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🏢 Official Entity and Contact Information

To provide transparent and compliant services to Australian consumers, the following information regarding the platform's operating entity is disclosed:

Company Name: Kunming Guolian Trading Co., Ltd.

Legal Representative: Ning Chuanguo

Unified Social Credit Code: 91530111MAE77RXA2G

Company Address: Shop No. 21, Zijun Village, Zijun Community Residents Committee, Yiliu Subdistrict Office, Guandu District, Kunming City, Yunnan Province

Contact Number: +86 15978986940

Contact Email: service@mail.fkvqrom.com

At fkvqrom.com, we take pride in the quality and durability of our home goods and daily merchandise. We want you to shop with confidence. This Warranty Policy outlines your rights and our obligations regarding product guarantees, in strict compliance with the Australian Consumer Law (ACL).

1. Australian Consumer Law (ACL) Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Standard Warranty Period

In addition to your statutory rights under the ACL, fkvqrom.com offers a 12-Month Limited Warranty on applicable household products, starting from the date you receive your order (Standard delivery time is 5-7 days after our 1-2 days order processing).

Please note: Consumable items (e.g., cleaning supplies) and personal hygiene products may not be covered by a 12-month warranty due to their intended single-use or short-term nature, but they are still protected against immediate manufacturing defects upon arrival.

3. What is Covered?

Our warranty covers:

  • Manufacturing Defects: Faults in materials or workmanship that existed at the time of purchase.
  • Functional Failures: The product fails to perform its intended basic function under normal household use.
  • Significantly Not as Described: The item materially differs from the description or sample shown on our website.

    • 4. What is NOT Covered? (Exceptions)

    This warranty does not apply to:

  • Normal Wear and Tear: Degradation or cosmetic damage (e.g., scratches, fading, piling of fabrics) resulting from regular use over time.
  • Misuse or Negligence: Damage caused by improper assembly, failure to follow care instructions, improper washing, or using the item outside of standard domestic environments.
  • Accidental Damage & Transit Damage: If you drop or break an item, it is not covered. Note: For damages occurring during delivery, this is covered by our optional 2% Shipping Insurance. If you purchased this insurance at checkout, we will immediately replace or refund transit-damaged goods.
  • Change of Mind: If you simply decide you no longer want the product, this falls under our 14-Day Return Policy, not this warranty policy.

    • 5. How to Make a Warranty Claim (4-Step Process)

    If you believe your item has a manufacturing defect, please follow these steps:

  • Contact Us: Email our Customer Service team at service@mail.fkvqrom.com with the subject line "Warranty Claim - Order #[Your Order Number]".
  • Provide Evidence: Include a clear description of the fault, along with high-quality photos or a short video demonstrating the issue.
  • Assessment: Our team will review your claim within 1-2 business days. If we need to inspect the item physically, we will provide you with a return address. (If the item is confirmed to have a major defect, we will cover the return shipping costs).
  • Resolution: Once approved, we will offer you one of the following remedies:

    • 6. Warranty Refunds

    If a warranty claim results in a refund:

  • The funds will be returned strictly to your original payment method used at checkout (American Express, MasterCard, Visa, PayPal, or Afterpay).
  • Please allow up to 7 business days for the refund to be processed and appear in your account.
  • Note: The 2% Shipping Insurance fee paid on the original order is non-refundable.


    • 7. Contact & Support

    If you have any questions about your product's warranty or need assistance troubleshooting an item, please reach out to us:

  • Email: service@mail.fkvqrom.com
  • Phone: +86 15978986940

    • Our customer service team is available Monday to Friday, 9:00 AM to 6:00 PM (UTC+8). This translates to:

    Australian Eastern Standard Time (AEST, non-Daylight Saving Time): 11:00 AM to 8:00 PM

    Australian Eastern Daylight Saving Time (AEDT, Daylight Saving Time): 12:00 PM to 9:00 PM

    (Closed on weekends and public holidays. Inquiries submitted during these times will be prioritized for processing on the next business day.)