Overview
At Qlives, customer satisfaction is our top priority.
We stand behind the quality of our products and aim to ensure that every purchase meets your expectations.
If for any reason you are not completely satisfied with your order, please review the following policy to understand your options for returns, refunds, or replacements.
1. Eligibility for Returns and Refunds
Due to the nature of food products, we can only accept returns under the following conditions:
- The item you received is damaged, defective, or incorrect.
- The issue is reported to us within 7 days of delivery.
- The product is unopened, unused, and in its original packaging.
We are unable to accept returns for:
- Opened or partially used matcha products.
- Items purchased more than 30 days ago.
- Sale or promotional items, unless damaged or defective upon arrival.
2. How to Request a Refund or Replacement
To initiate a return or refund request, please contact our customer service team at
📧 info@qlives.com
Include the following details in your message:
- Your order number
- A photo of the product and its packaging
- A brief description of the issue
Once your request is reviewed and approved, we will provide return instructions or process a replacement shipment.
3. Refund Processing
- Approved refunds will be issued to your original payment method within 5–10 business days after we receive and inspect the returned item.
- Shipping costs are non-refundable, unless the return is due to our error (e.g., incorrect or damaged item).
- If you have not received your refund after 10 business days, please contact your payment provider or email us for assistance.
4. Damaged or Missing Items
If your order arrives damaged or incomplete, please contact us within 48 hours of delivery.
Attach photos of the damaged item(s) and packaging so we can resolve the issue promptly through replacement or refund.
5. Order Cancellations
Orders may be cancelled before shipping for a full refund.
Once an order has been shipped, it cannot be cancelled, but you may still request a return in accordance with our policy above.
6. Contact Us
We’re here to help.
If you have any questions about our refund or return process, please reach out to our support team at:
📧 info@qlives.com
Qlives — Pure Matcha, Pure Living.
We value your trust and are committed to providing you with premium-quality matcha and exceptional customer care.
Email: info@qlives.com
Mailing Address: British Columbia, Canada