Return & Refund Policy

At QZAYS, we stand behind the quality of our roller skates and want every customer to have a fair, stress-free shopping experience. Every order goes through strict quality checks before shipping to ensure you get the best product possible. While issues are rare, we understand that returns or refunds may be necessary—and this policy outlines exactly how we handle these requests transparently and fairly, no fine print or hidden rules.

Return Policy Basics

All return, exchange, or refund requests must be submitted within 30 calendar days from the date your order is delivered. This timeframe is non-negotiable, so be sure to inspect your skates promptly upon receipt.
Important: Before sending any items back to us, you must contact our customer support team to get approval and detailed return instructions. Returns sent without prior authorization will not be accepted, processed, or refunded—this helps us keep track of your request and avoid delays.

How to Start a Return Request

Starting a return or exchange is easy—just follow these simple steps:
Reach out to our customer support team with your order number and a brief explanation of why you’re requesting a return (e.g., defective item, change of mind, incorrect product).
Contact us via:
  1. Email: service@qzays.com
  2. Phone: +1 (217) 624-7834
  3. Business Hours (Support): Monday–Friday, 9AM–6PM CST
Our team will review your request within 1–2 business days. If approved, we’ll email you a designated return address and step-by-step shipping instructions.
Package your skates securely (we recommend using the original packaging if possible) and include all original labels, tags, and any accessories that came with your order. For your protection, use a trackable shipping method—this ensures we can locate your return if it gets lost.

Return Eligibility Requirements

To qualify for a return, exchange, or refund, your item must meet all of the following conditions—no exceptions:
  • The roller skates must be unused, unworn, and free from damage, stains, or any signs of wear (e.g., scuffs on wheels, creases in the鞋面).
  • Original packaging, tags, and all included accessories (e.g., extra laces, tool kits) must be intact and included with the return.
  • For returns related to quality issues (e.g., defective parts) or incorrect items, we may ask for photo/video evidence to verify the issue—this helps us resolve your request faster.
  • All returns must have prior approval from QZAYS. Unauthorized returns will be refused and returned to you at your own cost.

Acceptable Return Scenarios

We handle different return scenarios fairly, with clear guidelines for each. Below is a breakdown of what to expect based on why you’re returning your item:

1. Defective or Damaged Items

If your roller skates arrive defective (e.g., broken wheels, faulty buckles) or damaged during shipping, we’ll verify the issue (often with photo evidence). Once approved, we’ll cover all return shipping costs and offer either a replacement (if the same style is in stock) or a full refund—no extra fees.

2. Incorrect Items Shipped

If you receive a different style, size, or color than what you ordered, we’ll cover the return shipping cost after verifying the mistake. You can choose to receive a replacement (if available) or a full refund—whichever works best for you.

3. Change of Mind (Personal Preference)

If you decide to return your skates simply because they’re not what you wanted (no quality issues), your request must be submitted within 30 calendar days of delivery. In this case, you’ll be responsible for return shipping costs, and a small handling fee will apply (see below).

4. Incorrect Shipping Address (Provided by Customer)

If delivery issues occur (e.g., undeliverable, returned to sender) because you provided an incorrect or incomplete address at checkout, you’ll be responsible for return shipping costs and applicable handling fees if you choose to request a return or refund.

Return Fees & Handling Charges

We keep our fees transparent—below is a detailed breakdown of return shipping costs and handling fees based on the reason for return (all amounts in USD):
Return Reason
Return Shipping Responsibility
Handling Fee
Defective or damaged item
Covered by QZAYS
$0 (No fee)
Incorrect item shipped
Covered by QZAYS
$0 (No fee)
Change of mind (personal preference)
Customer responsibility
$6.99
Incorrect address (customer error)
Customer responsibility
$6.99
Important notes: We do NOT charge a restocking fee for any approved returns. However, if returned items are incomplete (e.g., missing tags, accessories), damaged, or not in returnable condition (e.g., worn, scuffed), we may issue a partial refund or decline the refund request entirely.

Refund Policy Details

Refund Request Timeframe

All refund requests must be submitted within 30 calendar days from the date your order is delivered—this aligns with our return timeframe to ensure consistency.

Refund Processing Timeline

Once we receive your returned item, we’ll inspect it within 2–3 business days to confirm it meets our return eligibility requirements. If approved, we’ll process your refund within 7 calendar days.
Refunds are issued to the original payment method you used (e.g., PayPal balance, linked credit/debit card). Please note: Processing times may vary slightly depending on your payment provider—most refunds appear in your account within 3–5 business days after we process them.

Inspection Requirement

Every returned item undergoes a thorough inspection before a refund is finalized. If the item does not meet our return eligibility conditions (e.g., worn, missing parts), we will contact you to explain why the refund request is denied or adjusted (e.g., partial refund).

Order Cancellation Policy

You may cancel your order for afull refund if:
  • Your cancellation request is submitted within 24 hours of purchase.
  • Your order has not yet been processed or shipped.
If your order has already been shipped, you will need to follow our standard return process after receiving the item—cancellations are not possible once shipping has been initiated.

Lost or Missing Packages

If your shipment is confirmed as lost by our shipping carrier (after a formal investigation), please contact our support team with your order number and tracking information. We will review your case and, upon verification, arrange either a full refund or a replacement (if the item is in stock)—whichever you prefer.

Important Return Address Notice

PLEASE NOTE: Our customer support contact information is NOT a return address. Do not send returns to our general contact location—returns sent without prior approval or to the wrong address may be delayed, lost, or unrecoverable.
Always wait for our support team to email you the official return address and instructions before sending any items back to us. This ensures your return is processed quickly and correctly.

Compliance Statement

This Return & Refund Policy is prepared in full compliance with Google Merchant Center requirements and applicable consumer protection standards. Our goal is to provide transparent, fair guidelines for returns and refunds to ensure a positive shopping experience for every QZAYS customer.

Need Help With Returns or Refunds?

If you have questions about starting a return, checking the status of a refund, or understanding our policy, reach out to our support team—we’re here to help:
  • Email: service@qzays.com
  • Phone: +1 (217) 624-7834
  • Business Hours (Support): Monday–Friday, 9AM–6PM CST
We’ll respond to your inquiry promptly and guide you through every step of the return or refund process. Thank you for choosing QZAYS—we appreciate your trust and are committed to making things right if something doesn’t go as expected.