return & Refund Policy excludes, restricts, or overrides any consumer right or remedy that cannot legally be excluded or restricted.
If mandatory applicable law provides rights that are more favorable than a provision of this policy, the applicable mandatory legal requirement will govern.
22. Customer Support
For returns, exchanges, refunds, cancellations, damaged products, defective products, incorrect products, missing products, or other order-related issues, contact:
Qunaier Customer Support
Email: support@qunaier.com
Customer Service Hours:
Monday–Friday
9:00 AM–6:00 PM China Standard Time (UTC+8)
We aim to respond to customer inquiries within 12 hours during business days.
Messages received outside business hours will be reviewed during the next applicable business period.
For order-related inquiries, please include your order number whenever possible.