Return Policy

Global Return & Refund Policy

Effective Date: June 18, 2018

1. Policy Overview

At [Your Brand], we are committed to delivering exceptional products and services. This policy is formulated in accordance with international e-commerce regulations (including the CISG and EU Consumer Rights Directive) to clarify your rights and our obligations.

2. Applicable Products

2.1 Scope of Application

  • All standard products listed on our website.
  • Special Categories:
    • Handcrafted Items (e.g., Suzhou Embroidery Bags): Minor imperfections (e.g., ≤5% uneven stitches) are acceptable, but functional defects will not be tolerated.
    • Custom Orders: Confirmed designs are final and non-refundable.

2.2 Non-Refundable Items

  • Digital products, perishables, or items marked as “Final Sale.”
  • Products that have been used, damaged, or altered without authorization.

3. Grounds for Return

3.1 Mandatory Acceptance

  • Quality Issues: Manufacturing defects, functional failures, or material non-compliance.
  • Shipping Damage: Visible packaging damage confirmed by carrier records.
  • Misrepresentation: Discrepancies between product description and received item (e.g., size, material).

3.2 Optional Returns

  • Subjective Dissatisfaction: Only applicable for pre-approved mismatches (e.g., style, color).
  • Wrong Order: Purchased items selected in error due to buyer mistake.

4. Return Process

Step 1: Initiation

Submit a request through our WhatsApp customer service (+86 15343341331) within 14 days of delivery. Attach:

  • Order number and proof of purchase;
  • Clear photos/videos demonstrating the issue.

Step 2: Seller Response

  • Confirm receipt within 24 hours and provide:
    • A prepaid return label (seller’s responsibility);
    • A quality inspection template and return instructions.

Step 3: Shipping Back

  • Return items in their original packaging with tracking numbers.
  • Special Item Notes:
    • Customized/sensitive items (e.g., embroidered bags) must use insured shipping to prevent moisture or extreme temperature damage.

Step 4: Quality Check & Resolution

  • We conduct inspections within 5 working days and issue a report.
  • Approved refunds will be processed within 10 working days via the original payment method.

5. Cost Allocation

Reason for ReturnShippingTaxes/VATAdditional Costs
Seller ResponsibilityFully reimbursedSeller-assisted tax refundInspection fees borne by seller
Shipping DamageFully reimbursedSeller-assisted tax refundRepair costs borne by seller
Buyer MisuseBuyer’s responsibilityBuyer’s responsibility–
Wrong OrderBuyer’s responsibilityBuyer’s responsibility–

6. Cross-Border Considerations

6.1 Tax Compliance

  • All prices include destination country taxes (e.g., 20% VAT in the EU).

6.2 Local Warehouse Returns

  • Obsolete Inventory Policy: Returned items stored for over 30 days will be purchased back at 5%-15% of original price, then destroyed or donated. Resale is prohibited.

7. Dispute Resolution

  1. Prior Consultation: Contact our 24/7 customer service team via email or WhatsApp.
  2. Legal Action: Pursue claims under the consumer protection laws of your jurisdiction.

8. Seller’s Commitments

  • Authenticity Guarantee: All products come with official brand certifications and anti-counterfeit labels. Scan the QR code to verify authenticity.

9. Policy Amendments

We reserve the right to amend this policy without prior notice, which will be prominently displayed on our website.

10. Contact Information

  • Returns Department:
    • Email: support@xiuxinfang.com
    • Phone:
      • +1 929-566-6852
      • +86 153-4334-1331
    • Address: Contact Our Customer Service
Shopping Cart
Scroll to Top