Return & Refund Policy

Last Updated: November 10, 2026

At qastelo, we want our customers to feel confident when shopping with us. We understand that there may be circumstances in which a purchased product does not meet your expectations or requires after-sales attention.

This Return & Refund Policy explains the requirements and procedures for returning products, requesting refunds, arranging exchanges, and reporting product-related concerns.

Our aim is to handle each request clearly and fairly while providing customers with practical assistance throughout the after-sales process.

Please review the following policy before submitting a return or refund request.

1. Return Period and Eligibility

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

For returns based on personal preference, products should generally meet the following conditions:

  • Items should remain unused and unworn, where applicable.

  • Products should be maintained in their original condition.

  • Original packaging, tags, accessories, and included components should be retained and returned where reasonably available.

  • Products should not show signs of damage, alteration, washing, or misuse after delivery.

  • Customers should provide a valid order number or other proof of purchase.

All return requests are subject to review based on the condition of the product and the reason for the return.

These standard return conditions do not limit applicable consumer rights concerning products that arrive damaged, defective, incorrect, or materially different from their descriptions.

If you are uncertain whether your product qualifies for a return, please contact our customer support team before arranging shipment.

2. How to Request a Return

To ensure that your return can be properly identified and processed, please contact our customer support team before sending any product back.

You can submit your request through:

Customer Support Email: service@qastelo.com

Please include the following information in your message:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The name or description of the product.

  • The reason for requesting a return.

  • Relevant photographs or videos, where applicable.

Our team will review your information and provide the appropriate return instructions.

Please obtain return authorization and confirmation from our customer support team before shipping any product back.

This helps us identify your purchase, confirm the applicable return arrangements, and avoid unnecessary shipping complications.

3. Return Shipping Costs

Responsibility for return shipping expenses depends on the circumstances of the return.

3.1 Personal Preference Returns

If you wish to return an item because you have changed your mind, selected an unsuitable option, no longer need the product, or have another personal preference-related reason, you will generally be responsible for the applicable return shipping costs.

For these returns:

  • Customers arrange the return shipment.

  • Customers pay the applicable return shipping charges.

  • We recommend choosing a shipping service that provides tracking information.

  • Customers should retain their shipping receipts and tracking details until the return has been completed.

Please ensure that the return is arranged according to the instructions provided by our customer support team.

3.2 Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from what you originally purchased, please contact us with your order details and supporting evidence, where available.

Our team will assess the situation and determine the appropriate solution.

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

Customers will not be required to pay applicable return shipping expenses resulting from an error on our part.

4. Return Authorization and Shipping Destination

All returns must follow the instructions provided by our customer support team.

Once your request has been reviewed and approved, we will provide the designated return destination and relevant shipping instructions.

Please note that the business address displayed on our Contact Us page is provided for company identification and general business correspondence. It is not necessarily the designated return shipping address.

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

Following the approved return instructions helps ensure that your package can be properly identified, received, and processed.

5. Refund Review and Processing Time

After a returned product has been received, our team will inspect its condition and review the associated return request.

If the refund is approved, the following arrangements generally apply:

  • Refunds will be issued to the original payment method used for the purchase.

  • Approved refunds will generally be processed within 5–10 business days after the returned product has been received and inspected.

  • The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.

Please understand that our refund processing period and the time required by your financial institution to post the funds are separate.

If the refund does not appear in your account after the expected processing period, we recommend checking with your bank or payment provider first.

If you need additional assistance, please contact us with your order number and relevant payment information. Please do not send complete payment card details.

6. Exchanges and Replacements

If you would like to exchange a purchased product for another available option, please contact our customer support team before returning the original item.

Exchange requests are subject to review and product availability.

If the requested replacement is unavailable, our team will discuss an appropriate alternative or refund arrangement with you.

If an exchange or replacement is requested because you received a damaged, defective, incomplete, or incorrect product, we will review the circumstances and explain the available solutions.

Where the issue results from an error on our part or a qualifying product issue, qastelo will cover the applicable return shipping costs.

Please wait for confirmation and the relevant return instructions before sending any product back.

7. Damaged, Defective, or Incorrect Items

We make reasonable efforts to ensure that products are prepared and delivered according to the details of each purchase.

If you discover that an item is damaged, defective, incomplete, or different from what you ordered, please contact our customer support team as soon as reasonably possible.

To help us understand and assess the issue, please provide:

  • Your order number.

  • The name or description of the affected product.

  • A clear explanation of the problem.

  • Photographs or videos showing the issue, where available.

  • Photographs of the original packaging, if relevant.

After reviewing the information, our team will explain the appropriate next steps.

Depending on the circumstances and applicable consumer protection requirements, an appropriate resolution may include:

  • A replacement product.

  • An authorized return.

  • A refund.

  • Another suitable remedy.

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

8. Order Cancellation Requests

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

Whether a cancellation can be accommodated depends on the current processing and shipping status of the order.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible through our standard procedures.

If your order has already been shipped, you may submit a return request in accordance with this policy.

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

Nothing in this section is intended to restrict cancellation rights available under applicable consumer protection laws.

9. Important Return and Refund Information

To help avoid unnecessary delays, please keep the following points in mind when submitting an after-sales request:

  • Eligible standard return requests should be submitted within 30 calendar days after delivery.

  • Contact our customer support team before arranging a return shipment.

  • Obtain return authorization and the designated return instructions.

  • Include your order number and relevant purchase information.

  • Retain original packaging and included components where reasonably available.

  • Keep shipping receipts and tracking information where applicable.

  • Allow the stated processing period for approved refunds.

Each request will be assessed according to the specific circumstances, product condition, this policy, and applicable legal requirements.

Nothing in this policy is intended to exclude, restrict, or override mandatory consumer rights, statutory warranties, or legal remedies available under applicable laws and regulations.

10. Contact Information

If you have questions about this policy or need help with a return, refund, exchange, or replacement, please contact our customer support team.

Our official business information is provided below:

Brand Name: qastelo

Legal Company Name: Shaanxi Jiwei Yizhan Network Technology Co., Ltd.

Customer Support Email: service@qastelo.com

Business Phone: +86 29 33254001

Business Address:

Room 412, Unit 2, Building 6, Phase 2, Airport Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, Y141, China.

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

We appreciate your understanding and thank you for choosing qastelo. We remain committed to providing helpful assistance and a convenient shopping experience.