Return & Refund Policy
1. Overview
We want you to be satisfied with your purchase. If you need to return or exchange an item, please follow the instructions below.
2. Return Window & Eligibility
- Standard return window: 30 days from the delivery date (unless otherwise stated in the product listing).
- Items must be returned in original, unused condition, with tags and packaging intact.
- Proof of purchase (order number) is required.
3. Non-Returnable Items
We generally cannot accept returns for:
- Items marked “Final Sale” or clearance (explicitly labeled).
- Products showing signs of wear, misuse, or damage by the customer.
- Customized or personalized items (unless defective).
4. Defective, Damaged or Incorrect Items
If your item is defective, damaged in transit, or incorrect, contact support@cheniao.shop within 14 days of delivery with photos and order details. We will evaluate and, where appropriate, offer repair, replacement, or full refund. In most cases for defects/shipper damage, we will cover return shipping.
5. How to Initiate a Return
- Email support@cheniao.shop with your order number, reason for return, and photos (if applicable).
- Wait for return authorization and instructions — do not ship without approval.
- Pack item securely and ship using the carrier instructed. Keep tracking information and proof of postage.
6. Return Shipping Costs
- For change-of-mind returns, customers are responsible for return shipping and any customs charges.
- For defective or incorrect shipments, we will provide a prepaid return label or reimburse reasonable return shipping costs.
7. Refund Processing
- Once we receive and inspect the returned item, we will process refunds to the original payment method within 5–10 business days.
- Timing for the refund to appear in your account depends on the payment provider/bank.
8. Exchanges
- Exchanges (size/color) are subject to availability. If the desired replacement is unavailable, we will issue a refund or store credit as preferred.
9. International Returns
International returns may incur higher shipping and customs charges. We will provide return instructions; customers are generally responsible for return shipping unless the item is defective.
10. Lost Return Shipments
If a return shipment is lost en route, please provide tracking and proof of postage. We will work with carriers to resolve; lost return shipments may delay refunds.
11. Refund for Lost Orders (Before Delivery)
If your order is confirmed lost by the carrier (after an investigation), we will offer a replacement or full refund.
12. Contact
To start a return or for questions: support@cheniao.shop. Include your order number and details to speed processing.