Return and exchange policy

For questions about an order, return, exchange, or refund, please contact our customer service team at cs@quineli.com as soon as possible. Include your order number so we can review your request promptly.

Photos or videos are required only when reporting a damaged, defective, or incorrect item. They help us confirm the issue and provide the appropriate solution.

What should I do if I receive the wrong item?

QUINE LI INC. carefully reviews and processes every order, but mistakes can occasionally happen. If you receive the wrong item, please email cs@quineli.com within 14 calendar days after delivery.

Include your order number and clear photos of the item and its packaging. Once we confirm the issue, we will arrange a replacement or refund. QUINE LI INC. will cover reasonable return shipping costs when we have sent an incorrect item.

Return and exchange requirements

Return requests must be submitted within 14 calendar days after the order is delivered.

To qualify for a return, the item must be unworn, unused, unwashed, and unaltered. It must have its original tags and packaging and be returned in the same condition in which it was received.

Items that show signs of wear, washing, alteration, damage caused after delivery, missing tags, or missing original packaging may not be accepted.

Items marked as final sale are not eligible for return unless they arrive damaged, defective, or incorrect.

For an approved return that is not caused by a damaged, defective, or incorrect item, the customer is responsible for return shipping costs.

If an item arrives damaged or defective, contact cs@quineli.com within 14 calendar days after delivery. Include your order number and clear photos or videos showing the issue. We will review the request within 1 to 2 business days.

If we confirm that the item was damaged, defective, or incorrect when delivered, we will arrange a replacement or refund. When a return is required, QUINE LI INC. will cover reasonable return shipping costs.

We do not offer direct exchanges for changes in size, color, or personal preference. If your item qualifies for a return, you may return it and place a new order for the preferred item.

Please review the measurements and sizing information on each product page before placing your order.

Do not return an item before receiving authorization and return instructions from us. Unauthorized returns or items sent to an unconfirmed address may not be accepted or refunded.

Return instructions

To request a return, email cs@quineli.com with the following information:

1. Your order number
2. The name of the item you wish to return
3. The reason for the return
4. Photos or videos if the item is damaged, defective, or incorrect

After your request is approved, we will provide the correct return address and shipping instructions.

Use a trackable shipping service and keep your shipping receipt until the return has been completed. The customer is responsible for the package until it is delivered to the return address.

All customs forms and shipping documents must describe the returned merchandise and its value accurately. The customer is responsible for completing all required shipping and customs documents correctly.

If a return package is lost in transit, the sender must contact the shipping carrier to open an investigation. We cannot issue a refund for a return that has not been delivered to us.

Order cancellation

We accept cancellation requests submitted within 24 hours after an order is placed.

A cancellation is not guaranteed if the order has already entered processing or has been shipped. Once an order has shipped, it must follow the standard return process described in this policy.

Refunds

After we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method. PayPal, your bank, or your credit card company may take 7 to 14 business days to post the refund to your account.

Original shipping charges are not refundable unless the item was damaged, defective, or incorrect when delivered.

Return shipping costs are not refundable for standard returns. When QUINE LI INC. confirms that an item was damaged, defective, or incorrect, we will cover reasonable return shipping costs.

Return address

Please email cs@quineli.com for authorization and the correct return address.

Do not send a return to the address shown on the original package unless our customer service team has confirmed that address in writing.

Contact information

QUINE LI INC.

Email: cs@quineli.com

This policy does not limit any consumer rights provided by applicable law.