Refund Policy
Quanlian | Return & Refund Policy
If you are not satisfied with a product purchased on Quanlian, you may return it for a refund by following the steps outlined in this Return & Refund Policy.
1. How to Return an Item
Please follow the steps below to initiate a return:
Step I — Submit Your Return Request
Visit your Quanlian account at
Quanlian.online / Quanlian.cloud / Quanlian.top / Quanlian.site / Quanlian.group
or use the Quanlian app to request a refund.
If you do not have a Quanlian account, open your Order Confirmation Email and click “Save Your Order” to proceed.
Step II — Select the Order
Go to Your Orders, locate the relevant order, and click “Return/Refund”.
Step III — Choose Items to Return
Select the item(s) you wish to return and choose a reason.
Some reasons require additional information; please provide the required details and click “Next”.
Step IV — If the Item Does Not Require Return
Simply select your preferred refund method:
Refund to Quanlian Credit Balance, or
Refund to your original payment method
Click “Submit” to complete the request.
Step V — If the Item Needs to Be Returned
Choose the return method and submit your request.
A return label will be provided.
✔ The first return per order (including multiple returnable items) is free within 90 days of purchase.
✘ Some exceptions apply.
Step VI — Package Requirements
Place all return items in one package along with their original barcodes.
If a barcode is missing:
Place the item in a transparent bag and include it in the return package.
Your package will undergo quality inspection. Refunds are processed only after passing inspection.
Step VII — Ship the Package
Print the provided return label and attach it to the package.
Drop it off at your nearest Neighbour Express / Canada Post / UPS location.
Step VIII — Track Your Refund
You may view the refund status in:
The order details page
SMS notifications
Email
Push notifications
Note: Your package must be postmarked within 14 days after submitting the return request, otherwise the return will be cancelled.
2. Is Return Shipping Free?
✔ The first return per order within the return period is free.
✔ Oversized/overweight items may be returned via self-shipping; once returned and inspected, you will receive an equivalent Quanlian Credit refund.
If you have already returned one item and need to return additional items from the same order, you may still do so if the return window is open.
For second and subsequent returns of the same order:
You may use our return label
A US$10.00 shipping fee + applicable taxes will be deducted
To reduce extra costs and environmental waste, we recommend sending all return items in one shipment.
3. Where to Find Your Return Label
You can download the return label in two ways:
Option A
All Orders → Print Return Label & Start Return → Print Return Label
Option B
Returns → Print Return Label → Download & Print
4. Return Window
You may return items within 90 days of purchase, except for the following:
I. Non-Returnable Items
Worn, washed, damaged clothing, or clothing missing tags/hygiene labels
Grocery items
Certain health & personal care items
Certain gift items
Customized items
Certain underwear products
Items marked as non-returnable by sellers (still subject to Quanlian policy)
Worn, washed, damaged clothing, or clothing missing tags/hygiene labels
Grocery items
Certain health & personal care items
Certain gift items
Customized items
Certain underwear products
Items marked as non-returnable by sellers (still subject to Quanlian policy)
II. Electronics
Most electronics have a 45-day, 60-day, or 90-day return window.
Please check the product detail page for specifics.
Important:
Return packages must be shipped within 14 days after submitting the return request.
Once the window closes, returns will no longer be accepted.
5. Refunds
I. Advanced Refund
In some cases, we issue a refund after you ship the package.
If the item is not returned or fails inspection, the amount may be charged back to your original payment method.
II. Standard Refunds
Processed after the returned item passes quality inspection.
III. Refund Deductions
Refunds may be reduced if the item:
Shows signs of use or damage
Has missing parts/accessories
Was damaged due to improper return packaging
IV. Missing Item Refund
Go to Support Center → Missing Item/Part, or contact the seller/service team.
V. Delivered but Not Received
Go to Customer Service Center → Package Shows Delivered But Not Received.
VI. Refund Processing Time
Your financial institution may take 5–14 business days, and in some cases up to 30 days, to post refunds.
Shipping fees, import fees, and insurance fees are non-refundable, except where required by law.
VII. Refund to Quanlian Credit (Optional)
Faster than refunding to original payment method
No expiration date
Cannot typically be exchanged for cash
Can be used for future shopping on Quanlian
Faster than refunding to original payment method
No expiration date
Cannot typically be exchanged for cash
Can be used for future shopping on Quanlian
Learn more: About Credit Balance
6. Refund Timeline
After we process your refund, additional time is needed for your bank or payment provider to finalize the transaction.
Timelines may vary by financial institution.
7. Important Reminders
I. Do Not Use the Delivery Address for Returns
Returns must be shipped to the address shown on the official return label.
Sending the package elsewhere may cause delays.
II. Do Not Include Non-Return Items
If you accidentally place the wrong item inside the return package:
Contact Customer Service immediately.
We cannot guarantee recovery or compensation for misplaced items.
Need Help?
Items from Local Warehouses:
Go to Return Details → Contact Seller
Other Items:
Contact Quanlian Customer Service
Items from Local Warehouses:
Go to Return Details → Contact Seller
Other Items:
Contact Quanlian Customer Service