Refund policy

This Return & Exchange Policy applies to all products purchased from this website. By placing an order on our site, you fully agree to the return, exchange, and after-sales warranty terms listed below. We reserve the right to update this policy without prior notice, and the latest version will take effect immediately once published online.

1. 30-Day No Reason Return Policy

We offer a 30-day no reason return & refund service. Customers can apply for a return request within 30 calendar days from the date you receive your package, with no explanation required.

To be eligible for no-reason return, the item must be unused, unwashed, undamaged, and returned with original packaging, tags, and complete accessories in resalable condition. Customized products, personalized goods, clearance items, and digital products are non-returnable.

2. Return Shipping Cost

For all 30-day no reason returns, the return shipping fee is borne by the customer.

We only cover return shipping fees for returns caused by our side, including product quality issues, wrong item shipment, missing parts, or factory defects. We are not responsible for any freight fees for voluntary customer returns.

3. Official Warranty Coverage

We provide professional after-sales warranty service for all our physical products. The warranty period is classified as follows:

  • Main Unit: 1-Year Full Warranty
    The main body of the product enjoys a 12-month official warranty starting from the delivery date. Within the warranty period, we provide free repair or replacement for any functional failure or quality problem caused by non-human factors.
  • Accessories: 6-Month Warranty
    All original accessories (such as charging cables, adapters, brackets, and spare parts) are covered under a 6-month warranty. Free after-sales service is available for non-human damage or functional faults within the valid period.

4. Paid Maintenance Service (Out of Warranty)

Once the product or accessories exceed the valid warranty period, we still support paid repair services.

Customers can contact our support team to apply for maintenance. We will check the product failure, confirm the repair cost and shipping fee in advance. All maintenance fees and logistics fees for out-of-warranty products are paid by the customer.

5. Warranty Exclusions

The free warranty will become invalid under the following conditions:

  • Product or accessories have exceeded the official warranty period;
  • Damage caused by human factors, including dropping, squeezing, water ingress, collision, or improper use;
  • Unauthorized disassembly, modification, or private repair;
  • Damage caused by abnormal power supply or non-compliant operation;
  • Damaged or removed serial numbers, labels, or anti-counterfeiting marks.

6. Exchange Rules

Free exchange is only available for quality defects, wrong shipments, or missing parts within the warranty period. For 30-day no reason returns, we only support refunds instead of exchanges. If you need a different item, please place a new order after your refund is processed.

7. How to Request a Return and Receive a Refund

To request a return, email service@saintqueen.com within the applicable return period. Include your order number and the item you wish to return; for a damaged, defective, incorrect, or incomplete item, include photos and a brief description. Our customer service team will review the request and provide return authorization, instructions, and the correct return address. Please do not send items back before receiving these instructions, and do not send returns to our Hong Kong registered business address.

Once we receive and inspect an authorized return, we will confirm the outcome by email. Approved refunds will be issued to the original payment method within 5–10 business days after receipt and inspection. Your bank or payment provider may take additional time to post the credit. Return shipping costs remain as described in Section 2 above.

8. Contact Us

If you have any questions regarding returns, refunds, exchanges, warranty, or paid repairs, please email service@saintqueen.com. We aim to reply within 24 business hours.