Returns Policy

Company Name: GENGYUN LIMITED

Warehouse Location: Hong Kong

Contact Email: fieetimeway@gmail.com

Effective Date: September 2026

Target Market: European Union, United States, United Kingdom and other international regions

This Return & Refund Policy applies to all clothing and apparel products purchased from the official independent retail website of GENGYUN LIMITED. This policy is formulated in compliance with EU consumer protection regulations and US retail trading rules, aiming to provide fair, transparent and standardized return and refund services for all overseas customers. By placing an order on our website, you fully agree to the terms stated in this policy.

1. General Return Eligibility & Time Window

We accept returns and exchanges for eligible unused clothing items within the following valid time frames, calculated from the date of customer’s order delivery:

• European Union Customers: 14 calendar days (compliant with EU Consumer Rights Directive)
• United States & UK Customers: 30 calendar days
• Other International Customers: 30 calendar days

All return requests must be submitted via official email (fieetimeway@gmail.com) within the valid return window. Requests exceeding the time limit will not be accepted without exception.

2. Mandatory Return Item Conditions

To qualify for a full refund or exchange, all returned apparel items must meet the following strict resaleable standards. We will conduct a comprehensive inspection after receiving your returned package:

• Items must be 100% unworn, unwashed and unaltered, with no signs of use including makeup stains, perfume odor, deodorant marks, pet hair, scratches or wear and tear.
• All original tags, labels, stickers and packaging must be intact and attached to the items. Missing or damaged tags will result in return rejection.
• No self-modification, tailoring, washing, ironing or repair of any kind has been made to the products.
• Returned items must be sent back with original accessories (if any) in complete condition.

Any item that fails our quality inspection will be returned to the customer at the customer’s own cost, and no refund will be issued.

3. Non-Returnable & Final Sale Items

Due to hygiene policies, product attributes and promotional rules, the following items are final sale and cannot be returned or exchanged:

• Intimate apparel, underwear, swimwear and socks (hygiene protection policy)
• Clearance items, flash sale products and items marked “Final Sale” on the product page
• Customized, personalized or specially tailored clothing products
• Items damaged due to customer’s improper use, storage, washing or artificial damage
• Items returned without valid purchase order information or proof of purchase

4. Return Shipping & Fee Responsibility

Our warehouse is located in Hong Kong, China. All return shipments need to be sent back to our designated Hong Kong warehouse address (will be provided after return request approval).

4.1 Customer-Bearing Shipping Fees

For voluntary returns (customers change mind, inappropriate size/style, no quality problems), all return shipping costs, international tariffs, customs duties and handling fees shall be borne by the customer. We recommend customers use trackable international shipping services to avoid package loss.

4.2 Company-Bearing Shipping Fees

We will cover the return shipping cost in the following scenarios:

• We shipped the wrong item (wrong size, wrong color, wrong style)
• Products have inherent quality defects, damage or fabric flaws before delivery
• Missing items or incorrect quantity in the original order

4.3 Original Shipping Fee Rules

Original delivery shipping fees are non-refundable for voluntary returns. Only defective or wrong-item orders are eligible for original shipping fee refunds.

5. Official Return Application Process

Please follow the standardized process to apply for a return to ensure efficient processing:

Step 1: Submit Return Request

Send an email to our official mailbox: fieetimeway@gmail.com, with the subject line: Return Application – [Your Order Number]. Please include your full name, order number, item name/quantity, return reason and clear photos of the item in the email.

Step 2: Wait for Official Approval

Our customer service team will review your request within 2-3 business days and reply with the official return warehouse address and return instructions.

Step 3: Ship the Return Package

Pack the items completely as required, paste the return information, and send the package via trackable shipping. Reply to our approval email with the tracking number.

Step 4: Inspection & Refund Processing

After receiving and inspecting your package, we will confirm the return eligibility and process your refund or exchange within 3-5 business days.

6. Refund Rules & Processing Time

6.1 Refund Method

All refunds will be returned to the original payment method you used for the order (credit card, PayPal, etc.). No alternative refund channels are supported.

6.2 Refund Amount Standard

• Qualified voluntary returns: Full refund of product unit price (excluding original shipping fees and return shipping fees)
• Defective/wrong item returns: Full refund including product price and original shipping fees
• Partial returns: Refund will be calculated according to the unit price of the returned items

6.3 Refund Arrival Time

We will initiate the refund within 3-5 business days after item inspection and confirmation. The actual arrival time depends on your payment platform and bank processing cycle, usually 3-10 additional business days. We are not responsible for bank delays.

7. Exchange Policy

We support free size/color/style exchange for eligible items within the valid return window. Customers only need to bear the return shipping fee; we will cover the resending shipping fee for the first exchange. Exchange services are only available once per order item.

8. Damaged & Defective Item Claims

If you receive damaged, defective or incorrect items, please contact us via fieetimeway@gmail.com within 7 calendar days after delivery, and provide clear photos/videos of the item and outer package. We will verify the problem within 48 hours and arrange refund, re-delivery or exchange for you free of charge.

Damage claims exceeding 7 days after delivery will not be accepted.

9. International Customs & Tariff Rules

All international return customs clearance procedures and generated tariffs, duties and handling fees shall be borne by the customer for voluntary returns. For our responsible order problems (defective/wrong items), we will compensate reasonable and verified customs fees.

Customers shall ensure that returned items comply with Hong Kong import customs regulations. We are not responsible for package detention or return caused by customer’s non-compliance with customs rules.

10. Policy Update & Final Interpretation

GENGYUN LIMITED reserves the right to update and adjust this return policy at any time. The updated policy will take effect immediately after being published on our official website. The latest published policy shall prevail for all orders.

In case of any dispute, GENGYUN LIMITED owns the final interpretation right of this return policy.

11. Contact Support

For any return, refund or exchange questions, please contact our official customer service team via email: fieetimeway@gmail.com

We will reply to all valid inquiries within 24-48 business hours.