RETURNS & EXCHANGES

Most items are eligible for return or exchange within 14 days of delivery (counting from the carrier’s delivered scan). Items must be in original condition — unworn, unwashed, unaltered, with all tags/labels attached. Footwear must include original shoebox and dust bags.

Please choose the return process that applies to your country. Do not ship any item back until you receive your official RMA (Return Merchandise Authorization) and the correct return address from our team.

2.1 United States / Canada / United Kingdom / Mexico

1. Log in to your account, or prepare your order number and the email address used at checkout.
2. Email our Client Services team at info@chinasquad.com including:
   • Your order number
   • The item(s) you wish to return or exchange
   • The reason for return (wrong size, changed mind, damaged, etc.)
   • Clear photos if the item is defective or damaged
3. Once approved, CHINASQUAD will issue a prepaid return shipping label (available for the U.S., U.K., Canada, and Mexico), along with your official RMA number and the correct return-hub address.
4. Print and attach the provided shipping label, clearly write your RMA number on the outer box or the enclosed packing slip, and drop the parcel off with the designated carrier.

If you purchased Coverage (Redo), you’re eligible for 14 days of free return & exchange shipping (see Section 5.4). If you did not purchase Coverage, label-cost deductions or additional fees may apply (see Section 5.5).

2.2 Other Countries (Self-Ship)

1. Log in to your account or prepare your order number and checkout email.
2. Email our team at info@chinasquad.com with:
   • Order number
   • Item(s) for return or exchange
   • Reason for return; include photos if the product is defective or damaged
3. After review, we’ll issue your RMA number and provide the correct return-warehouse address (either New York, USA or Shenzhen, China).
4. Ship the parcel back using a tracked carrier of your choice (at your own expense). After dispatch, immediately email or message us through Online Chat with your carrier name and tracking number so that we can pre-advise our warehouse for inbound processing.

2.3 What Is an RMA?

RMA stands for Return Merchandise Authorization — your official return approval number. It allows our warehouse to identify your package quickly and match it with your order record.

• Always write the RMA number clearly on the outer box or on the packing slip inside.
• Packages returned without an RMA may be delayed, refused, or become ineligible for refund or exchange.

• Exchanges are available for the same product in a different size or color, subject to availability.
• If the requested option is unavailable, we will process a refund upon receiving the return, or suggest alternatives.
• One free exchange shipping per order may be provided by CHINASQUAD (where available); subsequent exchanges may incur shipping fees.
• Exchange requests should be submitted within the 14-day window.

After your return is received and inspected, you may choose one of the following refund options:

• Option 1 — Refund to Original Payment Account:
  The refund will be issued back to your original payment method with a 10% restocking fee and a $12 shipping fee deducted (unless the return is caused by our error or a confirmed defect)..
  
  Processing time is typically 5–10 business days from the date the returned item is received and approved. Bank or card issuer posting times may vary. If funds are not reflected after our confirmation, please contact your issuing bank or payment provider directly.


• Option 2 — Refund to Store Credit (CHINASQUAD Credit):
  You may choose to receive your refund as store credit with no restocking fee. Store credit is valid for 5 years from the date of issue and can be used toward any future purchase on CHINASQUAD.com.

Original shipping fees are non-refundable unless the return is caused by our error or a confirmed defect.

Customers are responsible for return shipping costs, unless the item is incorrect, defective, or damaged on arrival. We recommend a tracked service and retaining the receipt until your refund is confirmed.

5.1 Shipping Labels (Provided by CHINASQUAD)

• Countries covered now: United States, United Kingdom, Canada, Mexico — we can generate a prepaid shipping label to help you return or exchange your item.
• Coming next: Australia will be added soon for prepaid return labels. Please check the CHINASQUAD Return Policy page for updates.

5.2 Self-Ship (Other Countries)

If your country is not listed above, please ship the return at your own cost to one of our authorized warehouses below (the correct address will be provided on your RMA):

• United States: New York returns hub
• China: Shenzhen returns hub

After you dispatch the parcel, please immediately email us at info@chinasquad.com or leave a message via Online Chat with your carrier + tracking number so we can pre-advise our warehouse. Without pre-advice, we are not responsible for any loss or misrouting of self-shipped returns.

5.3 Processing Time

Upon receipt and inspection at our warehouse, we will issue your replacement or refund within 7 days. Please allow normal handling time; during holidays or peak periods, processing may take longer.

5.4 Coverage (Redo)

Coverage is offered in partnership with Redo. If you are in the United States, United Kingdom, Canada, or Mexico, you can add Coverage in your cart:

• United States: USD $3.98
• United Kingdom / Canada / Mexico: USD $6.98 (or local-currency equivalent)

Once purchased, Coverage grants you 14 days of free return & exchange shipping for the entire parcel.

5.5 If You Did Not Purchase Coverage

• CHINASQUAD does not cover return postage. If we provide a label, the label cost will be deducted from your refund.
• Exchanges without Coverage will be charged the shipping label fee before dispatch of the replacement.

Where we provide a prepaid label for approved cases, CHINASQUAD may deduct its cost from your refund if Coverage is not selected. Always retain your drop-off receipt and tracking proof.

• Final Sale items, personalized or customized goods, intimate apparel (underwear, hosiery), opened beauty items, gift cards, and items without original tags/packaging are non-returnable.
• Bundles/sets must be returned in full.

• Products must be returned unused and in resaleable condition, with all accessories, manuals, tags, and original packaging.
• Footwear must be returned inside the shoebox, and that shoebox placed in an outer shipping carton.
• Any signs of wear, odor, stains, or alterations may result in partial refund or refusal.

• South Korea: returns require a valid PCCC; recipient name must be in Hangul and match the phone number on customs records.
• Brazil: include CPF/CNPJ with your return paperwork.

If you receive a damaged or defective item, contact us within 7 days of delivery. Keep all packaging and provide photos of:

• Outer carton (all sides) & shipping label close-up
• Inner packaging/cushioning
• Clear images of the defect or damage

We’ll arrange a replacement or refund after verification and, where required, initiate a carrier claim.

If your return shows no scans for an unusual period, share the receipt and tracking details with us so we can open a trace. We’re unable to refund items that aren’t physically received unless a carrier investigation confirms loss.

Return address depends on your region and item category. We will specify the correct location in your RMA:

Please use only the address listed in your RMA. Unannounced returns may be refused.

We refine our policy as carriers, customs and markets evolve. Material changes will be reflected on this page; for active returns we will communicate any update that affects your case.