Legal
Refund Policy
Last updated: July 28, 2026
What This Policy Covers
ZQ Solution is the customer-facing brand of Hong Kong-registered ZQ Technology Co., Limited and a professional 1688 dropshipping agent. It provides sourcing, quality inspection, repacking, order fulfillment, multi-supplier consolidation, freight preparation, overseas warehousing and 3PL services for cross-border e-commerce sellers. This Refund Policy sets out when a distributor working with ZQ Solution can request a refund or reshipment after an international order fulfilled and shipped through ZQ Solution is delivered — covering loss in transit, damaged or incorrect items, delivery disputes, returns and force-majeure events — along with the evidence and timelines required to file a valid claim. The summary blocks on this page (key facts, the how-to steps and the FAQ) are for quick reference only; the full terms are in the sections below and are what governs any request.
Refund / reshipment request window
International-order after-sales refund or reshipment requests must be submitted to ZQ Solution within 30 days of delivery.
Damaged / incorrect item reporting
Distributors must report damaged or incorrect items, with photo or video proof, within 7 business days of delivery.
Account-level support coverage
Support coverage depends on the account level: Enterprise accounts receive 24/7 coverage; Advanced accounts have a dedicated service group generally staffed from 08:00 to 24:00 China Standard Time; Basic account requests are handled by the online support team within 24 hours.
How to Request a Refund or Reshipment
A plain-language summary of the process described in the full policy below — it restates, but does not change, the timelines, evidence requirements or conditions set out in those sections.
Confirm you're inside the window
International-order after-sales refund or reshipment requests are accepted within 30 days of delivery; damaged or incorrect items must be reported within 7 business days of delivery.
Gather evidence
Collect proof matched to your issue — a tracking or logistics screenshot for a lost package, or photos and videos of the product, shipping slip and barcode for damaged or incorrect items.
Contact ZQ Solution
Send your request and evidence to ZQ Solution customer service or your Customer Success Manager (CSM).
ZQ Solution reviews your evidence
ZQ Solution checks the proof against the terms below and determines whether the case qualifies for a full refund, partial refund or reshipment. Invalid or insufficient proof can result in the request being rejected.
Refund or reshipment is processed
Once a request is approved, ZQ Solution processes the agreed refund or reshipment.
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 international-order after-sales issues within 30 days of delivery. Requests submitted after this period will not be eligible for after-sales service. Returns to a marketplace supplier during procurement follow that platform's rules, the product listing, supplier terms and product condition instead of this 30-day international-order window.
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.
Who This After-Sales Coverage Is For
In plain terms, based on the policy above: this 30-day after-sales policy applies after an international order is fulfilled and shipped through ZQ Solution — the sections above repeatedly refer to orders "fulfilled by ZQ Solution." It doesn't add new conditions; it's a plain-language explanation of that existing scope.
| Covered by this policy | Not covered by this policy |
|---|---|
| Orders fulfilled through ZQ Solution — loss in transit, damaged or incorrect items, delivery disputes and force-majeure events, each with a defined evidence and timeline requirement and a CSM to escalate to. | Products sourced or shipped outside ZQ Solution — items purchased directly from another supplier or marketplace, or shipped by a carrier ZQ Solution did not arrange. Those disputes need to be resolved with that seller or carrier directly, not through ZQ Solution's after-sales process. |
Refund Policy FAQ
How long do I have to request a refund after delivery?+
For an international order fulfilled and shipped through ZQ Solution, an after-sales refund or reshipment request must be submitted within 30 days of delivery; requests submitted after that window are not eligible for after-sales service. Damaged or incorrect items have a shorter window and must be reported within 7 business days of delivery.
What evidence do I need to submit a refund request?+
It depends on the issue. For a package lost in transit, provide a screenshot or other evidence from the logistics or parcel-tracking website. For damaged or incorrect items, provide photos or videos of the product received, plus the shipping slip and barcode. ZQ Solution can reject a request if the proof provided is deemed invalid.
Are late deliveries covered by this refund policy?+
Only for orders shipped with YunExpress: if a YunExpress order arrives 30+ days after the estimated shipping time, it's eligible for a refund or reshipment. Other shipping options are not eligible for after-sales service on late delivery.
Does the 30-day window apply to marketplace purchase returns?+
No. Purchases made through a third-party marketplace follow that marketplace's rules, the product listing, supplier terms and product condition; ZQ Solution does not replace them with a separate procurement return window. On 1688, many eligible products use the warehouse receipt date as the start of a 7-day no-reason return window. Korean and other marketplaces may use different deadlines. Supplier approval and return freight or other costs can still apply. International orders fulfilled and shipped through ZQ Solution have a 30-day after-sales request window from delivery, subject to the evidence and conditions in ZQ Solution's Refund Policy.
When is ZQ Solution customer support available?+
Support coverage depends on the account level: Enterprise accounts receive 24/7 coverage; Advanced accounts have a dedicated service group generally staffed from 08:00 to 24:00 China Standard Time; Basic account requests are handled by the online support team within 24 hours.