Refund and Returns Policy

1. Introduction

This Return & Exchange Policy (“Policy”) explains the procedures, eligibility, conditions, and requirements for returning, exchanging, or obtaining a refund for products purchased from Xiangshui Zhenggao Cross‑Border E‑Commerce Co., Ltd. (“Company”, “we”, “us”, “our”).

This Policy applies to all products sold through our Platform, including but not limited to men’s clothing and apparel. By purchasing products from our Platform, you acknowledge that you have read, understood, and agreed to the terms outlined in this Policy.

Our objective is to ensure a fair, transparent, and efficient process for all customers while maintaining product quality and compliance with applicable laws.

2. Eligibility for Returns and Exchanges

2.1 General Eligibility

To be eligible for a return or exchange, the product must meet the following conditions:

  1. The product must have been purchased directly from the Platform.
  2. The return or exchange request must be submitted within the time frame specified on the Platform after the date of delivery.
  3. The product must be in its original condition: unworn, unused, unwashed, undamaged, and with all original tags, labels, and packaging intact.
  4. Proof of purchase, such as a receipt, invoice, or order confirmation, must be provided.

2.2 Non‑Returnable Products

Certain products may be non-returnable due to hygiene, safety, or customization concerns. Examples include:

  • Personalized or customized products
  • Final sale or clearance items clearly marked as non-returnable
  • Items that have been damaged, altered, or improperly handled by the customer

3. Return and Exchange Request Procedures

3.1 Initiating a Return or Exchange

To initiate a return or exchange, the customer must:

  1. Contact the Company through the Platform’s designated return process or account management system within the specified time frame.
  2. Provide the following information:
    • Order number
    • Product name and SKU
    • Reason for return or exchange
    • Photos or documentation if the product is defective or damaged

The Company reserves the right to refuse a return or exchange request that does not comply with the requirements set out in this Policy.

3.2 Return Authorization

Upon receiving your request, the Company will:

  • Review the eligibility of the product for return or exchange
  • Provide a return authorization (RA) number or confirmation
  • Provide instructions for shipping the product back to the Company, including the return address and any specific packaging requirements

Products returned without authorization or RA numbers may be rejected or delayed.

4. Shipping and Delivery of Returned Products

4.1 Return Shipping Responsibilities

Unless the return is due to a product defect, error in fulfillment, or other reason accepted by the Company, the customer is responsible for return shipping costs.

4.2 Packaging and Handling

  • Returned products must be securely packaged to prevent damage during shipping.
  • Include the RA number and proof of purchase inside the package.
  • Retain the shipping receipt or tracking number for your records.

4.3 Shipping Carrier and Method

  • Customers may use a reliable and traceable shipping carrier for returns.
  • The Company is not responsible for lost or damaged packages returned through uninsured or untraceable shipping methods.

5. Refund Policy

5.1 Refund Eligibility

Refunds will only be issued for products that meet all eligibility criteria outlined in Section 2.

5.2 Refund Processing

  • Once the returned product is received and inspected, the Company will notify the customer of the approval or rejection of the refund.
  • Approved refunds will be processed using the original payment method.
  • Refund processing times may vary depending on the payment provider, bank, or credit card company.

5.3 Partial Refunds

  • Partial refunds may be granted if the product is not returned in its original condition, is damaged, missing parts, or shows signs of use.

5.4 Non‑Refundable Charges

  • Shipping fees paid at the time of the original purchase are generally non-refundable unless the return is due to an error or defect caused by the Company.
  • Any customs duties, import taxes, or other fees incurred for international shipments are the responsibility of the customer and are generally non-refundable.

6. Exchange Policy

6.1 Eligibility for Exchange

  • Exchanges are available for the same product in a different size, color, or variant, subject to availability.
  • The product must meet the return eligibility criteria in Section 2.

6.2 Exchange Process

  1. Submit an exchange request through the Platform within the allowed time frame.
  2. Receive a return authorization and instructions for sending back the original product.
  3. Upon receipt and inspection, the Company will process the exchange for the requested item.
  4. If the requested item is out of stock, the Company will notify the customer and offer a refund or store credit.

6.3 Shipping Costs for Exchanges

  • Customers are responsible for shipping costs associated with returning the original product unless the exchange is due to an error or defect caused by the Company.
  • The Company will cover the shipping costs for sending the replacement item in cases of error, defect, or Company liability.

7. Defective or Damaged Products

7.1 Reporting Defects or Damage

  • Defective or damaged products must be reported to the Company within the time frame specified on the Platform from the date of delivery.
  • Provide photographic evidence, order details, and a description of the defect or damage.

7.2 Company Responsibilities

  • The Company will review the reported issue and determine if the product qualifies for a refund, replacement, or repair.
  • If eligible, the Company will cover all return shipping and replacement costs.

7.3 Inspection

  • Returned defective products are subject to inspection.
  • If the product does not meet the defect criteria, the Company reserves the right to reject the claim and return the product at the customer’s expense.

8. Time Frame for Returns and Exchanges

  • The specific time frame within which returns or exchanges must be initiated is clearly stated on the Platform and is typically calculated from the date of delivery.
  • Requests made after the allowed period may be denied.

9. Refund and Exchange Exceptions

  • Products purchased through unauthorized third-party sellers are not eligible for return or exchange under this Policy.
  • Items damaged due to misuse, negligence, or unauthorized repair are not eligible.
  • Gift cards, promotional codes, and bundled items may have separate terms and conditions.

10. International Orders

10.1 Customs and Duties

  • For international shipments, the customer is responsible for all customs duties, taxes, and import fees.
  • These fees are generally non-refundable and will not be covered by the Company unless the return is due to a defect or Company error.

10.2 International Return Shipping

  • Customers must use reliable carriers for international returns and ensure packages are trackable.
  • International returns may be subject to customs inspections, additional fees, or delays.

11. Process for Handling Disputes

  • The Company strives to resolve all return and exchange issues amicably.
  • If a dispute arises, customers should first contact the Company through the Platform’s designated support channels.
  • The Company will review all relevant evidence, including proof of purchase, product photos, and correspondence, to make a fair determination.

12. Contact Information for Returns and Exchanges

For questions or assistance regarding returns or exchanges, you may use the Platform’s designated request process or customer support functions.

Company Name: Xiangshui Zhenggao Cross‑Border E‑Commerce Co., Ltd.
Address: A1‑102, Small and Medium Enterprise Park, Nanhe Town, Xiangshui County, Yancheng City, Jiangsu Province, China

No other contact information is provided, in accordance with the requirement to avoid adding unverified information.

13. Amendments to This Policy

  • The Company reserves the right to update or modify this Return & Exchange Policy at any time.
  • Any changes will be effective immediately upon posting on the Platform.
  • Continued use of the Platform after posting constitutes acceptance of the updated Policy.

14. Legal Compliance

  • This Policy is intended to comply with applicable laws and regulations related to consumer rights, e-commerce, and cross-border sales.
  • In the event of a conflict between this Policy and mandatory legal provisions, the latter shall prevail.

15. Entire Policy

This Return & Exchange Policy constitutes the entire understanding between the Company and the customer regarding returns, exchanges, and refunds. It supersedes all prior statements, policies, or representations related to returns and exchanges for products sold on the Platform.