Refund & Returns Policy

2. Physical product returns

If you need to request a return for a physical product, please contact us within 14 days after delivery. The item must be unused, undamaged, and in its original packaging.

Returns must be approved by us before you send the item back. Please do not return products without contacting us first.

3. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days after delivery and provide:

• Your order number.
• Clear photos or video of the item, packaging, and shipping label.
• A short explanation of the issue.

After review, we may offer a replacement, partial refund, store credit, or another reasonable solution depending on the situation and product availability.

4. Return conditions

To be eligible for a return, the product should meet these conditions:

• The item is unused and in the same condition as received.
• The item is returned in its original packaging where possible.
• The return request is made within the stated return period.
• The item is not a customized, personalized, opened, used, or final-sale product.
• You have received return approval from QiMatrix before shipping it back.

5. Non-returnable or limited-return items

Some items may not be eligible for return or may only be reviewed case by case, including:

• Used bracelets, wearable items, or personal accessories.
• Opened fragrance, incense, or aroma-related items.
• Paper items, delicate symbolic pieces, or items that are easily damaged after opening.
• Customized, personalized, specially prepared, or made-to-order items.
• Items damaged due to misuse, improper handling, storage, or normal wear.
• Sale, clearance, promotional, or final-sale items unless defective or incorrect.

6. Return and refund process

1. Contact us by email or WhatsApp with your order number and reason for return.
2. Wait for our review and return instructions.
3. Ship the approved item back using a trackable shipping method.
4. After we receive and inspect the item, we will notify you of approval or rejection.
5. If approved, the refund will be issued to the original payment method where possible.

Refund processing times may vary depending on payment provider, bank, card issuer, and country or region.

7. Shipping, duties, and fees

Unless the return is caused by our error, the customer is responsible for return shipping costs. Original shipping charges, international freight, customs duties, taxes, brokerage fees, payment fees, and other third-party charges are generally non-refundable.

For international returns, we recommend using a trackable shipping method. QiMatrix is not responsible for returned parcels lost in transit.

9. Exchanges

We may replace an item if it is defective, damaged, or incorrect and the issue is reported within the required time frame. If the same item is unavailable, we may offer an alternative solution after review.

10. Order cancellation

If you need to cancel a physical product order, contact us as soon as possible. Orders that have already been processed, packed, shipped, customized, or specially prepared may not be cancelable.