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.
• Items listed in Section 6 — including FINAL SALE, Luxury, Hanfu Hall, shoes, intimates, and pre-order or customized items — cannot be returned or exchanged for personal reasons, and we mark them as non-returnable on their product pages. Confirmed damaged, defective, or incorrect items are handled under Section 9.

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.

Coverage (Redo) covers eligible return shipping for returns or exchanges requested within 14 calendar days of delivery. It does not cover the USD $12 replacement shipping fee for personal-reason exchanges. For personal-reason returns without Coverage, return-label charges also 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. For personal-reason returns, ship at your own expense using a tracked carrier of your choice. For confirmed damaged, defective, or incorrect items, follow the approved shipping arrangements in your RMA and Section 9. After dispatch, immediately email us or message Online Chat with your carrier name and tracking number so we can pre-advise our warehouse.

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 personal-reason exchanges, including unsuitable size, color preference, or change of mind, a USD $12 replacement shipping fee applies even if you purchased Coverage. It covers shipping, applicable customs/duties, and handling for the replacement. Without Coverage, the return-label fee is charged separately.
• 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 after the returned item is received, inspected, and approved. Bank or card issuer posting times may vary.
• If you choose CHINASQUAD Store Credit instead of a refund to your original payment method, the 10% return processing fee is waived. Store Credit is valid for 3 years from the date of issuance and can be used for future purchases on CHINASQUAD.com. Applicable shipping deductions still apply.
• For personal-reason returns, original shipping charges paid are non-refundable. If your order originally qualified for free standard shipping at USD $99, but the value of the items you keep falls below USD $99 after the return, the originally waived USD $12 standard shipping fee is deducted from your refund. Coverage does not waive this deduction. These deductions do not apply to a confirmed defect, damage, or fulfillment error; those cases are handled under the next paragraph and Section 9.
• 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.

For personal-reason returns, customers pay return shipping unless eligible return shipping is covered by Coverage. For confirmed incorrect, defective, or damaged items, CHINASQUAD covers applicable return shipping. Use a tracked service and keep 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, personal-reason returns are sent at your own cost to the authorized warehouse named in your RMA. For confirmed damaged, defective, or incorrect items, follow the approved shipping arrangements in your RMA and Section 9. Our return hubs include:

• 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

After your return is received, inspected, and approved, refunds are typically issued within 5–10 business days; bank or card issuer posting times may vary. Exchanges are arranged after approval, subject to replacement stock availability and payment of any applicable fees. Shipment and delivery times are separate from refund processing.

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 covers eligible return shipping only for the entire parcel when a return or exchange is requested within 14 calendar days of delivery. The USD $12 replacement shipping fee still applies to personal-reason exchanges. Coverage does not waive the 10% personal-reason refund fee or the USD $12 original free-shipping deduction described in Section 4.

5.5 If You Did Not Purchase Coverage

• For personal-reason returns without Coverage, you pay return postage. If CHINASQUAD provides a prepaid label, its cost is deducted from your refund. A prepaid label is not a free return label. Confirmed damaged, defective, or incorrect items are handled under Section 9.
• For personal-reason exchanges without Coverage, you pay both the return-label fee and the USD $12 replacement shipping fee before the replacement is dispatched.

For eligible personal-reason returns with Coverage, the covered return-label charge is waived. Without Coverage, applicable return-label charges are separate from the 10% refund fee, the USD $12 original free-shipping deduction, and the USD $12 replacement shipping fee where applicable. Keep your drop-off receipt and tracking proof.

The following items cannot be returned or exchanged for personal reasons (such as size, fit, color, or a change of mind) and are not covered by the 14-day return window in Section 1. The reasons are explained below:

• FINAL SALE: Final Sale items are clearance or last-batch pieces that we do not plan to restock, and many are offered at a reduced price. Final Sale pricing is set on the basis that the sale is final: it does not allow for the costs of a return (inspection, repackaging, restocking, and import duties that cannot be recovered), and a returned piece can rarely be resold before its season ends.
• 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.
• Hanfu Hall (Certified Hanfu Collection): Many hanfu details cannot be restored to new condition once a piece has been tried on. The pressed pleats and full hems of horse-face skirts lose their set shape once the skirt is tied on and worn; embroidery, brocade, metallic thread, beading, and tassels can snag or loosen in ways an inspection cannot reliably catch; and most styles come as multi-piece sets with sashes, ties, and capes that cannot all be re-checked as complete and unworn. So that every customer receives a piece that has never been worn, returned hanfu cannot be placed back into stock as new.
• 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, intimates are not eligible for return or exchange for personal reasons once they have been dispatched, and cosmetics are not eligible once their sealed packaging or hygiene seal has been removed.

In addition, 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.

These exclusions apply to personal-reason returns and exchanges. Confirmed damaged, defective, or incorrect items are handled under Section 9, subject to applicable consumer protection laws. The Hanfu Hall exclusion applies to orders placed on or after November 1, 2026, after it was published on the product page or in this policy; earlier Hanfu Hall orders follow the policy in effect when they were placed. Nothing in this section limits rights you have under consumer protection laws that cannot be excluded by contract.

• 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.

To prevent large orders from being placed to try items on and then returned in bulk, the charges below apply to returns from orders placed on or after November 1, 2026 (and after this version of the policy was published) that meet both of the following conditions:

• A single order contains 8 or more items (each piece counts, including the same style in different sizes or colors); and
• The items returned for a refund or Store Credit from that order, counted together across all return requests (exchanges are not counted), make up 60% or more of the total number of items in that order.

The following charges are deducted from your refund (up to the amount of the refund):

1. Outbound shipping: calculated proportionally at a rate of USD $12 per USD $99 of the merchandise total of the original parcel (the total price of the items in that parcel as shown on your order, before shipping, taxes, and duties). Formula: outbound shipping = merchandise total of the original parcel ÷ 99 × 12. For example, if the merchandise total of the original parcel is USD $1,000, about USD $121.21 is deducted for outbound shipping.
2. Return processing fee: 10% of the amount actually paid for each returned item. This fee includes customs clearance and restocking costs.

These charges are not added on top of the deductions in Section 4: the 10% return processing fee above is the same fee described in Section 4, not an additional one, and the outbound shipping charge replaces the USD $12 free-shipping deduction. Any shipping fee you already paid at checkout is subtracted from the outbound shipping charge. For these returns, the 10% fee applies even if you choose Store Credit. Return-label charges under Section 5.5 still apply unless the return is covered by Coverage (Section 5.4).

If we find that returns were made in bad faith (for example, items that are worn, washed, or not the ones we shipped; empty or incomplete parcels; or false damage or defect claims), CHINASQUAD will permanently close your customer account, will no longer accept orders from that account or, for guest checkout, from the email address used at checkout, and will no longer ship orders to the address used for those orders. Closing an account does not cancel any refund still owed to you.

Items confirmed as damaged, defective, or incorrect under Section 9 are not counted toward the 60%, and the 10% return processing fee is not charged on them. Nothing in this section limits rights you have under consumer protection laws that cannot be excluded by contract (for example, a legal right to cancel an online order within a set period and receive a refund); where such a right applies, these charges are deducted only to the extent that law allows.

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.