Refund policy

Returns, Refunds, and Product Warranty Policy


Our company maintains a strict no-return, no-refund, no-order-cancelation, and no-unconditional-exchange policy. We provide exchange services exclusively for items with major manufacturing defects within seven (7) days from the date of receipt, and offer a limited original manufacturer's warranty within specified periods. Upon application, the product must be brand new, unused, and returned in its entirety along with all original packaging boxes and accessories.

🛠️ 【 1️⃣ Product Warranty 】
We provide a limited original manufacturer's warranty for designated product models, effective from the date of purchase:
  • Electronic Products: Eligible for a 1-Year warranty.
  • Smart Light Bulbs / Light Strips: Eligible for a 2-Year warranty.
  • Note: Warranty is strictly limited to mechanical or electronic failures under normal usage (non-human damage). Consumables and man-made damages or wear are excluded.
📢 【 2️⃣ Post-Sales Service Arrangements & Guidelines 】
  • In-Person Procedures: Customers may visit our service center during operating hours to handle post-sales services free of charge. However, all cases MUST be pre-arranged and approved by our team to ensure inventory readiness. Walk-ins without a prior appointment will not be handled immediately.
  • Courier & Logistics Arrangements: If you are unable to visit during our operating hours, you may choose to handle the case via courier service. Please note that ALL round-trip shipping and logistics fees shall be borne solely and fully by the customer. (Exceptional cases where the product was incorrectly shipped by our company are excluded).
  • Handling of Out-of-Warranty Products: We currently DOES NOT provide any paid or unpaid technical repair or maintenance services for products that have exceeded their warranty periods. Furthermore, we DO NOT sell or supply individual components or spare parts. All out-of-warranty products will be handled strictly on an "as-is" basis.
Service Center Information:
  • Address: 13/F, Tai Cheong Factory Building, 3 Wing Ming Street, Cheung Sha Wan, Kowloon, Hong Kong - Qivation Company Limited
  • Operating Hours: Monday to Friday, 10:00 - 18:00
  • Closed on: Saturdays, Sundays, and Public Holidays

*Please bring the original receipt or prepare a proof of purchase (such as a copy or screenshot showing the date and order details) to present to our staff for after-sales service arrangements.

📥 【 3️⃣ Application & Exchange Procedures 】
  1. All post-sales applications MUST be initiated through our official communication channels. Processing can only be arranged after receiving formal approval and an appointment code from our customer service team:
    • Email: Order@qivation.com
    • Official Instant Messaging: WhatsApp / Facebook Messenger / Instagram DM
      (Important Notice: Our company reserves the right to reject and refuse delivery or processing for any parcels sent back unilaterally, or customers who arrive at the service center without explicit prior approval and an appointment.)
  2. When contacting customer service, please provide the following complete information: 1) Order Number, 2) Product Serial Number (if applicable), 3) Clear photos/videos of the current product status, and 4) A detailed description of the damage/defect.
  3. Exchanges are strictly limited to the identical product model. In the event that the required item is sold out, customers may choose to exchange for another item of equivalent value, or receive a store credit voucher of equal value for use exclusively on qivation.com.
  4. We reserves the right to conduct technical testing and inspection on returned products to verify the nature of the issue prior to confirming any exchange.
🔍 【 4️⃣ Other Terms and Conditions 】
  • Non-Exchangeable Scope: Products that have been unsealed and used, or have suffered man-made damage (e.g., unauthorized disassembly, liquid ingress, etc.) are strictly ineligible for exchange. Furthermore, reasonable color variances between product images and actual items, or minor dimensional measurement tolerances do not constitute valid grounds for an exchange.
  • Return of Promotional Gifts: Any promotional gifts or free items bundled with the original order must be returned intact and alongside the original product. Otherwise, We reserves the right to charge the full retail price for any missing or retained gifts.