Return Policy
Effective Date: June 2026
We sincerely appreciate your decision to shop with qezxuva. Our team is fully committed to providing thoughtfully selected pet essentials designed to support comfort, care, walking, and travel. If you encounter an unforeseen issue with your order, please reach out to our support staff at support@qezxuva.com, providing your Order Number and the email address used at checkout. Please review our formal post-purchase guidelines below.
1. Final Sale Stipulation
Please note that purchases made through the qezxuva storefront are generally considered final. Our business operates under a strict no-returns and no-exchanges policy. The sole operational exceptions to this policy apply to pet products that arrive with a verified manufacturing defect, arrive damaged during transit, or in the event that our fulfillment team mistakenly dispatches an incorrect product.
2. Quality Flaws and Transit Damage
We conduct appropriate quality control checks before packaging and dispatching your items. Nevertheless, if a pet product from our collections arrives damaged, structurally flawed, defective, or differs from your order, you must notify our customer service team as soon as possible. We are committed to reviewing each situation fairly and transparently.
To safeguard your eligibility for a potential resolution, you are required to inspect your package promptly upon receipt and submit a formal claim within seven (7) calendar days of the tracked delivery date.
Please send an email claim to support@qezxuva.com containing the following:
- Your official Order Number and the email address linked to the transaction.
- A clear, written explanation detailing the physical damage, defect, or incorrect item received.
- High-quality photographs or video media clearly showcasing the damage, defect, packaging condition, or incorrect product.
Our support team will carefully review the provided information and digital evidence. Resolutions are determined individually on a case-by-case basis. Depending on the nature and severity of the issue, we may authorize a complimentary replacement, a partial credit, or a full financial refund.
3. Refund Processing
If a partial or full refund is approved as your designated remedy, the authorized amount will generally be returned exclusively to the original payment method used during checkout. You can generally expect the funds to reflect in your account within 7 to 12 business days. Please be aware that the exact processing timeline is ultimately determined by your specific bank or payment provider.
4. Exchange Policy
qezxuva does not process traditional exchanges for different styles, colors, sizes, or alternative pet products. We only authorize direct replacements for the exact same product or variant when the original item has been verified as damaged or defective upon arrival through our official claim process.
5. Unauthorized Return Shipments
Customers must never ship any pet products back to our corporate address or fulfillment facilities without explicit written authorization from a qezxuva support representative. To qualify for a potential return or replacement, a formal digital claim must first be submitted and approved.
Any package returned to our facilities without prior authorization may be refused at the receiving location. qezxuva accepts no liability, custody, or financial responsibility for unapproved return shipments and cannot guarantee refunds or replacements for packages sent without authorization.
Contact Our Support Desk
If you require further clarification regarding our refund framework or need to initiate a product claim, our customer support team is ready to assist you:
- Operating Brand: qezxuva
- Corporate Entity: Tentoo Hong Kong Limited
- Registered Address: Rm 1903, 19/F Lee Garden One, 33 Hysan Avenue, Causeway Bay, Hong Kong
- Customer Support Email: support@qezxuva.com
- Direct Telephone Line: +1 (229) 609-3393