Last Updated: September 7, 2026
Thank you for shopping with qerlzirvna.
We want every order placed through qerlzirvna.com to arrive as expected. This Return Policy explains the circumstances in which we may review requests for refunds, replacements, or returns, including cases involving damaged, defective, incorrect, or incomplete products.
Please review the terms below before submitting a request.
1. Return Eligibility
Purchases made through qerlzirvna.com are generally considered final sale, except where an item is received with a qualifying issue.
A request may be eligible for review when the product:
- Arrives damaged
- Has a manufacturing defect upon delivery
- Is different from the item or variation ordered
- Is missing a part or component that should have been included
To request assistance, you must contact us within 7 days after delivery.
Requests submitted outside this period may not qualify for a refund, replacement, or return.
2. How to Request Assistance
If you receive an item that may qualify under this policy, please contact:
Email: support@qerlzirvna.com
To help us review your request, please provide:
- Your order number
- Customer name
- Email address used at checkout
- Product name
- A clear description of the problem
- Clear photographs showing the item and issue
- Photos of the packaging where relevant
- A photo of the shipping label if requested
In some situations, we may also request a short video showing the issue.
3. Products Damaged During Delivery
If an item is damaged when it arrives, please notify us within 7 days of the delivery date.
We recommend photographing the product before discarding any packaging.
Helpful evidence may include:
- Photos of the damaged area
- Photos of the entire product
- Outer packaging
- Inner protective packaging
- Shipping label
Please keep the product and packaging while your request is being reviewed.
If the claim is approved, we may provide an appropriate resolution such as a refund, replacement, or another reasonable solution.
4. Defective Items
If you believe a product contains a manufacturing defect, please contact our support team within the applicable reporting period.
We may ask for photographs or video evidence so that we can better understand the problem.
A product will not generally be considered defective solely because of small variations that do not materially affect its intended function.
These may include reasonable differences in:
- Color tone
- Surface finish
- Texture
- Dimensions
- Natural material pattern
- Production details
5. Incorrect Products
If you receive a different item, color, size, variation, or quantity from what was confirmed in your order, contact us promptly.
Please include:
- Your order number
- A photo of the item received
- The item or variation you originally ordered
- Packaging photographs where relevant
- A short explanation of the discrepancy
Once reviewed, we will provide further instructions.
6. Missing Items or Components
If something appears to be missing from your package, first inspect all packaging carefully.
Small accessories or components may be placed inside:
- Protective wrapping
- Product containers
- Internal packaging
- Separate compartments
An order may also arrive in more than one shipment.
Please review any additional tracking numbers before reporting a missing item.
If an item or required component is still missing, contact us within 7 days of delivery.
7. Non-Returnable Reasons
Unless required by applicable law or covered by an eligible claim under this policy, we generally do not accept returns for reasons such as:
- Change of mind
- No longer needing the product
- Personal preference
- Selecting the wrong color
- Choosing the wrong size
- Ordering an incorrect quantity
- Failure to review product dimensions
- Product incompatibility that could have been checked before purchase
- Normal wear and tear
- Damage caused after delivery
- Improper cleaning or maintenance
- Misuse or incorrect installation
- Unauthorized modification
- Requests submitted after the applicable 7-day period
Please review product details carefully before completing checkout.
8. Kitchen and Food-Use Products
Certain products sold through qerlzirvna may be designed for kitchen, food-preparation, storage, or serving purposes.
For hygiene reasons, products that have already been used with food, beverages, oils, sauces, spices, or other consumable substances may not be eligible for return unless there is a qualifying defect, shipping damage, or fulfillment error.
Examples may include:
- Food-storage containers
- Kitchen utensils
- Vegetable preparation tools
- Peelers
- Scrapers
- Pantry containers
- Produce storage products
- Cooking accessories
Eligibility will be determined according to the specific circumstances of the request.
9. Approval Is Required Before Returning an Item
Please do not mail any product back without contacting us first.
All returns must receive prior authorization from our customer service team.
If we determine that a physical return is necessary, we will provide the appropriate instructions.
Products returned without authorization may not be accepted, identified, or refunded.
10. Do Not Send Returns to Our Company Address
The company address listed at the bottom of this policy is provided for business identification and correspondence purposes.
Do not automatically send returned merchandise to that address.
If your claim requires a physical return, our customer service team will provide the correct return instructions after reviewing your request.
Unauthorized shipments sent to an incorrect address may not be recoverable.
11. Condition of Returned Products
If an approved claim requires a physical return, the product should remain in substantially the condition in which it was received, except for the defect or damage being reported.
Where applicable, include:
- Original packaging
- Accessories
- Components
- Manuals
- Hardware
- Inserts
- Other items originally supplied
Missing parts or additional damage caused after delivery may affect the resolution available.
12. Return Shipping Costs
Responsibility for return shipping depends on why the item is being returned.
For approved claims involving an incorrect, defective, or damaged product, our customer service team will advise you of the applicable return procedure.
Please do not arrange independent return shipping before receiving instructions from us.
13. Refunds
If your refund request is approved, the refund will generally be issued to the original payment method used for the order.
After we submit a refund, the time needed for it to appear in your account depends on your:
- Bank
- Credit card provider
- Debit card issuer
- Payment processor
- Financial institution
We cannot control external banking processing times.
14. Partial Refunds
Where only part of an order is affected by an approved issue, the resolution may apply only to that item or portion of the purchase.
For example, if one product in a multi-item order arrives damaged but the remaining products are correct, any approved refund may be limited to the affected item.
15. Replacement Products
Where appropriate, we may offer a replacement instead of a refund.
Replacement availability depends on current inventory and may be affected by:
- Product availability
- Selected size
- Selected color
- Selected variation
- Stock levels
If an identical replacement is unavailable, our support team may provide another available resolution.
16. Exchanges
We generally do not provide exchanges solely because a customer wants a different:
- Color
- Size
- Style
- Variation
If you received an incorrect, damaged, or defective product, the situation will be handled through our claim and replacement process rather than as a standard exchange.
17. Cancellation Requests
If you wish to cancel an order, contact us as quickly as possible at:
Orders may enter processing soon after they are placed.
We will make reasonable efforts to assist, but cancellation cannot be guaranteed once the order has:
- Entered fulfillment
- Been packed
- Been transferred to the carrier
- Already shipped
Once shipment has occurred, the conditions of this Return Policy will apply.
18. Order Changes
If you need to request a change after placing an order, please contact us promptly.
Requests may include changes to:
- Quantity
- Product variation
- Color
- Shipping information
We will try to accommodate the request before fulfillment begins, but modifications are not guaranteed once processing is underway.
19. Incorrect or Incomplete Shipping Address
Customers are responsible for providing accurate shipping details during checkout.
If an order cannot be delivered because the customer entered an incorrect or incomplete address, it may not automatically qualify for a refund or replacement.
Possible consequences may include:
- Delivery delays
- Failed delivery
- Package return
- Additional shipping fees
If you notice an address error, contact us immediately.
20. Refused or Unclaimed Deliveries
If a customer refuses a shipment or fails to collect a parcel that the carrier holds for pickup, the package may be returned.
Such orders do not automatically qualify for a refund.
If reshipping is available, the customer may be responsible for additional shipping charges.
Each situation will be assessed individually.
21. Orders Showing as Delivered
If carrier tracking states that your parcel was delivered but you cannot locate it, please first check:
- Mailbox
- Front door
- Side entrance
- Porch
- Parcel locker
- Reception desk
- Building mailroom
- Other safe delivery locations
You should also ask:
- Household members
- Neighbors
- Building staff
- The local delivery carrier
If the parcel remains missing, contact us with your order number and tracking information so we can review the available shipment details.
22. Differences in Product Appearance
We make reasonable efforts to represent products accurately.
However, the actual product may look slightly different from website photographs because of:
- Lighting
- Screen settings
- Photography conditions
- Manufacturing batches
- Material characteristics
- Natural wood grain
- Glass texture
- Minor color differences
Small cosmetic differences that do not affect ordinary product use are generally not treated as defects.
23. Dimensions and Measurement Differences
Product measurements may be listed approximately.
Minor variations can occur because of manufacturing tolerances or manual measurement.
Customers should carefully check product dimensions before ordering, especially for kitchen products intended to fit specific spaces such as:
- Drawers
- Refrigerator shelves
- Cabinets
- Sinks
- Countertops
- Pantry shelves
- Storage areas
A product not fitting a space because the dimensions were not reviewed does not automatically make the product defective.
24. Product Materials
Natural and manufactured materials may contain reasonable variations.
For example:
Wood
Wood products may differ slightly in grain, shade, texture, or pattern.
Glass
Glass products may show minor variations associated with manufacturing.
Plastic
Color tone and finish may differ slightly between production batches.
Metal
Minor surface differences may occur during manufacturing.
Such normal differences are not generally considered product defects.
25. Care Instructions
Customers are responsible for following applicable product-care instructions.
Kitchen items may have different requirements depending on their materials and intended use.
Damage caused by incorrect care may not qualify for a refund or replacement.
Examples include damage caused by:
- Using a dishwasher when not recommended
- Excessive heat
- Oven use when not permitted
- Microwave use when not permitted
- Harsh cleaning chemicals
- Abrasive cleaning methods
- Prolonged soaking of wood
- Incorrect storage
26. Product Misuse
Products should be used only for their intended purpose.
Damage resulting from misuse, excessive force, incorrect assembly, or use outside the product's intended function is generally not considered a manufacturing defect.
For products containing blades, sharp edges, glass, or other potentially hazardous components, customers should follow appropriate handling and safety precautions.
27. Promotional Products
Unless otherwise stated in the terms of a specific promotion, discounted products remain subject to this Return Policy.
A promotional or reduced price does not prevent a customer from submitting an eligible claim for an item that arrived damaged, defective, or incorrect.
However, promotional products are generally not returnable solely because the customer changed their mind.
28. Complimentary or Free Items
Products supplied as part of a promotional offer, such as a free item or gift with purchase, may be subject to the conditions of the relevant promotion.
If the qualifying purchase is changed, refunded, or canceled, eligibility for the promotional item may also be affected where permitted by law.
29. Final Sale
Except for eligible cases covered by this policy or rights provided by applicable consumer law, purchases made through qerlzirvna.com are generally considered final sale.
Before ordering, we recommend reviewing:
- Product description
- Dimensions
- Materials
- Color
- Quantity
- Available variations
- Intended use
- Care instructions
If you are uncertain about a product, please contact us before placing your order.
30. Fraudulent or Abusive Claims
We reserve the right to investigate requests that appear unusual, repetitive, fraudulent, manipulated, or abusive.
A refund, replacement, or return request may be declined where there is reasonable evidence of:
- Fraud
- Intentional product damage
- Misuse
- False information
- Manipulated photographs or evidence
- Excessive or repeated claim abuse
This does not affect rights that customers may have under mandatory applicable law.
31. Chargebacks and Payment Disputes
If you experience a problem with an order, we encourage you to contact our customer service team before initiating a payment dispute.
This gives us an opportunity to review the issue and provide an appropriate resolution where possible.
Nothing in this section limits rights available through your financial institution or applicable consumer law.
32. Consumer Rights
Nothing in this Return Policy is intended to exclude, restrict, or override consumer rights that cannot lawfully be waived.
Where mandatory law provides additional rights, those legal protections will apply.
Contact Us About Returns
If you have questions about a damaged item, incorrect product, missing component, refund, replacement, or this Return Policy, please contact:
Store Name: qerlzirvna
Website: qerlzirvna.com
Email: support@qerlzirvna.com
Phone: (534) 900-1894
Company:
HONGKONG HARMONICARE LIMITED
Company Address:
RM 509, 5/F, THE CLOUD,
111 TUNG CHAU STREET,
TAI KOK TSUI,
HONG KONG
For faster assistance, please include your order number, a clear explanation of the issue, and supporting photographs when contacting us.