Refunds & Returns Policy
Order cancellationAll orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
RefundsYour satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason. If you did not receive the product within the guaranteed time(60 business days not including 5 day processing time), you will receive an automatic refund or you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve receive you may request a refund but you must return the item to our Hong Kong Address at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of qooru.com (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of qooru.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (60 business days) has expired. You can do it by sending a message on Contact Us page.If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
The original shipping fee of $5 USD which we pay to ship your item is not refundable.