General Guidelines
We want you to be completely satisfied with your QOGRISUN hardware. If for any reason you are not entirely happy with your purchase, we are here to help. Please read our return policy carefully to ensure a smooth process.
Return Window (30 Days)
We accept returns within 30 days of the delivery date for most standard US orders. To be eligible for a return, your item must be unused, uninstalled, in the same condition that you received it, and in its original packaging. Hardware that has been installed, scratched, or altered in any way cannot be returned.
Process
How to Initiate a Return (US Orders Only)
To start a return, please contact our customer support team at support@qogrisun.com with your order number and the reason for the return. Once your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and the designated US return address.
Please do not send your purchase back to the manufacturer or the original shipping address on the package (such as an Amazon FBA facility), as we will not be able to process your refund. All returns must be sent to our authorized US return center.
Return Shipping Costs
Buyer's Remorse
Wrong size / Changed mind
The customer is responsible for paying all return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. Original shipping charges are non-refundable.
Our Error
Defective / Damaged / Incorrect
If you receive a defective or incorrect item, please contact us within 48 hours of delivery with photos of the issue. We will cover the return shipping costs or, in most cases, simply send you a free replacement without requiring you to return the damaged item.
Non-Returnable Items (Final Sale)
To maintain competitive pricing and due to high logistics costs, the following are not eligible for return, exchange, or refund:
All orders shipped outside of the United States.
Any hardware that has been custom-made, specially finished, or altered to your specifications.
Large volume orders placed through our trade program or B2B channels.
All sample packs shipped directly from our manufacturing facility to help you verify finishes and sizes.
Refunds
Once your return is received and inspected at our US facility, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.
Late or Missing Refunds
If you haven’t received a refund yet, please follow these steps:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@qogrisun.com.