At XING CHONG TRADING LIMITED, we are committed to providing you with the best shopping experience. If you are not fully satisfied with your purchase, we offer a simple and hassle-free returns process. Please review the following terms to understand how our returns policy works.
1. Eligibility for Returns
To qualify for a return, your item must meet the following conditions:
- Time Frame: You must request a return within 14 days from the date of delivery.
- Condition: The item must be unused, unwashed, and in its original condition with all tags and packaging intact.
- Exclusions: We do not accept returns on sale items, gift cards, or intimate apparel for hygiene reasons.
2. How to Initiate a Return
If you wish to return an item, please follow these steps:
- Contact Us: Reach out to our customer service team at [email protected] within 14 days of receiving your order. Include your order number and the reason for the return.
- Return Authorization: Our team will provide you with a Return Authorization Number (RA#) and instructions on how to proceed with the return.
- Prepare the Item: Carefully pack the item in its original packaging, ensuring it is secure for shipping. Please include the RA# on the return label to help us process your return faster.
- Shipping: You are responsible for the cost of return shipping, unless the item is faulty or damaged upon receipt.
3. Refunds
Once we receive your returned item and verify that it meets the return conditions, we will process your refund.
- Refund Method: Refunds will be issued to the original payment method used during purchase. Please allow 7-10 business days for the refund to be processed.
- Shipping Costs: Shipping fees are non-refundable, except in cases where the item is faulty or incorrect.
4. Damaged or Defective Items
If you receive a damaged or defective item, please notify us immediately by email at [email protected]. We may request photos of the damage for verification. If your item is confirmed to be defective, we will provide a full refund or exchange at no additional cost, including the return shipping fee.
5. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, we recommend processing a return for a refund and then placing a new order for the item you desire.
6. Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable:
- Intimate apparel
- Swimwear (if the hygienic seal has been broken)
- Gift cards