Return and exchange policy

Last Updated: March 2, 2026

Company Name: Hubei Xianzan Ci Clothing Co., Ltd.

Address: No. 12, Building 5, Unit 1, 2nd Floor, Sanliqiao Alley, Sanliqiao Community, Fengshan Town, Luotian County, Huanggang City, Hubei Province (Self-declared)

Authorized Director: Xiao Guanquan

Social Credit Code: 91421123MAK5N74M8A

Email: service@mail.qumven.com

Phone: +86 16253655992

Thank you for choosing Qumven Tools! We aim to provide high-quality tool products and satisfactory shopping experience for every Australian customer. To ensure your rights and interests are protected, we formulate the following return and refund policy, which applies to all orders purchased through our official channels.

1. Eligibility for Return & Exchange

You may apply for return or exchange within 14 calendar days from the date of receipt of your order, provided that the product is in its original condition (unused, undamaged, with all original packaging and accessories intact). Please note that customized products are not eligible for return or exchange unless they have quality issues caused by us.

2. Application Time for Return & Exchange

You can apply for return or exchange online only after your order status is updated to “Shipped”. The order status will be automatically updated to “Delivered” within 24 hours after you receive the product, and you can submit the return/exchange application at that time.

3. Shipping Fee Responsibility

Our Responsibility (Free Return/Exchange Shipping): If the return or exchange is caused by our reasons, including product quality defects, wrong delivery, missing accessories, etc., we will bear all the return and exchange shipping fees.

Your Responsibility (Shipping Fee at Your Expense): If the return or exchange is caused by your personal reasons, including change of mind, wrong purchase, dislike of the product, etc., you will bear all the return and exchange shipping fees.

4. Refund Process & Timeframe

After we receive the returned product and confirm that it meets the return conditions (original condition, complete packaging), we will process your refund within 15 working days. The refund will be returned to your original payment account (the same account used for payment when placing the order). Please note that the actual refund arrival time may vary slightly depending on your payment platform or bank processing speed.

5. How to Apply for Return & Exchange

If you need to return or exchange the product, please contact our customer service team via email at service@mail.qumven.com with the following information:

Your order number

Date of receipt of the product

Reason for return/exchange (please provide details or photos if there is a quality issue)

Whether you need a refund or exchange

Our customer service team will reply to you within our working hours and guide you through the subsequent return/exchange process.

6. Customer Service Hours

Monday to Friday: 9:00 AM – 6:00 PM (UTC+8:00). We will handle your return/exchange application and inquiries during these hours.

7. Shipping & Delivery Reminder

For your reference, we dispatch orders within 3–5 working days after receiving your payment, and you will receive the product within 7–10 working days after dispatch. If you have not received your order within the estimated time, please contact our customer service in time.

We reserve the right to adjust this return and refund policy. Any updates will be posted on our official website. If you have any questions about the policy, please feel free to contact us at service@mail.qumven.com. Thank you for your understanding and support!

Return and exchange address:No. 12, Building 5, Unit 1, 2nd Floor, Sanliqiao Alley, Sanliqiao Community, Fengshan Town, Luotian County, Huanggang City, Hubei Province (Self-declared)