Refund policy
Refund Policy
1. General Principles
Apparel and bags are non-consumable goods. For items that do not affect secondary sales, we support 7-day unconditional returns and exchanges. If the product has quality issues, it will be handled in accordance with the relevant terms of this policy.
2. Return and Exchange Conditions
2.1 7-Day Unconditional Return/Exchange (Not Affecting Secondary Sales)
Eligibility:
The product and its packaging are intact and undamaged, unworn/unused, unwashed, free of stains and odors
Price tags, labels, and original packaging are complete and intact
The request is made within 7 days from the date of receipt
Not applicable to intimate apparel (underwear, swimwear, etc.)
Procedure:
Customer contacts customer service and provides order information
Follow customer service instructions to return the product to the designated return address
Return shipping costs are borne by the customer (for non-quality-related returns)
Customer service will complete quality inspection and refund processing within 3 business days after receiving the returned goods
Refund Method:
After approval, a full refund will be issued via the original payment method, or converted to platform store credit (customer's choice)
2.2 Quality-Related Return/Exchange
Eligibility:
The product has one or more of the following quality issues:
Fabric holes, loose seams, snags, severe pilling
Uneven dyeing, severe color deviation (obviously inconsistent with product images)
Accessory damage (zipper sticking/detachment, missing buttons, hardware rusting, etc.)
Significant size discrepancy (deviation exceeding 3cm from the size chart on the product details page)
Other quality issues caused by non-human factors that affect normal wear/use
Procedure:
Customer contacts customer service within 7 days from the date of receipt
Provide photos/videos (clearly showing the defective area) along with order information
Customer service will complete the review within 24 hours during working hours (9:00 AM – 5:00 PM)
After approval, the customer returns the product as instructed (return shipping costs are borne by the platform; customer pays upfront and is reimbursed with the shipping receipt)
Refund/exchange will be processed within 3 business days after the returned product is received
Resolution Options (customer's choice):
Exchange: Exchange for the same style and color (subject to stock availability)
Refund: Full refund via the original payment method
Partial Refund: For minor quality issues, a partial compensation may be negotiated, and the customer keeps the product
3. Subsequent Return/Exchange Handling (For Customers with Recurring Requests)
Eligibility:
This applies when the same customer submits a second or further return/exchange request within 30 days (regardless of whether it is a quality issue), triggering risk control review.
Procedure:
Customer must provide more detailed proof (photos/videos from multiple angles; unboxing video may be required if necessary)
Customer service will conduct an escalated review (supervisor approval required), with the review time extended to 48 hours
After approval, the return/exchange will be processed according to the normal procedure
Additional Measures (applicable as deemed appropriate):
Subsequent orders from this customer will be marked "Pre-Delivery Quality Check," meaning the warehouse will perform an additional quality inspection before shipment
If the same customer submits a third or further return/exchange request within 90 days, the platform reserves the right to suspend certain after-sales privileges for that customer (e.g., converting to manual review, extending review cycles, etc.) until both parties communicate and confirm a resolution
4. Non-Returnable/Non-Exchangeable Circumstances
Affecting secondary sales: The product has been worn/used, washed, tags removed, stained, or has man-made damage
Man-made damage: Damage caused by improper use, incorrect washing methods (e.g., hand-washing a dry-clean-only item), self-modification/alteration
Exceeding the time limit: The customer has not contacted customer service within 7 days of receipt (for quality issues) / has not sent back the returned product within 15 days
Insufficient evidence: Failure to provide photos/videos of the issue or valid order information
Incomplete packaging: Original packaging, price tags, labels are missing (affecting secondary sales)
Out-of-season products: If the same style is out of stock/discontinued at the time of exchange, only a refund will be issued; a forced exchange will not be supported
Color/shade or texture differences: Minor color variations due to different display devices, or personal preference regarding fabric texture, which are not quality issues
Size selection error: The customer has chosen the wrong size and the product still affects secondary sales. A 7-day unconditional return is supported (customer bears shipping costs), but a free exchange is not supported.