Refund policy

Refund & Return Policy

At Quaestvein, we want you to be completely satisfied with your purchase. We offer a transparent cancellation, return, and refund process. Please read our policy carefully to understand your rights and responsibilities.

1. Order Cancellations (Before Shipment)

Unshipped Orders: You can cancel your order for a full refund at any time before it has been shipped. If you need to cancel, please email us immediately at support@quaestvein.com with your Order Number.

Shipped Orders: Once your order has been processed and handed over to the shipping carrier (i.e., you have received a shipping confirmation email with a tracking number), it can no longer be cancelled. You will need to wait until you receive the package and then follow our standard return process outlined below.

2. Return Window

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

3. Condition of Returned Items

To be eligible for a return or exchange, your item must be in the same condition that you received it:

Items are unworn, undamaged, and in their original packaging (including certificates and boxes)
A valid order number or proof of purchase is provided
Returns that do not meet these conditions may not be eligible for a refund.

4. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 7 days of delivery at support@quaestvein.com so that we can evaluate the issue and make it right. Please include your order number and clear photos of the damaged/defective item.

5. Shipping & Delivery Issues

Lost in Transit: If your tracking hasn't updated for more than 25 business days, please contact us. We will investigate and offer a free reshipment or a full refund if the package is confirmed lost by the carrier.

Marked as "Delivered" but Not Received: If tracking shows "Delivered" but you haven't received it, please check with neighbors or your local post office. We are not responsible for packages stolen or lost after a confirmed delivery by the carrier.

Incorrect Address: It is the customer's responsibility to provide an accurate delivery address (including apartment/unit numbers). We cannot offer refunds or free reshipments for delivery failures caused by incorrect or incomplete address information provided by the customer.

6. Return Process (How to Initiate a Return)

Do not send your purchase back to the sender address on the package without contacting us first.

Step 1: Email our customer service team at support@quaestvein.com with your Order Number and the reason for the return.

Step 2: We will review your request within 1-2 business days. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.

Step 3: Pack the item securely and ship it to our designated return address using a trackable shipping service.

Exchanges: The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and refunded, make a separate purchase for the new item.

7. Return Shipping Costs (Who Pays?)

If the issue is due to our error (e.g., you received a defective, damaged, or incorrect item): You will not be responsible for any return shipping costs. To provide the best experience and save your time, we typically do not require you to ship the defective item back to us. Simply contact us at support@quaestvein.com with clear photo evidence of the issue, and we will immediately issue a full refund or send a free replacement at your preference.

If the return is for customer remorse (e.g., you changed your mind, didn't like the style, or ordered the wrong size): The customer is responsible for paying all return shipping costs to our Shenzhen facility. We do not charge any restocking fees.

8. Return Address

All returns must be shipped to our office and logistics center in Shenzhen, China.

Recipient: Quaestvein Returns Department

Address: 9B-T29, Qiaofu Building, No. 57 Xinwen Road, Meiling Community, Lianhua Street, Futian District

City, Province, Zip: Shenzhen, Guangdong, 518026

Country: China

Phone: +86 175-120-65976

9. Refunds & Processing Time

Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.

For approved returns: Your refund will be processed within 3-5 business days, and a credit will automatically be applied to your original method of payment (Credit Card or PayPal).

For pre-shipment cancellations: The full refund will be processed within 1-2 business days after the cancellation is confirmed.

Please note that it may take an additional 5-10 business days for your bank or credit card company to officially post the refund to your account.

10. Contact Information

If you have any questions regarding our Refund & Return Policy, please contact us at:

Email: support@quaestvein.com

Phone: +86 175-120-65976

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)