Refund Policy

 
At Guangzhou Liping Han Trade Co., Ltd. (“we”, “us”, or “our”), we strive to ensure that every customer is satisfied with their purchase of our toys. We understand that sometimes returns or refunds may be necessary, and this Refund Policy outlines the terms, conditions, and procedures for requesting refunds for products purchased through our official website https://qgnixd.com/ (the “Website”) or our authorized sales channels.
By placing an order with us, you acknowledge that you have read, understood, and agreed to comply with the terms of this Refund Policy. If you have any questions about our refund process, please contact our customer service team at service@qgnixd.com before initiating a request.

1. Eligibility for Refunds

To be eligible for a refund, your request must meet the following criteria, and the product must fall into one of the applicable categories below:

1.1 Defective or Damaged Products

We take strict quality control measures for all our toys. However, if you receive a product that is defective (e.g., broken joints, non-functional parts, missing components) or damaged during shipping (e.g., crushed packaging, bent or broken toy parts) within 7 calendar days of delivery, you are entitled to a full refund, replacement, or exchange at your choice. To verify the issue, we may request photos or videos of the defective/damaged product and its original packaging.

1.2 Incorrect Products

If you receive a product that differs from what you ordered (e.g., wrong color, wrong model, or incorrect item), please notify us within 5 calendar days of delivery. After confirming the discrepancy with your order details, we will arrange for a full refund or send the correct product at no additional cost to you. You will be required to return the incorrect item to us, and we will cover the return shipping fees.

1.3 Change of Mind

For non-defective, non-damaged, and correctly delivered products, we accept “change of mind” refund requests within 14 calendar days of delivery, provided that:
  • The product is in its original, unused, and undamaged condition;
  • All original packaging, tags, and accessories (e.g., surprise egg components, instruction manuals) are intact and included;
  • The product has not been opened, assembled, or played with (except for necessary inspection to confirm its condition);
  • You provide proof of purchase (e.g., order number, receipt, or confirmation email).
Please note that for “change of mind” requests, you will be responsible for the return shipping fees, and the original shipping fees paid at the time of purchase are non-refundable.

1.4 Non-Eligible Items

The following items are not eligible for refunds under any circumstances, unless they are defective or damaged:
  • Products that have been used, assembled, or modified;
  • Products with missing or damaged original packaging, tags, or accessories (unless caused by shipping);
  • Customized or personalized toys (unless the customization is incorrect due to our error);
  • Products returned after the applicable refund request period (7 days for defective/damaged items, 5 days for incorrect items, 14 days for change of mind);
  • Free gifts or promotional items.

2. Refund Request Process

To initiate a refund, please follow these steps to ensure a smooth and efficient process:

2.1 Submit a Refund Request

Contact our customer service team at service@qgnixd.com with the following information:
  • Your full name and contact information (email and phone number);
  • Order number (found in your order confirmation email or account on the Website);
  • Product name, SKU, and quantity for which you are requesting a refund;
  • Detailed reason for the refund (e.g., defective, damaged, incorrect, change of mind);
  • Supporting evidence (e.g., photos/videos of the product, packaging, and delivery note) if applicable.

2.2 Review and Approval

Our customer service team will review your refund request and supporting materials within 3 business days. We may contact you for additional information if needed. Once your request is approved, we will send you a “Refund Approval Notice” via email, which includes a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
If your request is denied, we will send you a notification explaining the reason for the denial and provide any available alternatives (e.g., repair services for defective items).

2.3 Return the Product (if required)

For approved refund requests that require product return (e.g., defective items, incorrect products, change of mind), you must ship the product back to us within 10 calendar days of receiving the Refund Approval Notice. Please note:
  • Clearly mark the RMA number on the outer packaging of the return shipment;
  • Package the product securely to prevent further damage during transit;
  • Include all original packaging, tags, accessories, and a copy of the Refund Approval Notice;
  • For items where we cover the return shipping fee (defective, damaged, incorrect), we will provide a prepaid shipping label or reimburse the shipping cost upon receipt of the shipping receipt.

2.4 Inspection and Refund Processing

Once we receive the returned product, our quality control team will inspect it to verify its condition and compliance with the refund eligibility criteria. This inspection typically takes 3-5 business days.
If the product passes inspection, we will initiate the refund process immediately. If the product fails inspection (e.g., it is used, damaged due to improper handling, or missing components), we will contact you to explain the issue and offer options such as returning the product to you at your expense or adjusting the refund amount.

3. Refund Methods and Timing

We process refunds using the same payment method you used for the original purchase, unless you request an alternative method and it is approved by our team. The refund amount and timing are as follows:

3.1 Refund Amount

  • For defective, damaged, or incorrect products: Full refund of the product purchase price plus original shipping fees (if applicable).
  • For “change of mind” requests: Full refund of the product purchase price only; original shipping fees are non-refundable.
  • In cases where the product is partially defective or the issue is minor: Partial refund may be offered by mutual agreement.

3.2 Refund Timing

Once the refund is initiated, the actual time it takes for the funds to appear in your account depends on your payment provider’s processing times:
  • Credit/Debit Cards: 3-7 business days;
  • PayPal: 1-3 business days;
  • Bank Transfers: 5-10 business days;
  • Other Payment Methods: Please refer to your payment provider’s terms for details.
We will send you a “Refund Confirmation Email” once the refund is processed, and you can track the status through your payment account. Please note that we are not responsible for delays caused by your payment provider.

4. Special Circumstances

4.1 Undelivered or Lost Orders

If your order is not delivered within the estimated delivery time (provided in your order confirmation), please contact us immediately. We will investigate the status of your shipment with the logistics provider. If the order is confirmed lost or undelivered after investigation, we will offer you a full refund or reship the product at no additional cost.

4.2 Cancellations Before Shipment

If you wish to cancel your order before it has been shipped, you can do so by contacting our customer service team. We will process a full refund of the product purchase price and any shipping fees paid. Cancellation requests received after the order has been shipped will be handled in accordance with our standard refund policy.

4.3 Holiday Season Refund Policy

To accommodate holiday shopping, we extend our refund request period for orders placed between November 1st and December 25th. For these orders, the “change of mind” refund request period is extended to 30 calendar days after delivery, and the defective/damaged product refund period is extended to 14 calendar days after delivery. This extension does not affect other eligibility criteria.

5. Contact Us

If you have any questions, concerns, or need assistance with your refund request, please contact our customer service team:
Company Name: Guangzhou Liping Han Trade Co., Ltd.
Email Address: service@qgnixd.com
Business Hours (GMT+8): Monday to Friday, 9:00 AM – 6:00 PM
We aim to respond to all refund inquiries within 24 business hours and resolve issues as quickly as possible to ensure your satisfaction.

6. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business operations, legal requirements, or customer feedback. When we make material changes, we will post the updated policy on our Website with a new effective date and notify you via email if you have provided your contact information. We encourage you to review this policy regularly before making a purchase.