Refund policy

Return & Refund Policy

Last Updated: October 22, 2026

At Toolqira, customer satisfaction is important to us. We want you to feel confident when shopping for home and lifestyle products. This policy explains our return eligibility requirements, return procedures, refund processing, and shipping responsibilities.

1. 30-Day Return Policy

We offer a 30-day return window, beginning on the date you receive your order.

For change-of-mind returns, items should generally:

Be unused and in their original condition.
Include the original packaging, accessories, and components where applicable.
Not have been damaged through improper use or handling by the customer.
Be accompanied by proof of purchase, such as an order confirmation or receipt.
Be covered by a return request submitted within 30 days after delivery.

These conditions apply to ordinary change-of-mind returns. They do not restrict your rights concerning products that arrive damaged, defective, or different from what you ordered.

All returns are subject to applicable consumer protection laws.

2. How to Request a Return

To request a return, please contact our customer support team at:

Email: [email protected]

Please provide:

Your full name.
Your order number.
The product you wish to return.
The reason for your return.
Photographs of the product and packaging, if the item is damaged, defective, or incorrect.

Our team will review your request and provide the applicable return instructions.

Please contact us before sending any product back. Include your order number with your return request so we can identify your purchase and assist you efficiently.

3. Return Address and Return Instructions

The return address for Toolqira is the same as our registered business address.

Authorized Return Address:

De'an County Gaochaxi E-Commerce Co., Ltd.
Room 15006, Science and Technology Innovation Center Building, High-Tech Industrial Park, De'an County, Jiujiang City, Jiangxi Province, China (AQ-204).

Customer Service Email: [email protected]

Before sending a return, please contact us to confirm the applicable return instructions and any requirements for your order.

Please package returned products securely and retain your shipping receipt and tracking information.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible after delivery.

Please provide:

Your order number.
A description of the issue.
Clear photographs of the affected product.
Photographs of the packaging, if available.

After reviewing your request, we will provide an appropriate remedy, which may include:

A replacement product.
A full or partial refund, where appropriate.
An authorized return at our expense, where a return is required.

For verified damaged, defective, or incorrectly supplied products, Toolqira will cover the necessary return shipping costs where a return is required.

Nothing in this policy limits your mandatory consumer rights.

5. Return Shipping Costs

Change-of-Mind Returns

If you return an item because you changed your mind, selected the wrong product, or no longer need it, you will generally be responsible for return shipping costs, where permitted by applicable law.

Damaged, Defective, or Incorrect Products

For verified damaged, defective, or incorrectly supplied products, Toolqira will cover the necessary return shipping costs where a return is required.

Original Shipping Charges

Original shipping charges are generally non-refundable for change-of-mind returns, unless otherwise required by applicable law.

Any adjustments relating to shipping promotions will be handled in accordance with the terms disclosed at checkout and applicable consumer protection laws.

6. Refund Processing Time

Once we receive and inspect an authorized return, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method unless another method is agreed upon where legally permitted.

We aim to process approved refunds within 10 business days. Your bank or payment provider may require additional time to post the refund to your account.

If your refund has not appeared within 15 business days after approval, please contact us at:

[email protected]

Any mandatory refund deadline under applicable consumer protection laws takes precedence over the timeframes described above.

7. Non-Returnable Items

Certain products may not qualify for change-of-mind returns where permitted by applicable law, including:

Customized or personalized products.
Items damaged through improper customer use or handling.
Products significantly altered by the customer.
Products missing essential components due to customer handling.
Products clearly identified as final sale or non-returnable before purchase, where legally permitted.

These exclusions do not restrict your rights concerning defective, damaged, or misdescribed products.

8. Exchanges

Exchanges are subject to product availability.

If you wish to exchange an item for a different style, size, color, or product, please contact us before returning the original item.

Additional shipping costs may apply to exchanges requested because of personal preference, where permitted by applicable law.

If you receive a damaged, defective, or incorrect product, we will provide an appropriate remedy in accordance with this policy and applicable law.

To request an exchange, please contact:

[email protected]

9. Order Cancellations

If you wish to cancel or modify an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate your request before the order is processed and dispatched.

Once an order has been dispatched, cancellation may no longer be possible through our ordinary cancellation process.

This does not affect any statutory cancellation or withdrawal rights available under applicable law.

10. Lost or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact our customer support team.

We will help check the tracking information and investigate the issue with the shipping carrier.

If a shipment is confirmed lost in transit, we will arrange an appropriate remedy, which may include a replacement or refund, in accordance with applicable law.

If tracking indicates that a package has been delivered but you have not received it, please contact us so we can investigate.

11. Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts, or modifies any mandatory rights or remedies available under applicable consumer protection laws.

Depending on your country or region, you may have additional rights concerning defective products, cancellations, returns, refunds, or statutory withdrawal periods.

Where this policy conflicts with mandatory legal requirements, the applicable law will prevail.

12. Contact Information

If you have questions about returns, refunds, exchanges, or order cancellations, please contact us.

Store Name: Toolqira

Business Operator: De'an County Gaochaxi E-Commerce Co., Ltd. (德安县高茶喜电子商务有限公司)