Refund & Return Policy

Effective Date: April 1, 2026 

Last Updated: October 20, 2026

This Return & Refund Policy applies to all purchases made on the website www.qiluz.com (the “Site”), operated by Shenzhen Bangdao Technology Co., Ltd., trading as QILUZ  (“we”, “us”, “our”). This policy sets out the terms and conditions for returns, exchanges and refunds for action cameras, accessories and other products sold on our Site.

By placing an order with us, you agree to the terms of this Return & Refund Policy.

1. Eligibility for Returns

You may request to return most unused, unopened and undamaged products within 30 calendar days from the date you receive the item. For EU / UK customers: You have the statutory 14-day cooling-off period to cancel your order without giving any reason, starting from the day you receive the goods. Our 30-day return window is more generous than the legal minimum.

To be eligible for return:

1. The product must be in original condition, unused, unmarked, with all original packaging, boxes, cables, accessories, manuals and protective stickers intact.
2. The product must not show signs of heavy use, water damage, impact damage, scratches, modification or disassembly.
3. Serial numbers, labels and security seals must not be removed, altered or broken.
4. Customized, engraved, special-order or clearance marked final-sale items are non-returnable and non-refundable, unless defective on arrival.
5. Downloadable digital products, gift cards are final sale and cannot be returned or refunded.

Important note for action cameras: Once the waterproof housing or camera has been submerged in water, used for recording, or suffered physical impact, it cannot be returned for change-of-mind returns. It may only be considered under our limited warranty if there is a manufacturing defect.

2. How to Start a Return

Before sending any item back, you must submit a return request to us first. Unauthorised returns sent without prior approval may be rejected or delayed.

Contact us to apply for return authorization: Email: info@qiluz.com Contact Person: Mr. Liu Phone: +86 15220281508

Please include in your message:

• Your order number
• Full name
• Item SKU / product name
• Reason for return
• Photos or short video of the product and packaging (if damaged or defective)

We will review your request and send you a Return Merchandise Authorization number (RMA number) and return shipping instructions within 2–3 business days. Please clearly mark the RMA number on the outside of your return parcel. Parcels without a valid RMA number may be refused.

3. Return Shipping Costs

Change-of-mind returns (you simply do not want the product)

You are responsible for all return shipping fees, customs duties, import taxes and any other charges incurred when sending the goods back to our designated return address. Original shipping charges paid when you placed the order are non-refundable.

Defective, wrong item or damaged on arrival

If the product arrives defective, broken, or we shipped the wrong item due to our mistake: We will cover reasonable return shipping cost after verification. We may provide a prepaid shipping label or reimburse your shipping cost after we receive and inspect the returned goods. Proof of shipping cost (receipt) may be required.

Import duties & taxes

For international customers: Any import VAT, customs duties or brokerage fees paid when you receive the goods are generally not refundable by us. You will need to check with your local customs authority for duty/tax refund procedures.

4. Return Inspection Process

Once we receive your returned package, our quality team will inspect the item within 5–7 business days.

• If the item passes inspection and meets return requirements: We will proceed with your refund or exchange.
• If the item fails inspection (used, damaged, missing accessories, broken seals): We will notify you and may return the item back to you at your cost, or reject your refund request.

5. Refund Details

Refund Method

Refunds will be issued back to your original payment method (Stripe, PayPal or other payment gateway you used at checkout). We cannot issue refunds to a different payment account.

Refund Timeline

After inspection approval:

• PayPal refunds: Usually process within 3–7 business days
• Credit card refunds: May take 7–14 business days to show up in your account, depending on your card issuer’s processing speed.

Partial Refunds

We reserve the right to issue partial refunds if accessories, original packaging or parts are missing, or the product has minor signs of use. The amount will be calculated based on the reduced value of the goods.

6. Exchange

If you want to exchange your product for another model, colour or accessory instead of a refund: You can select exchange during your RMA application. You will need to send back the original item following our return instructions. After inspection passes, we will ship the replacement item to you. Price differences: If the new item is more expensive, you pay the difference. If cheaper, we refund the price difference. Shipping rules for exchanges follow the same shipping cost rules as returns above.

7. Warranty Returns (Different from Standard Return Policy)

This Return & Refund Policy covers change-of-mind and arrival damage returns. Manufacturing defects after normal use outside the 30-day return window are handled under our Limited Warranty Policy, not this return policy. Our standard warranty period for QILUZ action cameras is 12 months from delivery date. Warranty claims do not automatically equal free return or full refund; we typically repair or replace defective units first.

8. Damaged or Lost Shipment

If your parcel is lost in transit or visibly damaged when delivered: Please take photos of the outer packaging, shipping label and damaged contents immediately, and contact us within 48 hours of delivery. We will work with the shipping carrier to investigate. Claims submitted later than 48 hours after delivery may not be supported.

9. Exclusions

We do not accept returns or offer refunds for:

• Damage caused by accident, misuse, abuse, improper installation, water ingress due to incorrect waterproof installation, dropping, impact
• Damage caused by unauthorized disassembly, modification, firmware flashing from unofficial sources
• Normal wear and tear
• Products purchased from third-party resellers, not directly from www.qiluz.com
• Items lost or stolen after successful delivery to the address you provided

10. Right to Modify

We reserve the right to update this Return & Refund Policy at any time. Changes will take effect once posted on this page, with the “Last Updated” date revised. Changes will not apply retroactively to orders placed before the update date.

11. Contact

If you have any questions about this Return & Refund Policy, please contact: 

Email: info@qiluz.com 

Contact Person: Mr. Liu 

Phone: +86 15220281508 

Postal Address: No.49, Liuli West, Huaqiao Town, Wuxue City, Hubei Province, China