🏢 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 are committed to providing you with high-quality household goods and a worry-free shopping experience. This Return & Refund Policy strictly complies with the Australian Consumer Law (ACL). If you are not completely satisfied with your purchase, please read the following policy to understand your rights and our procedures.
1. Return Window
- Standard Returns: You have the right to request a return or exchange within 14 calendar days from the date of receiving your order, whether for quality issues or a change of mind. Requests made after 14 days will not be accepted for standard returns.
- Statutory Rights: This 14-day window does not limit your statutory rights under the Australian Consumer Law. If a product has a "Major Failure," you are still entitled to a full refund or a replacement within a reasonable timeframe under the law.
2. Return Conditions & Shipping Costs
We process returns based on the reason for the return and have introduced a "Shipping Insurance" mechanism to protect your rights:
| Return Reason | Conditions & Requirements | Who Pays the Return Shipping? |
|---|---|---|
| Quality Issues / Seller's Fault | Product is damaged, defective, or the wrong item/color was sent. (Photo or video proof required). | We cover the full cost. (If you purchased Shipping Insurance, the insurance covers it). |
| Change of Mind / Personal Reasons | Bought the wrong size, don't like it, etc. Prerequisite: The item must be unopened, unused, with original packaging intact, and in resalable condition. | Customer is responsible. (⚠️ If you purchased "Shipping Insurance" for 2% of the order value at checkout, the return shipping is fully covered by insurance!) |
⚠️ Non-Returnable Items (Exceptions):
For health, safety, and hygiene reasons, the following items cannot be returned for "change of mind" unless they have a major quality defect:
- Opened personal household items (e.g., bedsheets, quilt covers, pillowcases, bath towels)
- Consumable household cleaning products
- Custom-made or personalized items
3. Standard Return Process (4 Steps)
- Submit a Request: Within 14 days of receipt, email our customer service at service@mail.fkvqrom.com. Please use the subject line "Return/Exchange Request + Your Order Number" and explain the reason for the return (please attach clear photos/videos if it is a quality issue).
- Review & Approval: Our team will review your request within 1 business day. Once approved, we will email you a Return Merchandise Authorization (RMA) and the address of our nearest return warehouse.
- Ship the Item Back: Please dispatch the item within 7 days of receiving the return address and reply to our email with the tracking number. Note: Please pack the item securely. Any secondary damage caused by poor packaging during transit may affect your refund.
- Inspection & Resolution: Once our warehouse receives the returned item, we will conduct a quality inspection within 1-2 business days. If everything is in order, we will immediately process your refund or dispatch the replacement.
4. Refund Processing & Timelines
- Processing Time: Once the inspection is passed, refunds will be processed within 7 business days to your original method of payment (American Express, MasterCard, Visa, PayPal, Afterpay).
- Arrival Time: The actual time it takes for the funds to appear in your account depends on your bank or payment provider, which usually takes an additional 2-5 business days.
- Afterpay Refunds: If you paid using Afterpay, the refund will be returned to your Afterpay account according to Afterpay's platform rules, and your future installments will be automatically adjusted or canceled.
- Non-Refundable Fees: The Shipping Insurance fee (2% of the order amount) and any remote area shipping surcharges paid during the original order are non-refundable.
Part 2: fkvqrom.com Frequently Asked Questions (FAQ)
To help you quickly understand our services in the Australian market, we have compiled answers to our most frequently asked questions.
💳 Payments & Orders
Q1: What payment methods do you accept? Are they secure?
A: We support a variety of mainstream secure payment methods, including American Express, MasterCard, Visa, PayPal, and Afterpay. All payment data is encrypted and processed by PCI-DSS certified third-party payment gateways. We do not store any of your credit card information, ensuring 100% security for your funds.
Q2: How long does it take to process my order?
A: After your order is successfully placed and paid, we will process, pack, and dispatch it within 1-2 business days. Orders are not dispatched on weekends or public holidays (in China or Australia).
Q3: What is "Shipping Insurance" and how much does it cost?
A: Shipping Insurance is an optional value-added service offered at checkout, charged at 2% of your total order amount. By purchasing this insurance, you are fully covered for lost or damaged parcels during transit. Furthermore, if you wish to return an item for personal reasons (change of mind), the return shipping cost will also be covered by this insurance, giving you complete peace of mind.
📦 Shipping & Delivery
Q4: How many days will it take to receive my goods after dispatch?
A: Once dispatched from our warehouse, delivery to most areas in Australia takes 5-7 business days. If you live in a remote area (e.g., parts of WA or NT), delivery may take an additional 2-3 business days.
Q5: What should I do if my parcel is lost or damaged in transit?
A: Please inspect your parcel carefully upon delivery. If you notice severe damage, please reject the parcel and contact us immediately. If you purchased the Shipping Insurance, all transit-related loss or damage is fully covered, and we will unconditionally resend a new item for free or provide a full refund.
🔄 Returns & Customer Support
Q6: Can I return an item if I am not satisfied?
A: Yes! We offer a 14-day return window. As long as the item is unused, unopened, and in resalable condition, you can apply for a return. (Please refer to our Return & Refund Policy for full details).
Q7: How long does it take to get my refund?
A: Once our warehouse receives and inspects your returned item, the refund will be processed and sent back to your original payment account within 7 business days.
Q8: How can I contact your customer service team?
A: If you have any questions, feel free to reach out to us:
- Email: service@mail.fkvqrom.com
- Phone: +86 15978986940
