Refund policy

We value your shopping experience. If you are not satisfied with your order, you may submit a return or exchange request in accordance with the following policy.

Eligibility for Returns & Exchanges

We accept return and exchange requests under the following circumstances:

  • Shipping Damage: The product was damaged during transit. (Please contact us within 72 hours of receipt with photos or video.)
  • Wrong Item Received: The item received differs significantly from your order (e.g., incorrect model, color, or quantity).
  • Quality Issues: The product has been determined to have a serious quality defect.
  • EU Cooling-Off Period: EU buyers are entitled to return any item within 14 days of receipt without providing a reason, in accordance with the EU Consumer Rights Directive.

Non-Eligible Situations

The following situations are not covered by our return and exchange policy:

  • Personal Preference (non-EU): Returns based on subjective reasons such as disliking the item.
  • Color Variation: Minor color differences caused by display screen settings. (The actual product is subject to the description on the product page.)
  • Handcraft Characteristics: Natural handcraft variations such as slight size differences, uneven glaze, air bubbles, or body marks — these are inherent characteristics of handmade artworks.
  • Expired Timeframe: Requests submitted beyond 14 days for EU buyers or 7 days for all other regions.
  • Human-Caused Damage: Damage resulting from misuse or accidents.
  • Specific Products: Custom-made, limited edition, or products explicitly marked as non-returnable.

Return & Exchange Process

  1. Submit a Request: Send an email to info@qiwuplus.com within the applicable timeframe after receipt.
  2. Provide Information: Include in your email: order number, description of the issue, and clear photos or video.
  3. Await Response: Our customer service team will review your request and respond within 1–2 business days.
  4. Resolution: If approved, we will provide a return address or arrange a replacement shipment.
  5. Return Condition: Items must be unused and returned in their original packaging.
  6. Refund Timeline: Refunds will be issued to the original payment account within 5–10 business days after approval.

Shipping Costs

  • Product Issues (defect / wrong item): Return shipping costs are covered by QIWU PLUS.
  • Customer-Initiated Returns (non-EU): Return shipping costs are the responsibility of the buyer.
  • EU Buyers Exercising the 14-Day Cooling-Off Right: Return shipping costs are the responsibility of the buyer. QIWU PLUS will refund the original product amount (excluding original shipping fees) within 5–10 business days after the returned item is received and confirmed.
  • Refused Delivery / Incorrect Address: Any additional costs incurred are the responsibility of the customer.

Important Notice: Product Use & Safety Certification

QIWU PLUS offers two product categories: art collectibles and everyday ceramics. Please use each product strictly in accordance with the instructions on its product page:

  • Certified Products: Some products have obtained food contact safety certification in China and are safe for use with food and beverages.
  • Non-Certified Products: Most handcrafted decorative art pieces have not undergone food contact safety certification and should not be used for food or beverage purposes.

By using this product, you acknowledge and accept its intended use and the associated disclaimer.

QIWU PLUS reserves the right of final interpretation of this Return & Exchange Policy.