After-Sale Policy

Qupun After-Sale Policy

I. Introduction

This After-Sale Policy outlines the terms and conditions for returns, refunds, and dispute resolution for customers purchasing from Qupun. We are committed to ensuring a positive shopping experience and will work with you to resolve any issues with your order. All disputes and claims must be submitted through our official support channels.

II. How to Submit a Dispute

To open a dispute, please contact our support team and provide the following:

  • Photos or video clearly showing the issue (damage, incorrect item, etc.)
  • Written description of the problem, including your order number and the date you received the item
  • Screenshots of any relevant communication if applicable (e.g., payment disputes)

Incomplete submissions may delay resolution. We reserve the right to request additional documentation before processing any claim.

III. Refund, Resend & Return Eligibility

A. Delayed Orders

  • If your order has no tracking updates, is stuck in transit, or has not been delivered within 45 days of the ship date, you are eligible to open a dispute.
  • If tracking shows your package was held at a local post office (due to an incomplete address, missed delivery, etc.), please contact your local post office directly before opening a dispute.
  • If tracking confirms delivery but you claim non-receipt, we will investigate — note that this process may take 4–8 weeks and a resolution cannot be guaranteed.

B. Orders Not Received

If tracking confirms delivery, Qupun does not offer refunds or replacements by default. However, if your package was undeliverable due to any of the following reasons, please contact us:

  • Incorrect or incomplete address
  • Unknown recipient
  • Refused delivery
  • Unclaimed package
  • Customs clearance failure

Note: Customers are responsible for ensuring their shipping address is accurate at checkout. Qupun is not liable for packages returned or destroyed due to address errors or failure to collect.

C. Damaged Products

  • Significantly damaged items upon arrival: eligible for a full refund or replacement
  • Partially damaged items (excluding minor cosmetic issues such as slight wrinkles, loose threads, or small surface scratches): eligible for a partial refund or replacement

Damage claims must be submitted within 30 days of delivery with supporting photo or video evidence.

D. Incorrect or Missing Items

  • Wrong item received: full refund or replacement
  • Wrong color or size (non-functional impact): refund or replacement with proof of the issue
  • Missing parts that affect product function: full replacement
  • Missing parts that do not affect product function: partial refund or replacement of the missing part
  • Missing accessories: replacement of accessories

For size-related disputes, please include a photo of the item measured against a ruler or tape measure using the correct measurement method.

E. Order Cancellations

  • Orders may be canceled for a full refund before they are processed and shipped.
  • The following order types cannot be canceled after payment:
    • Custom or print-on-demand orders
    • Pre-order or reserved inventory items
    • Service-based products (e.g., photography or video services)

IV. Returns

A. Return Eligibility

  • Returns are accepted within 7 days of delivery
  • Items must be unused, in original condition, and include all original packaging, tags, and accessories
  • Return shipping costs are the customer's responsibility unless the return is due to a product defect or our error

B. Return Process

  1. Contact Qupun support to request a Return Authorization before shipping anything back
  2. Ship the item using a trackable carrier and share the tracking number with us
  3. Once received, the item will undergo a quality inspection
    • Items showing signs of damage, misuse, or missing components may be rejected
    • Approved returns will be refunded for the original product cost only — shipping fees and taxes are non-refundable

V. Dispute Deadlines & Limitations

  • Disputes must be opened within 30 days of the delivery date as shown in tracking
  • Once an order is closed (30 days post-delivery), it cannot be reopened
  • Qupun is not responsible for delays or damages caused by events outside our control, including natural disasters, customs inspections, carrier disruptions, or other force majeure events. We will communicate proactively if such events affect your order.

VI. Contact Us

For all after-sale inquiries, please reach out through our official support channel at [your support email or link].