RETURN POLICY
Overview
At XQMI, we want you to shop with confidence. If you are not completely satisfied with your purchase, we offer a clear and fair return policy to ensure a smooth and transparent return experience. Please review the information below carefully before initiating a return.
By placing an order on our website, you agree to the terms outlined in this Return Policy.
Return Timeframe
Returns must be requested within 30 days of the delivery date. Requests submitted after this period may not be accepted.
Return Eligibility
To qualify for a return, all of the following conditions must be met:
The item must be unused, unburned, and in original condition
The product must be returned in its original packaging, including all accessories, manuals, and protective materials
The return request must include proof of purchase (order number or receipt)
The item must not show signs of wear, misuse, or intentional damage
For safety and hygiene reasons, used or burned candles are not eligible for return, unless the product is confirmed to be defective upon arrival.
Non-Returnable Items
The following items cannot be returned:
Products that have been used, burned, or altered
Items returned without original packaging or missing components
Products marked as final sale or clearance
Returns sent without prior authorization
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To assist us in resolving the issue efficiently, please provide:
Your order number
Clear photos or videos showing the issue
A brief explanation of the problem
Once verified, we will offer an appropriate solution, which may include:
A replacement shipment
A partial refund
A full refund
The resolution method will depend on the condition of the product and inventory availability.
How to Initiate a Return
To start a return, please follow these steps:
Email our customer support team at [kristy@xqmi.com biz@xqmi.com] with your order details
Wait for return authorization and instructions from our team
Package the item securely and ship it according to the provided guidelines
Returns sent without authorization may be refused or delayed.
Return Shipping
Customers are responsible for return shipping costs, unless the return is due to a confirmed defect, damage, or incorrect item
For returns resulting from product quality issues, we will refund the full amount of the shipping and tax fees paid by the customer via the original payment method for customers outside of Europe and North America. We will send a formal notification via email, and the refund will be processed within 5–10 business days. depending on your payment provider
We strongly recommend using a trackable shipping method, as we are not responsible for lost or delayed return shipments
Inspection & Approval
All returned items will be inspected upon receipt.
If the item does not meet the return eligibility requirements, the return may be rejected and sent back to the customer at their expense.
Exchanges
We only offer exchanges for items that are defective, damaged, or incorrect.
If you need to exchange an item for the same product, please contact our customer support team for assistance.
Order Cancellations
Orders may be canceled within 12 hours of placement, provided the order has not yet been processed or shipped. Once an order has been shipped, it is no longer eligible for cancellation and must follow the standard return process.
Returns
For returns not resulting from product quality issues, customers are responsible for any customs duties, taxes, or related fees incurred. These fees are non-refundable, and XQMI will not reimburse them.
Policy Updates
XQMI reserves the right to update or modify this Return Policy at any time. Changes will become effective immediately upon posting on our website.
Contact Information
If you have any questions regarding this Return Policy, please contact us at:
Email: kristy@xqmi.com biz@xqmi.com