Refund policy

RETURNS AND REFUNDS

Accoho does not accept change-of-mind returns. Because our products are large, fragile and often made or prepared to order, all standard and custom items are final sale for change-of-mind purposes, except where applicable law gives you a right that cannot legally be excluded.

Do not send an item back without our written return authorisation. We will consider a return only where required by applicable law or where we agree in writing after reviewing a confirmed quality issue, transit damage, incorrect item or material misdescription.

CUSTOM AND MADE-TO-ORDER ITEMS

Custom and made-to-order items require full payment before production. Once production or customer-specific material procurement has begun, the order cannot be cancelled or returned for change of mind. Custom work includes bespoke size, configuration, finish, engraving or other individually agreed design details, as identified in the quotation, product description or order confirmation.

This restriction does not apply to a faulty, damaged, incorrect or materially misdescribed item, and it does not reduce non-excludable consumer rights. A standard product chosen from ordinary pre-set options is not automatically treated as custom unless the order confirmation clearly says so.

DAMAGE, DEFECTS AND INCORRECT ITEMS

Please inspect your order promptly after delivery. If an item is damaged in transit, defective, incorrect or materially different from the confirmed order, contact hello@qqvglobal.com or WhatsApp +86 176 2096 9898 as soon as reasonably possible. Include your order number, clear photos or video of the item, all packaging and the shipping label, and a short description of the issue.

If the parcel shows visible transit damage, please photograph the packaging before unpacking and, where possible, record the damage with the carrier. This helps us resolve the claim quickly and does not affect mandatory legal rights.

After assessment, we will provide an appropriate remedy. Depending on the confirmed issue, this may include replacement parts, repair guidance, replacement, a partial refund, compensation, a full refund, or another remedy required by applicable law. Where a return is required for a confirmed Accoho or carrier-caused issue, we will pay or reimburse reasonable return costs.

REFUND TIMING

Any approved refund or compensation is issued to the original payment method unless we agree another lawful method with you. Where a return is required, we may wait until we receive the returned item or evidence that it has been sent back, where permitted by law. Nothing in this policy limits any non-excludable consumer protection right that applies to your purchase.