RETURNS & EXCHANGES

• Customers may request a return within 14 calendar days from the date of delivery. The delivery date is counted as Day 1.
• All returned items must be kept unworn, unused, and unwashed, with all product tags and the original packaging intact.
• FINAL SALE items, and any other items specifically marked as non-returnable, are not eligible for return or exchange.

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.)
   • For damaged, defective, or incorrect items, please provide the video required in Section 9 within 24 hours of delivery.
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; for damaged, defective, or incorrect items, please follow Section 9.
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.
• For exchanges due to personal reasons, such as an unsuitable size, color preference, or change of mind, a $12 replacement shipping fee will apply. This fee covers the associated international shipping, customs/duties, and handling costs for sending the replacement item.
• Exchange requests should be submitted within the 14-day window.

• For returns due to sizing, personal preference, change of mind, or any other reason unrelated to a product defect or fulfillment error, a single 10% return processing fee will be deducted from the amount paid for the returned item(s).
• This 10% fee covers the costs of inspecting, repackaging, and restocking the returned item(s), as well as applicable customs duties and import taxes incurred on the original shipment that cannot be recovered. No additional customs duties or taxes will be deducted separately beyond this 10% fee.
• Approved refunds are issued to your original payment method, typically within 5–10 business days from the date the returned item is received and approved. Bank or card issuer posting times may vary.
• If you choose to receive your refund as CHINASQUAD Store Credit instead of a refund to your original payment method, the 10% return processing/restocking fee will be waived.The Store Credit will be valid for three (3) years from the date of issuance.
• Any original shipping charges paid are non-refundable. If your order originally qualified for free shipping by meeting the USD $99 threshold, but the value of the items you keep falls below USD $99 after the return, the USD $12 standard shipping fee that was originally waived will be deducted from your refund.
• If an item arrives damaged, defective, or incorrect, CHINASQUAD will cover the applicable return shipping costs and provide a full refund, exchange, or replacement as appropriate — the 10% return processing fee will not apply in these circumstances.

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.

The following items are non-returnable and non-exchangeable, for the reasons explained below:

• Shoes: Footwear is easily marked the moment it is tried on — the leather or fabric upper creases, and the sole picks up slight scuffing or dust — and these traces cannot be undone. The original shoe box is also an essential part of the product’s value, and it is easily damaged during the long return shipping journey. As a result, returned shoes can no longer be sold as brand-new, authentic items. To ensure that every customer receives footwear that is brand-new, clean, and free of any signs of wear — and to protect the shopping experience and fair treatment of the next customer — footwear cannot be returned or exchanged for non-quality reasons once it has been dispatched.
• Luxury (Luxury Collection): Luxury pieces carry a high unit price and are made from delicate materials (such as special fabrics and intricate, heavily worked designs), and they demand the highest standards of packaging and storage. Once an order has been dispatched, even if it appears perfectly intact, we cannot fully guarantee that it has never been tried on. Out of responsibility to every customer of this collection — and to ensure that what they receive is a flawless, brand-new piece sent 100% directly from our warehouse — we are unable to return Luxury items to stock for resale.
• Pre-order & Customized Items: These items are specially reserved, produced, sourced, or personalized for your specific order, and some are made individually to the size, color, or other specifications you provide. For this reason, once an item has entered the production, customization, or sourcing process, we are unable to accept returns or refunds for non-quality reasons such as a change of mind, sizing, or personal preference.
• Intimates & Opened Cosmetics: This includes, but is not limited to, body-contact garments such as underwear, briefs, and shapewear, as well as cosmetics whose sealed packaging or hygiene seal has been removed. Once such items have been tried on, used, or opened, we cannot reliably determine whether they have come into contact with skin, been used, or become contaminated, nor can we resell them while safeguarding the health and safety of the next customer. Therefore, for reasons of hygiene, safety, and consumer protection, these items are not eligible for return or exchange once they have been sold and the hygiene seal has been removed, or once they have been tried on or opened.

In addition, FINAL SALE items, gift cards, and any items returned without their original tags or packaging are not eligible for return or exchange. Bundles and sets must be returned in full.

• Products must be returned unused and in resaleable condition, with all accessories, manuals, tags, and original packaging.
• 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 your item arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery and provide one continuous, unedited video clearly showing the entire package, packing slip, affected item laid flat, size label, and the reported issue. All details must be clearly visible for verification with our warehouse and designer brand. Refunds or compensation cannot be approved until verification is complete. Confirmed issues will be resolved accordingly. Claims submitted after 24 hours may not be accepted, subject to applicable consumer protection laws.

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.