Return & Refund Policy

Last Updated: November 13, 2026

1. Introduction

At ezqara, we want our customers to feel confident when shopping with us. We understand that there may be occasions when a purchased product needs to be returned or a refund needs to be requested.

This Return & Refund Policy explains the conditions, procedures, and responsibilities involved in handling after-sales requests.

Our online store operates under the brand name ezqara and is managed by Hubei Fancui Technology Co., Ltd.

This policy applies to purchases made through our online store and should be read together with our Terms of Purchase, Shipping Policy, and other applicable store policies.

We aim to handle all eligible requests with care, transparency, and consistency while respecting the consumer rights provided by applicable laws.

2. Return Period

Customers may request a return for eligible purchases within 30 calendar days after delivery.

The return period begins on the date the order is delivered.

For standard returns based on personal preference or a change of mind, the following general conditions apply:

• The product should remain unused and unworn, where applicable.

• The item should be maintained in its original condition.

• Original packaging, labels, and included accessories should be retained where reasonably available.

• The product should not have been damaged through misuse or unauthorized alteration after delivery.

• The return request must be submitted within the applicable 30-calendar-day period.

• Approval must be obtained from our customer service team before the product is sent back.

Each return request will be reviewed individually according to the reason for return, product condition, and applicable requirements.

Products reported as damaged, defective, or incorrectly supplied will be assessed separately.

Nothing in this section is intended to restrict mandatory return or refund rights available under applicable consumer protection laws.

3. Reasons for Returns and Shipping Responsibilities

Return shipping expenses depend on the reason for the return.

To make these arrangements clear, our standard responsibilities are outlined below.

3.1 Personal Preference or Change of Mind

We understand that customers may sometimes reconsider a purchase or decide that a product does not meet their personal preferences.

Eligible personal preference returns may be requested within 30 calendar days after delivery.

For these returns:

• Customers are responsible for the applicable return shipping costs.

• Products must satisfy the relevant return condition requirements.

• Prior authorization from our customer service team is required.

Please contact us before arranging the return shipment.

Our team will review your request and provide the appropriate instructions if it is approved.

3.2 Damaged or Defective Products

We make reasonable efforts to ensure that products are delivered in the expected condition.

If your purchase arrives damaged or contains a qualifying product defect, please contact our customer service team as soon as reasonably possible.

To help us evaluate the situation, please provide:

• Your order number.

• The name or description of the affected product.

• A clear explanation of the issue.

• Photographs or videos showing the damage or defect.

• Photographs of the external packaging, where relevant.

After reviewing the information, our team will explain the available resolution options.

When a return is required because of a qualifying damaged or defective product issue, ezqara will cover the applicable return shipping costs.

Depending on the circumstances, an appropriate resolution may include an authorized return, replacement, refund, or another suitable remedy.

3.3 Incorrect Items Received

If the product delivered does not match your order because of an error on our part, please contact us so that we can review the discrepancy.

Please provide your order number and clear photographs of the item received to help us investigate.

When a return is required because an incorrect product was supplied due to an error on our part, ezqara will cover the applicable return shipping costs.

Our customer service team will review the situation and provide the appropriate instructions for resolving the issue.

4. How to Submit a Return Request

All returns must be reviewed and authorized by our customer service team before an item is shipped back.

To begin the process, please contact us through our official customer service email:

Email: service@ezqara.com

Please include the following information:

1. Your full name.

2. Your order number.

3. The email address used during checkout.

4. The product you wish to return.

5. The reason for your return request.

6. Supporting photographs or videos, if applicable.

After receiving your request, our team will review the submitted information and determine whether the return meets the applicable requirements.

If your request is approved, we will provide the designated return address and relevant shipping instructions.

Important: Please do not send any product back before receiving return authorization and the correct return address from our customer service team.

Following this procedure helps us identify your purchase and handle your return request appropriately.

5. Return Shipping Arrangements

Once your return has been approved, please follow the instructions provided by our customer service team.

Our standard return shipping arrangements are as follows:

Personal Preference Returns

Customers are responsible for arranging and paying the applicable return shipping costs.

Damaged or Defective Products

ezqara covers the applicable return shipping costs when a return is required because of a qualifying product issue.

Incorrect Products

ezqara covers the applicable return shipping costs when a return is required because an incorrect item was supplied due to an error on our part.

Please package returned products carefully to help prevent additional damage during transportation.

We recommend retaining your shipping receipt and tracking information until the return process has been completed.

Designated Return Address

The company address displayed on our Contact Us page is provided for company identification and general correspondence.

It is not necessarily the designated destination for returned products.

After your return request has been reviewed and authorized, our customer service team will provide the correct return address.

Please do not send returned products to our registered business address unless our team has specifically confirmed that it is the appropriate return destination.

6. Return Inspection

Once an authorized return has arrived at the designated destination, our team will conduct an appropriate inspection.

The inspection may include:

• Confirming that the returned product corresponds to the original purchase.

• Reviewing the overall condition of the item.

• Checking original packaging, labels, and included accessories, where reasonably available.

• Examining any reported damage, defect, or product discrepancy.

• Confirming that the return follows the approved instructions.

After the review has been completed, we will determine the appropriate next steps.

If the return qualifies for a refund, the refund will be handled according to the procedures outlined in this policy.

If additional information is required, our customer service team may contact you before completing the assessment.

7. Refund Processing Time

For approved returns, refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

The processing period begins after the returned item has arrived at the designated return destination and the applicable inspection has been completed.

Please note that the time required for us to initiate a refund may differ from the time needed for the funds to appear in your account.

After a refund has been issued, your bank, card issuer, or payment provider may require additional time to complete the transaction.

The actual posting time depends on the financial institution and the original payment method.

If the refund does not appear after the expected processing period, we recommend checking with your payment provider or contacting our customer service team for assistance.

8. Refund Method

Approved refunds are generally issued through the original payment method used for the purchase.

For example, if you paid using a credit card, debit card, or another supported payment option, the refund will generally be returned through the same payment channel.

This helps maintain consistency with the original transaction.

If your original payment method is no longer available or cannot receive the refund, please contact our customer service team.

We will review the circumstances and determine an appropriate arrangement in accordance with relevant payment procedures and legal requirements.

9. Exchanges and Replacements

If you would prefer an exchange or replacement rather than a refund, please contact our customer service team before returning the original item.

Exchange and replacement requests may depend on:

• Availability of the requested product.

• The condition of the original item.

• The reason for the request.

• Applicable return requirements.

• Review and authorization by our team.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

Any repair, replacement, or other remedy required under applicable consumer protection laws will be handled in accordance with those requirements.

10. Products Received in Unexpected Condition

If an order arrives with a damaged, defective, incomplete, or incorrect product, please notify our customer service team so that we can investigate.

To help us review the matter, please provide:

• Your order number.

• Your checkout email address.

• The name or description of the affected product.

• A detailed explanation of the problem.

• Clear photographs or videos showing the issue.

• Photographs of the external packaging, where relevant.

Our team will review the information and explain the available resolution options.

Depending on the circumstances, an appropriate solution may include:

• An authorized return.

• A replacement product.

• A refund.

• Another suitable remedy.

When a return is required because of a qualifying product issue or an error on our part, ezqara will cover the applicable return shipping costs.

We recommend retaining the original packaging and relevant delivery materials until the issue has been resolved.

11. Order Cancellation Requests

If you need to cancel an order, please contact our customer service team as early as possible.

Cancellation requests will be reviewed according to the current order status.

If the order has not entered processing or dispatch, we will check whether cancellation can be accommodated.

Once an order has entered processing or has been handed over to the shipping carrier, cancellation may no longer be available through our standard procedures.

If the package has already been dispatched, you may submit a return request in accordance with this policy.

If a cancellation is approved after payment has been collected, the applicable refund will generally be issued through the original payment method.

Any mandatory cancellation or withdrawal rights under applicable consumer protection laws remain unaffected.

12. Unfulfilled Orders

In certain circumstances, we may be unable to complete an order because of product availability, payment verification, or other legitimate operational issues.

If an order cannot be fulfilled after payment has been collected, we will notify the affected customer.

An applicable refund will generally be arranged through the original payment method, subject to relevant payment procedures and legal requirements.

If you have questions about an unfulfilled order or its associated refund, please contact our customer service team.

13. Requests Outside Standard Return Conditions

Certain requests may not qualify under our standard personal preference return arrangements.

Examples may include:

• Requests submitted outside the applicable return period.

• Products that do not satisfy the relevant return condition requirements.

• Items damaged through misuse or unauthorized alterations after delivery.

• Returned products that cannot reasonably be identified as part of the original purchase.

• Items sent back without the required return authorization.

These conditions do not override mandatory consumer protection rights.

If a product is defective, incorrectly supplied, or otherwise covered by a statutory consumer remedy, we will assess the situation in accordance with applicable legal requirements.

If you are unsure whether your purchase qualifies for a return, please contact us before taking further action.

14. Refunds That Have Not Appeared

If you have received confirmation that a refund has been initiated but cannot see the funds in your account, we recommend following these steps:

1. Check the account or card originally used for payment.

2. Review whether your bank or payment provider has recorded a pending refund.

3. Contact your financial institution to confirm the transaction status.

4. If the funds remain unavailable, contact our customer service team.

When contacting us, please provide your order number and any available refund confirmation details.

We will review the information and help clarify the status of your request.

15. Consumer Protection Rights

This policy describes the standard return and refund procedures followed by ezqara.

It is intended to operate alongside applicable consumer protection laws and regulations.

Nothing in this policy is intended to exclude, restrict, or replace mandatory legal rights or remedies available to customers.

Depending on applicable law, these protections may include rights relating to:

• Defective or faulty products.

• Incorrectly supplied goods.

• Mandatory cancellation or withdrawal periods.

• Refunds and replacements.

• Other statutory consumer remedies.

If any provision of this policy conflicts with a mandatory legal requirement, the relevant legal requirement will prevail to the extent of the conflict.

Customers retain all rights and remedies available under applicable law.

16. Updates to This Policy

We may revise this Return & Refund Policy from time to time to reflect changes in our after-sales procedures, business operations, or applicable legal requirements.

Any revised version will be published on this page together with an updated Last Updated date.

We encourage customers to review this page periodically to remain informed about our current return and refund arrangements.

Any changes will be handled in accordance with applicable laws and existing contractual obligations.

17. Contact Information

If you have questions about return eligibility, refund procedures, exchange requests, or return shipping responsibilities, please contact us through the official channels below.

Brand Name: ezqara

Legal Company Name: Hubei Fancui Technology Co., Ltd.

Customer Service Email: service@ezqara.com

Business Phone: +86-717-6740000

Business Address:

No. 6-3 Jiefang Road, Xiling District, Yichang City, Hubei Province, China.

For existing order inquiries, please include your order number and the email address used during checkout.

Please remember that all returns require prior authorization. The designated return destination will be provided after your request has been reviewed and approved.

Thank you for choosing ezqara. We appreciate your confidence in our store and remain committed to providing clear communication and attentive after-sales assistance.