Terms and Policies

I. Core Return Rules 
(1) Return Timeframes
  1. Regular Products: Returns can be requested within 30 calendar days from the order’s delivery completion date (supports preset timeframes in Shopify Admin, adjustable to 14/90 days as needed);
  1. Customized Products/Intimate Apparel: No returns accepted for non-quality issues (must be set as "Final Sale" in Shopify Admin);
  1. Return Shipment Deadline: Returned items must be shipped within 7 calendar days after approval; failure to do so will be deemed a voluntary waiver of return rights.
(2) Return Eligibility
  1. Eligible for Return:
  • Product quality issues (damage, performance defects, significant discrepancies between material/specifications and product description);
  • Merchant/logistics errors (wrong item shipped, missing items, transit damage – proof of abnormal at time of delivery required);
  • 7-Day Free Return: Within 7 days of receipt, products must be unused, in original packaging, and resalable.
  1. Ineligible for Return (must be marked as "Final Sale" on Shopify):
  • Customized products (including personalized printing, engraving, custom sizing);
  • Intimate apparel (underwear, swimwear, socks, etc. – non-quality issues);
  • Used/resale-impaired products (e.g., washed clothing, removed tags, missing accessories);
  • Clearance items (explicitly labeled "No Returns/Exchanges" as final sale on product pages);
  • Digital products (memberships, activation codes, electronic tutorials, etc.).
II. Shopify Self-Service Return Process
(1) Customer Application Steps
  1. Log in to the Shopify store account and navigate to "Order Management - Return Request";
  1. Select the order for return, fill in the return reason (system preset options + custom input), and upload supporting documents (photos of defective products/proof of logistics anomalies);
  1. Submit the application and wait for automatic system verification or customer service review (supports setting "Auto-approve eligible returns" in Shopify Admin).
(2) Platform Processing Flow
  1. Review Timeframe: Eligible applications approved within 1-2 business days; rejected applications will include clear reasons (supplementary materials can be submitted for reapplication);
  1. Return Label: After approval, the system automatically sends the return address and optional return label (supports setting "Free Return Label" or "Customer-purchased Label" in Shopify);
  1. Product Inspection: Merchants complete inspection within 3 business days of receipt; refunds initiated upon confirmation of return eligibility;
  1. Refund Crediting: Refunds will be issued via the original payment method. Credit timelines follow the payment provider’s rules (refund status viewable in Shopify Admin).
III. Shipping & Handling Fee Rules (Compatible with Shopify Custom Settings)
(1) Shipping Fee Responsibility
  1. Merchant Liability (quality issues, wrong/missing items): Merchant covers return shipping costs; prepaid return labels can be provided;
  1. Free Returns/ Customer Responsibility: Customer covers return shipping costs (supports setting "Fixed Return Shipping Fee" or "Customer-purchased Label" in Shopify Admin);
  1. Refused Delivery/Incorrect Address: Customer bears both outbound and return shipping costs.
(2) Return Handling Fees
  1. Regular Returns: No handling fees; full refund of the actual product payment amount;
  1. Special Cases: For returns of customized products due to quality issues, 20% of the customization cost will be deducted (handling fee percentage configurable in Shopify Admin, applicable only to defective customized products).
IV. Supplementary Rules for Special Categories
(1) Electronics/Home Appliances
  1. Free returns require original packaging, complete accessories, and unused/unactivated status (e.g., phones not inserted with SIM cards, computers not system-activated);
  1. If the same defect occurs after replacement for quality issues, returns can be requested within 30 days of replacement (in compliance with national "Three Guarantees" policy).
(2) Apparel/Accessories
  1. Size mismatches fall under free return eligibility; customer covers shipping costs;
  1. Minor color differences, loose threads, or insignificant defects that do not affect use are not considered quality issues and are ineligible for free returns.
(3) Furniture/Large Items
  1. Returns require prior customer service confirmation of logistics plans; unauthorized returns are prohibited;
  1. For non-quality returns, round-trip logistics costs and packaging damage fees for large items will be deducted (standards must be disclosed on product pages in advance).
V. Shopify Admin Setup Guide
  1. Log in to Shopify Admin, go to "Settings - Policies - Return Rules", and configure as follows:
  • Return Period: Select "30 days" (adjustable as needed);
  • Return Shipping: Set "Free returns for merchant liability; customer-paid returns for free return requests";
  • Final Sale Products: Add categories including customized items, intimate apparel, clearance products, etc.;
  • Handling Fees: Enable "Customized Product Quality Return Handling Fee" as needed (maximum 20% recommended).
  1. Add the policy link to the store menu and checkout page footer (Shopify automatically syncs to the Policies section).
VI. Dispute Resolution & Supplementary Provisions
  1. Return Disputes: If customers and merchants fail to reach an agreement, disputes can be submitted via Shopify’s "After-sales Mediation" function with supporting evidence; the platform will make a ruling based on order information and documentation;
  1. Rule Changes: Revised return rules apply only to orders placed after the change date and are not retroactive to historical orders.