Refund Policy

General Terms

ZQ Solution may update this refund policy from time to time, and any changes will be effective immediately and posted on zqsolution.com. If you do not agree with the policy, you will lose the right to use any services provided by ZQ Solution. By using the services, you agree to the refund policy.

All distributors must submit any refund or reshipment requests for after-sales issues within 30 days of delivery. Requests submitted after this period will not be eligible for after-sales service.

When a distributor files an after-sales request, they must provide evidence to ZQ Solution. Failure to provide valid evidence within the after-sales period of the order may result in ZQ Solution rejecting the request.

Loss in Transit

If products are lost in transit, the distributor must provide evidence from the logistics website or parcel tracking website, such as a screenshot that shows the package was lost. The distributor is eligible for a refund if they have refunded the customer within 30 days of the loss.

Damaged / Incorrect Items

If a distributor receives damaged or incorrect products, they must contact ZQ Solution customer service or the Customer Success Manager (CSM) within 7 business days of delivery and provide valid proof, such as photos or videos of the products received, shipping slip and barcode.

• If the product is incorrect or destroyed due to ZQ Solution's responsibility, the distributor can receive a full refund.
• If the package is severely damaged, the distributor can receive a full refund or request reshipment.
• The amount of the partial refund for a partially damaged package will be determined by ZQ Solution based on evidence of the extent of the damage. Slight deformation or minor scratches may not qualify for a refund, while more significant damage will likely result in a partial refund. It is important for distributors to communicate any issues with shipping and packaging promptly to receive the appropriate compensation.

ZQ Solution has the right to reject any refund/reshipment requests if the proof provided is deemed invalid.

Delivery Disputes

If an order is marked as delivered and the carrier provides proof of delivery, after-sales refund service is not available.

If an order is marked as delivered but the carrier cannot provide proof of delivery, the order is eligible for after-sales refund service.

Orders shipped with YunExpress that arrive 30+ days after the estimated shipping time are eligible for a refund or reshipment. Other shipping options are not eligible for after-sales service on late delivery.

Recommendation: to reduce your shipping cost and improve customer satisfaction, we highly recommend installing a shipping-insurance app such as Captain Shipping Protection on the Shopify App Store.

Returns

For orders fulfilled by ZQ Solution, we don't recommend returning items — in most cases, the international shipping cost to return a product back to our warehouse in China exceeds the product cost, and long-distance transportation carries the added risk of the package being lost or damaged.

Force Majeure

ZQ Solution is not responsible for any product damage or shipping delay caused by any irresistible force or unforeseen event, including but not limited to: epidemic, virus, war, strike, earthquake, flood, storm, hurricane, heavy snow, tsunami, customs inspection, or international situation.

Unacceptable Disputes

ZQ Solution shall reject any unreasonable disputes or delivery failures caused by the end customer, including but not limited to:

• The end customer does not like the product
• The product description is not true
• The smell of the product is unusual
• The end customer ordered the wrong item or SKU
• The end customer provided the wrong or insufficient delivery address
• The phone number was missing
• The end customer refused to receive the package for no reason
• The order is to be delivered to remote areas or PO Box addresses
• Except for YunExpress, any order under other shipping options that arrived 30+ days after the estimated shipping time

Other

When encountering holidays and peak seasons, the distributor shall contact their Customer Success Manager to resolve problems with products or logistics. ZQ Solution will do its best to help distributors in these special circumstances in a timely manner.