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Return & Exchange Policy

English version (last update date: 2022/08/01)

We hope that you will find your satisfaction at Chicutie. If you receive the goods and find that they are not suitable for you, we can provide a comprehensive return and exchange service. 
If the product you purchased meets the return and exchange standards described in this article (details are below), you can enjoy the [7-day unconditional return and exchange] service within 7 days from the date of receipt of the product (subject to the date of receipt of the logistics).

1. 7-day unconditional return and exchange rule

For goods purchased in this store, you can apply for unconditional return or exchange within 7 days from the day after receiving the goods (subject to the date of receipt on the logistics document). Please note that the returned goods only meet the "return conditions" described below (see clause 3) and are not "returns not accepted" (see clause 4), and if We will accept returns and exchanges in accordance with the seven-day unconditional return and exchange rules only if the application for exchange should additionally comply with the "Special Rules for Exchange" (see Article 5 for details). The same seven-day unconditional return and exchange rules apply to discounted and promotional items.

2. Return and exchange rules for products with quality problems

For products with quality problems purchased in this store, within 7 days from the receipt of the product (subject to the date of receipt of logistics), you can meet the "return and exchange conditions" and do not belong to the relevant "non-acceptable return or exchange" within 7 days. In the case of", contact our customer service to apply for a return. At the same time, if you want to exchange the goods, you can also contact our customer service to upload photos of the quality problems of the goods within 7 days after receiving the goods (subject to the date of receipt on the logistics document). Apply for an exchange. Please be aware that if you apply for an exchange after the aforementioned 7-day period, we will not be able to accept your exchange application, but you still have the right to apply for a return in accordance with the aforementioned terms.

Please note:

a) Small thread ends, burrs (common in clothing products), chromatic aberration due to different monitors (different monitors, chromatic aberration is unavoidable), thickness disputes (different personal definitions cannot be identified), size difference within plus or minus 3cm, wiring, Hand feel, small stains, slight odor residue, slight thread loss, hook stitches, buttons that are not sewn tightly, and buttonholes that are not opened are not recognized as quality problems.

b) If you apply for return or exchange due to factors such as style, color, and personal subjective wishes and preferences, it does not belong to the return or exchange of products with quality problems.

c) Damage caused by your improper use, washing, maintenance, wearing or maintenance, or damage caused by your own repair, modification, or other human factors is not a quality problem of the product.

d) When choosing a size, please refer to the size chart and choose the size that suits you. The customer service staff only provides suggestions and does not serve as the basis for your final purchase. Please understand that if you apply for a return or exchange due to size reasons, it is not a return or exchange for products with quality problems.

e) Since there may be unavoidable errors in the measurement size, the parameters of the specific size of the product must be subject to the actual product.

f) Due to different product design concepts and styles, there will be certain size differences in the same size of different products, and the specific size of the product should be subject to the actual product.

3. Return and Exchange Conditions

a) the merchandise is within the applicable return period;

b) The merchandise itself is in good condition, not used, washed, or modified, and free from stains or traces of cosmetics;

c) The inner and outer packaging of the commodity is kept intact, and the commodity accessories, instructions, hangtags, certificates, signs, labels, etc. are complete and undamaged;

d) If an invoice is issued, the invoice must be returned at the same time as the product. If the invoice is lost, we will not be able to handle the return for you (only applicable to returns);

e) If the product has an additional gift, please return the gift together, and the gift needs to be kept as it was when received. If the gift cannot be returned or is damaged, we have the right to ask you to pay the gift price according to the gift price marked by us, or The gift price is deducted directly from the refund due to you (for returns only).

f) If the order established by the same customer in a similar time period contains more than 15 items, apply for a return and refund after receiving the goods. Only a maximum of 50% of the total number of items can be returned (to prevent malicious over-buying and over-returning), please understand.

4. Not accepting returns or exchanges

a) In the case where consumers voluntarily send back goods not purchased by this store, we have the right to reject, discard or clean up the goods in accordance with the rules for dealing with defective products, and the corresponding expenses will be borne by the consumers;

b) Customized products without quality problems;

c) Underwear and socks without quality problems;

d) The goods themselves are no longer in good condition due to use, washing, processing (such as re-dimensioning, etc.), soiling or damage;

e) Commodity accessories, manuals, hang tags, certificates, logos, labels, etc. have been removed, cut or damaged, and the product packaging boxes or bags and other internal and external packaging (such as shoe boxes) have been lost or damaged or returned to other non-original Boxes/bags, and other conditions that render the merchandise no longer in good condition;

f) Losing the invoice issued at the time of purchase but still requesting a return (applicable to returns only);

g) Goods beyond the applicable return period;
     
5. Special rules for exchange

a) You can apply for a 7-day unconditional exchange service or exchange service due to quality problems within 7 days from the next day after the receipt of the goods (subject to the date of receipt on the logistics document).

b) The seven-day unconditional exchange applied for "inappropriate size" is limited to the replacement of different sizes of the same product (the same product refers to the same product number and the same color), and the exchange applied for "quality problem" is limited to the same replacement Commodities (identical products refer to the same product number, the same color, and the same size), but the premise of accepting the above two exchange applications is that the store still has the stock of the required replacement products.

c) When the warehouse executes the delivery of the exchanged goods if it is found that the goods you applied for replacement are out of stock, or because the stocked goods cannot meet our delivery standards, we will process them as return refunds and refund the actual payment you paid for the returned goods. The full amount of money you have returned will not be refunded. Otherwise, we will not make any other compensation to you.

d) Some special products and customized products do not support exchange services.

e) Each product can only be exchanged once. If you are still not satisfied with the product after the replacement, if you meet the seven-day no-reason return rule (see item 1 for details) or the return rule for products with quality problems (see item 2 for details) Article), you can apply for a return refund. The return period will start again from the day after you sign for the replacement item.

f) After your replacement application is approved, please be sure to send the item to be replaced within 7 days and contact our customer service to inform the return logistics number. If the replacement application is not sent within the time specified above and notified of the return logistics number, the replacement will be abandoned by default.

g) If the exchanged goods you send back have been verified by the warehouse and after-sales service center, they do not meet the seven-day no-reason exchange rules (see Article 1 for details) or the replacement rules for products with quality problems (see Article 2 for details) ), customer service has the right to refuse your exchange request.

6. Return process

a) Contact Chicutie(Service Time: Monday to Friday, 9:00-18:00. *Closed on weekends and public holidays*)

Please email us at service@chicutie.com to request a return. Please provide the following information so that we can process your return request and verify it:
  • Order number
  • The name and quantity of the product to be returned
  • Reason for return
  • Product photos
b) Pack the product that needs to be returned

After we accept your application for return or exchange, please pack the product to be returned, and then contact SF Express to mail it to the designated warehouse address.

c) Refund/Exchange

We will refund the account you used for payment within 1-3 business days after receiving the returned goods and the warehouse has completed the return and exchange quality inspection. We will not provide cash refunds. Within 7 working days, we will ship the replacement item you requested for a replacement with free shipping.

8. Return shipping and shipping instructions

Please note that we do not accept returned goods by surface mail, registered mail or courier delivery. If the return is not caused by the quality problem of the product, you will be responsible for the freight incurred when the product is returned to the warehouse. We offer a one-time free shipping exchange, which means we cover the cost of shipping the replacement item you request for a replacement.

9. Exchange time

For the commodities applied for exchange, if we confirm that they meet the seven-day no-reason exchange rules (see Article 1 for details) or the commodity exchange rules with quality problems (see Article 2 for details), we will receive the returned goods and complete the warehouse after receiving them. Within 7 working days after the return quality inspection, we will issue the replacement item you requested for a replacement, however, please know:

a) When the warehouse executes the delivery of the exchanged goods if it is found that the goods you apply for replacement are out of stock, or because the stocked goods cannot meet our delivery standards, we will process them as return refunds and refund the actual payment you have paid for the returned goods. The full amount of money you have returned will not be refunded. Otherwise, we will not make any other compensation to you.

b) During major promotions, there may be a delay in the duration of the exchange service. If you have not received the goods for a long time after we have sent the replacement goods, please wait patiently or contact the logistics company. Due to the uncertainty in logistics and distribution, please understand that we cannot promise the specific delivery time of the exchanged goods.

10. Refund time for returns

For the goods that have been applied for return, we have confirmed that they meet the seven-day no-reason return rule (see item 1 for details) or the return rule for products with quality problems (see item 2 for details), after receiving the returned goods and the warehouse completes the return quality inspection Within 1-3 working days, we will return the full price actually paid when you purchased the product through the original payment method;

The arrival time of the refund depends on different refund methods. The arrival time of the refund to your account depends on the specific operations of different banks or payment platforms, and usually takes about 3-7 working days. If you do not receive a refund within the time limit, please contact the bank first. If it is still not resolved, please contact the customer service of the store.


Refund contact information

Email: service@chicutie.com

Service Time: Monday to Friday, 9:00-18:00. *Closed on weekends and public holidays*