Return and Refund Policy

This return and refund policy applies to all products in the Sonapve online shop.

Order Cancellation
Before finalizing your order, please carefully check the size, color, quantity, recipient, delivery address, and all other product details in your shopping cart. You may cancel your order as long as it has not yet been shipped; in this case, you will receive a full refund. Once an order has been shipped, it cannot be cancelled.

If the return is initiated by the consumer (e.g., due to personal preference), the consumer bears the cost of return shipping. The exact cost depends on the shipping carrier you choose.

However, if the goods received are damaged due to our fault or do not match the order, the consumer is not required to pay for return shipping.

Conditions for Returns and Exchanges

1. Please contact our customer service team via email within 30 days of receiving your items.
2. We accept returns or exchanges in the following cases:

Damage during transit
Manufacturing defects
Incorrect product delivered
Quality issues
Incorrect size/fit
Customer dissatisfaction or no longer needing the product

3. You must provide photos of the items in question so that our customer service team can assess the situation and offer further assistance.
4. Items must be unused and in their original condition when returned. We cannot accept items that have been worn, washed, or altered.
5. Please ensure that items are returned to the address provided by our customer service team—not to the address listed on the original packaging.
6. Items returned directly to us without prior contact cannot be accepted. Responsibility for return or exchange costs varies depending on the circumstances:

1. If the product is defective, damaged during transit, the wrong item was delivered, there is a manufacturing fault, or the item breaks after use, we offer a full refund and cover the costs of the return or exchange.

2. However, if the return or exchange is due to personal preference (e.g., you do not like the item), the product is no longer needed, or the fit is incorrect, the customer bears the cost of the return or exchange; these costs are non-refundable. Return & Exchange Conditions and Process

To expedite your return or exchange, please follow the procedure below:

If you wish to initiate a return, please contact our customer service team and provide the following details:

Order number
SKU number or product name
Reason for return

If you wish to initiate an exchange, please contact our customer service team and provide the following details:

Order number
SKU number or product name
Details regarding the size and color of the desired replacement item.

Our customer service team will acknowledge your request within 24 hours on business days.

Next, please send the items to the return address provided by customer service and submit proof of return, consisting of the shipment number (tracking number) and a valid proof of postage.

Upon receipt of the returned items, we will contact you immediately via email to process the requested refund or exchange.

Refund Policy

1. We accept full responsibility for items that are incorrectly printed, damaged, or defective due to issues arising from our production process or during transit. In such cases, you will receive a full refund; we will also cover the return shipping costs.

2. Orders cancelled prior to shipment will be fully refunded.

3. Should a package unfortunately be lost in transit, we will compensate you for the loss with a full refund.

4. If you provide an incorrect delivery address when placing your order and fail to notify us of the change, you are responsible for any resulting losses.

5. A refund may be refused if returned goods show visible signs of use (e.g., wine or water stains, scratches, or other damage).

6. All refunds will be issued to the original payment method used for the purchase. Please note that it may take up to 14 business days for the refund to be credited to your account, as processing times vary depending on the payment service provider.

n.

7. For returned items that are not in perfect condition—provided the damage or missing parts are not due to an error on our part—only a partial refund may be granted in certain circumstances.

Restocking fee:

No restocking fee is charged.

How do customers receive the return label?
1. For defective products
This applies to cases where the delivered product is incorrect or was damaged by the shipping carrier. In these instances, we bear responsibility. Included in the package sent to the customer.

2. For customer change of mind
This applies when the customer purchased the wrong product, it does not fit, or they no longer want the item.
Included in the package sent to the customer.

Information on return and refund policies: If you have any questions, please contact us at service@qlivs.com.
Service hours: Mon – Fri, 08:00 – 17:00 (UTC+8).