At QOSMILYO, we aim to provide a clear, considerate, and reliable return experience that reflects our commitment to sculptural design, material integrity, and thoughtful customer care.

This Return & Refund Policy applies to eligible purchases made through qosmilyo.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at service@qosmilyo.com. Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address information.

Please do not send products back without contacting us first. Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be unused or in like-new condition, free from customer-caused damage, and unaltered.

Products should be returned with all original components, included accessories, product inserts, and instructions where applicable. Original protective materials and packaging should also be included where reasonably possible.

Proof of purchase, such as an order number or order confirmation, may be required.

Because QOSMILYO offers sculptural objects featuring distinctive forms, natural stone surfaces, decorative details, and a variety of materials and finishes, returned products should be packaged carefully to help prevent damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of excessive use, misuse, customer-caused scratches, cracks, breakage, or other damage. Unauthorized repairs, modifications, missing accessories, missing components, and damage caused by improper cleaning, storage, handling, or use may also affect return eligibility.

For sculptural objects, eligibility may depend on whether the product has been damaged, modified, or handled beyond what was reasonably necessary to inspect or evaluate it, subject to applicable law and product-specific return conditions.

Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary for inspection, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns. These may include customized or personalized products, gift cards, products clearly marked as final sale, products damaged through misuse or improper handling, products modified or repaired without authorization, products missing significant components because of customer handling, and other products expressly identified as non-returnable before purchase.

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your QOSMILYO order promptly after delivery.

Our collections include sculptural objects that may feature natural stone, distinctive surface finishes, intricate forms, decorative components, or other delicate details. Careful inspection helps identify any issues that may have occurred during transportation or fulfillment.

If your order arrives broken, damaged, defective, incorrect, or incomplete, or if accessories or components are missing, please contact us as soon as reasonably possible.

To help us review the issue, please provide your order number, product name, clear photographs of the product, photographs of the inner protective packaging and outer shipping package, and a photograph of the shipping label where available. A short video may also be helpful when it provides additional information about the product's condition or the nature of the issue.

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before Return

For certain product-related concerns, our customer support team may first request reasonable checks or additional information to better understand the issue.

These may include reviewing the product's assembly, examining the affected surface or structural details, checking the condition of included components, reviewing product instructions, or confirming whether the reported condition corresponds to the product description.

For sculptural pieces, we may request photographs of the overall object, the affected area, and relevant packaging to help determine the nature of the issue.

You are not required to continue handling or using any product that appears damaged, unsafe, or unsuitable for continued use. Please do not attempt repairs, disassembly, or modifications that could cause further damage.

7. Return Shipping Costs

For preference-based returns, including a change of mind, an incorrect product selection by the customer, no longer wanting the product, a product not matching personal preferences, or other reasons not caused by an error on our part, customers are generally responsible for return shipping costs where permitted by applicable law.

If QOSMILYO confirms that a product was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise eligible for seller-paid return costs under applicable law, we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless otherwise expressly stated by QOSMILYO, the return results from an error on our part, the product was defective, damaged, or incorrectly supplied, or applicable law requires reimbursement.

Any refund of original shipping charges will be handled in accordance with the circumstances of the return and applicable legal requirements.

9. Return Address

Return addresses may vary depending on the product type, fulfillment location, customer destination, warehouse location, logistics arrangements, and nature of the return.

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address and applicable instructions will be provided after your return request has been reviewed and approved.

10. Return Packaging

QOSMILYO products may feature natural stone surfaces, sculptural contours, delicate decorative details, or other material characteristics that require careful handling during transportation.

Customers should package returned products carefully to reduce the risk of damage during return shipping.

Where reasonably possible, please include the main product, all originally supplied accessories and detachable components, product inserts or instructions where included, original protective materials, original product packaging, and any other items originally included with the order.

Sculptural objects should be adequately protected against movement, impact, pressure, scratching, and breakage inside the package. Particular care should be taken with protruding forms, narrow elements, delicate finishes, and natural stone edges.

Customers are responsible for ensuring that preference-based returns are adequately packaged for shipping.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components or accessories originally supplied with the order.

Depending on the product, these may include detachable decorative elements, mounting accessories, product manuals, protective packaging, display components, or other included accessories.

Any deduction will be based on the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm the product's identity, return eligibility, condition, reason for return, included accessories, and completeness.

The inspection may also consider the condition of the object's structure, surfaces, materials, finishes, and other relevant product details.

Approval of a return request does not necessarily mean that a refund has been approved before the returned product has been received and inspected.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once QOSMILYO issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from missing accessories, missing components, excessive use, customer-caused scratches, cracks, breakage, or other damage.

Deductions may also apply where relevant to unauthorized modifications, unauthorized repairs, improper cleaning, improper handling, or damage caused after delivery.

Any deduction will be assessed according to the individual circumstances of the return, the condition of the product, and applicable law.

15. Exchanges

Exchange availability depends on current product availability and inventory.

QOSMILYO products may vary in dimensions, materials, colors, finishes, sculptural forms, and design details. The preferred replacement may not always be available.

Where direct exchanges are unavailable, the most practical option may be to request a return for the eligible original product, complete the approved return process, and place a new order for the preferred product.

Please contact customer support before returning a product for exchange so that we can review your request and explain the available options.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Email: service@qosmilyo.com

We will make reasonable efforts to assist before fulfillment begins. However, we cannot guarantee cancellation once the order has entered processing, picking or packing, protective packaging, fulfillment, shipping preparation, or dispatch.

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution or payment provider may require additional processing time before the refund appears in your account.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so that we can review the shipment status, carrier charges, product condition, return eligibility, and other relevant circumstances.

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.

19. International Returns

International returns may involve additional shipping costs, customs procedures, carrier requirements, documentation, and transit time.

Sculptural objects, particularly those featuring natural stone, delicate finishes, or intricate forms, may also require additional protective packaging for international return transportation.

Please contact us before sending any international return. Our team will provide the applicable instructions and return address where the return is approved.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to defective products, product conformity, damaged products, repairs, replacements, returns, refunds, and cancellation or withdrawal rights.

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or order cancellation, please contact our customer support team through the official channel below.

Brand: QOSMILYO

Website: qosmilyo.com

Legal Entity: Xuzhou Xiangfurui Trading Co., Ltd.

Registered Business Address: A-7K03-9, Chenggong Building, 16 Zhongshan South Road, Quanshan District, Xuzhou City, Jiangsu Province, China.

Unified Social Credit Code: 91320311MAEF0MQ529

Customer Support Email: service@qosmilyo.com

For order-related inquiries, please include your order number and the email address used at checkout.

For damaged products, defective items, or other product-related concerns, please include clear photographs and videos where relevant. This information will help our team review your request more efficiently.

Please do not send complete credit card information, CVV or security codes, or account passwords by email.

qosmilyo.com is owned and operated by Xuzhou Xiangfurui Trading Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.

At QOSMILYO, we value the relationship between an object, its materials, and the space it inhabits. We approach every return inquiry with care, attention to detail, and respect for your experience with our collections.

QOSMILYO — Sculptural Forms. Natural Materials. Artful Living.