Website: qq-shop.com Last Updated: September 8, 2026

This Refunds and Returns Policy (“Policy”) applies to all purchases made on qq-shop.com (the “Site”), operated by TRUEGRADE LABS LIMITED, Unit B, 11/F Yam Tze Commercial Building, 23 Thomson Road, Wan Chai, Hong Kong (“Company,” “we,” “us,” or “our”). This Policy should be read together with our Terms and Conditions, including the Research Use Only (“RUO”) restrictions applicable to all Products. By placing an order on the Site, you agree to this Policy.

1. General Policy — All Sales Are Final

Because our Products are chemical/biochemical research materials that are sensitive to handling, storage, and environmental exposure once they leave our facility, all sales are final except as expressly provided in this Policy. We are unable to accept returns or issue refunds simply due to a change of mind, ordering the wrong item by customer error, or delayed shipping caused by circumstances outside our control.

2. Eligible Circumstances for a Refund, Replacement, or Credit

We will consider a refund, replacement, or store credit — at our sole discretion — only in the following circumstances:

2.1 Shipping Damage. If your order arrives visibly damaged, leaking, or with compromised packaging, you must report this to us within 2 days of the delivery date shown by the carrier’s tracking record. Your report must include:

  • Your order number;
  • Clear photographs of the damaged product(s) and the original shipping packaging/box (including the shipping label); and
  • A brief description of the damage.

Claims submitted after the 2-day window, or without sufficient photographic evidence, will not be eligible for a refund or replacement.

2.2 Incorrect Item Shipped. If you receive a product that does not match your order confirmation, contact us within 2 days of delivery with your order number and a photo of the item(s) received. We will arrange a correction, replacement, or refund once the error is verified.

2.3 Verified Quality/Purity Failure. If you have a documented, verifiable concern regarding the purity or quality of a Product as measured against its accompanying Certificate of Analysis (“COA”), contact us with your order number, the COA in question, and your own third-party lab analysis (where available) supporting the dispute. Verified quality failures will be evaluated on a case-by-case basis.

2.4 Order Not Received. If tracking shows a delivery failure, or your order does not arrive within the carrier’s expected delivery window, contact us so we can investigate with the carrier. Refunds or reshipment for lost-in-transit orders will only be issued after the carrier’s investigation confirms non-delivery.

3. Non-Eligible Circumstances

Refunds, replacements, or returns will not be issued for:

  • Products that have been opened, used, reconstituted, or altered in any way;
  • Products that were improperly stored or handled after delivery (see your Product’s technical/storage information);
  • Damage, degradation, or loss of potency resulting from customer mishandling, incorrect storage temperature, or delayed pickup from a shipping facility;
  • Change of mind, duplicate orders placed in error, or incorrect shipping address provided by the customer;
  • Orders where the Company reasonably suspects the Products were used, or are intended to be used, for any purpose other than permitted laboratory research under our Terms and Conditions;
  • Orders affected by customs seizure, refusal, or destruction due to import restrictions in the destination state, where the customer failed to verify legality of importation prior to ordering;
  • Any Product explicitly marked as final sale, clearance, or non-returnable at the time of purchase.

4. How to Request a Refund or Replacement

To initiate a claim under this Policy:

  1. Email [email protected] within the applicable timeframe stated in Section 2, using the subject line “Refund/Replacement Request – Order #[Your Order Number].”
  2. Include your order number, a description of the issue, and any required photographic or documentary evidence.
  3. Our support team will review your claim and respond within 5 business days with a decision or a request for additional information.
  4. If approved, we will notify you whether the resolution will be a replacement shipment, store credit, or refund to your original payment method.

5. Approved Returns

If we authorize a physical return of a Product (which will be communicated to you in writing), you must:

  • Return the Product in its original packaging, unopened and unused, unless otherwise instructed;
  • Ship the item using a trackable shipping method within 7 days of receiving return authorization;
  • Note that the customer is responsible for return shipping costs unless the return is due to our error (incorrect item shipped) or verified shipping damage.

Products returned without prior authorization from our support team may be refused or subject to a restocking fee.

6. Refund Processing

Approved refunds will be issued to the original payment method used at checkout. Please allow up to 5 business days for the refund to be processed on our end, plus additional time for your bank or card issuer to post the credit to your account. Shipping fees are non-refundable except where the return is due to our error or verified shipping damage.

7. Order Cancellations

Order cancellation requests may be accommodated only if the order has not yet been processed or shipped. Once an order has entered fulfillment or shipped, it is subject to the terms of this Policy and cannot be cancelled. Contact us as soon as possible at [email protected] if you need to request a cancellation.

8. Domestic (US) Shipping Only

The Site ships exclusively within the United States. It is the customer’s responsibility to confirm that the purchase, possession, and use of RUO Products complies with the laws of their specific US state prior to placing an order. We are not responsible for orders delayed, seized, or refused due to state-level restrictions on research chemicals, and such circumstances are not grounds for a refund under this Policy.

9. Contact Us

For all refund, return, or replacement inquiries:

email: [email protected]

10. Changes to This Policy

We reserve the right to update or modify this Policy at any time. Changes will be posted on this page with a revised “Last Updated” date. The Policy in effect at the time you place your order will govern that order.