REFUND POLICY
Overview
At XQMI, customer satisfaction is our top priority. We stand behind the quality of our products and are committed to providing a fair, transparent, and easy-to-understand refund policy. Please read the following information carefully to understand your rights and responsibilities regarding returns, refunds, and exchanges.
By placing an order on our website, you agree to the terms outlined in this Refund Policy.
Return Eligibility
You may request a return or refund under the following conditions:
The request is submitted within 30 days of receiving your order
The product is unused, unburned, and in original condition
All original packaging, accessories, manuals, and protective materials are included
Proof of purchase (order number or receipt) is provided
For safety and hygiene reasons, used, burned, or altered candles cannot be returned, unless the product is confirmed to be defective or damaged upon arrival.
Non-Returnable Items
The following items are not eligible for return or refund:
Products that have been used, burned, or intentionally damaged
Items returned without original packaging or missing components
Products purchased during clearance or final-sale promotions (unless defective)
Orders returned without prior authorization
Damaged or Defective Products
If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
Your order number
Clear photos or videos showing the issue
A brief description of the problem
Once verified, we will offer one of the following solutions at no additional cost:
A replacement shipment
A partial refund
A full refund
The resolution method will depend on the nature of the issue and product availability.
Return Process
To initiate a return, please follow these steps:
Contact our customer support team at [kristy@xqmi.com biz@xqmi.com] with your order details
Our team will review your request and provide return authorization instructions
Ship the item back using the provided guidelines
Please do not send products back without authorization, as unauthorized returns may not be processed.
Return Shipping Costs
Customers are responsible for return shipping costs, unless the return is due to a confirmed defect, damage, or incorrect item
We recommend using a trackable shipping service, as we are not responsible for lost return shipments
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
Refunds will be issued to the original payment method
Processing typically takes 5–10 business days, depending on your payment provider
Late or Missing Refunds
If you have not received your refund after 10 business days:
Check your bank or payment provider first
Contact your credit card company, as processing times may vary
If the issue persists, contact us for assistance
Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you need to exchange an item for the same product, please contact our support team for assistance.
Order Cancellations
Orders can be canceled within 12 hours of placement, provided they have not yet been processed or shipped. Once an order has been shipped, it cannot be canceled and must follow the standard return process.
Policy Updates
We reserve the right to update or modify this Refund Policy at any time. Changes will take effect immediately upon posting on our website.
Contact Us
If you have any questions regarding our Refund Policy, please contact us at:
Email: kristy@xqmi.com biz@xqmi.com。