Return & Refund Policy

Qelvata is operated by Xiamen Houhou E-commerce Co., Ltd.

We want customers to feel confident when shopping with Qelvata. If something is not right with your order, please review the return and refund information below.

30-DAY RETURN WINDOW

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item should be:

• In its original condition
• Unused or only inspected as reasonably necessary
• Free from damage caused after delivery
• Returned with its original packaging and included accessories where applicable

Proof of purchase or your order number may be required.

HOW TO REQUEST A RETURN

Before returning an item, please contact us at:

service@qelvata.com

Please include:

• Your order number
• The item you would like to return
• The reason for the return
• Photos if the item is damaged, defective, or incorrect

Once your request has been reviewed, we will provide return instructions where applicable.

Please do not send products back without contacting us first.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order after delivery.

If your item arrives damaged, defective, broken, incomplete, or different from what you ordered, please contact us as soon as possible at:

service@qelvata.com

Please provide your order number and clear photos showing the issue and, where possible, the original packaging.

After reviewing the information, we will provide an appropriate resolution, which may include a replacement or refund.

RETURN SHIPPING

If the return is due to a damaged, defective, or incorrect item, we will provide instructions regarding the return and any applicable return shipping costs.

For returns requested because you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs may be the customer's responsibility unless otherwise required by applicable law.

Original shipping charges are generally non-refundable unless the return is caused by an error on our part or otherwise required by law.

NON-RETURNABLE ITEMS

The following items may not be eligible for return:

• Personalized or customized products
• Gift cards
• Products clearly marked as final sale before purchase
• Products that have been materially used, altered, or damaged after delivery beyond reasonable inspection

This does not affect any rights you may have under applicable consumer protection laws.

REFUND PROCESSING

Once an authorized return has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be issued to your original payment method within 3–5 business days.

After the refund has been processed by us, your bank, card issuer, or payment provider may require an additional 5–10 business days for the funds to appear in your account.

Actual posting times are determined by your financial institution or payment provider.

EXCHANGES

If you received an incorrect, damaged, or defective item, please contact us for assistance.

For other exchange requests, depending on product availability, we may recommend returning the original item and placing a new order.

ORDER CANCELLATIONS

If you need to cancel or change an order, please contact us as soon as possible at:

service@qelvata.com

We will make reasonable efforts to assist you, but we cannot guarantee that an order can be canceled or changed after fulfillment has begun.

REFUND NOT RECEIVED

If you have received confirmation that a refund was issued but the funds have not appeared after the expected processing period, please contact your bank or payment provider first.

If you still need assistance, contact us at:

service@qelvata.com

CONTACT INFORMATION

Operating Company:
Xiamen Houhou E-commerce Co., Ltd.

Brand:
Qelvata

Customer Support Email:
service@qelvata.com