Refund Policy - Newhanfu

REFUND & RETURN POLICY

Our policy lasts 30 days. If your order has exceeded 30 days, sorry we can’t offer a return or refund.

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REFUNDS

Most returns/refunds will be processed within 5 business days after we receive your return package. Once your refund has been issued, you will receive a confirmation email.

Then the refund will be processed via Stripe or Paypal, and it will automatically be back to your credit card or original payment, within a certain amount of days.

1. Non-Refundable Conditions

1.1 Refuse Delivery

Refuse to receive the item when the courier drops off the parcel – it’s in good condition and not damaged, just no reason to refuse.

1.2 Delivery Attempted & Recipient Not Home

If the courier has made several attempts to deliver, but the recipient was not at home all the time. If it happens, the parcel will usually be kept for extra 10-15 working days. Please directly contact the local post office in time to receive the parcel. Otherwise, the parcel that could not be delivered for a long time will be returned or destroyed.

1.3 Wrong Address & Insufficient Address

When the shipping address of your order is incorrect or filled out incompletely (for example, if you live in an apartment, please fill in the details of the unit and door number). Once the courier out for delivery but can not find your address, the parcel may fail delivery due to an invalid address, and the parcel will be temporarily kept in the local shipping warehouse for 1-2 weeks.

We will contact you in time and provide more details. When you receive our notice, please go to the local post office ASAP to claim your parcel. Or make a call to the local post office to update & confirm your delivery address and make an appointment for re-delivery. (if the package is unclaimed for a long time, it will be destroyed according to the local post office policy)

1.4 Package Marked as Delivered

If you don’t receive/find the package, please directly call the local post office, provide the tracking number, and check with the courier where the package was placed: the front door, mailbox, or somewhere else. Or ask your neighbors, friends, roommates, family, apartment mail room, and school mail center, if they have received the package.

No refunds can be made if the item is “Marked Delivered”. The last mile of the package is delivered by the local courier, and we are unable to control the service quality of local post offices and local social security(in many regions, the courier will directly leave the package in the mailbox or at the front door, and if it’s accidentally taken by other people, then the package is lost), thank you for your understanding.

By the way, Express Shipping, like DHL, FedEx, UPS, TNT, could provide recipient signature service, which can ensure that the package is signed by the recipient. With Express service, the risk of lost packages will be greatly reduced; if you need it, please select Express Shipping and pay the additional fee on the checkout page.

1.5 Cancel Order – In Transit (in the promised shipping time)

Just want to cancel the order while the package is in transit – still in our promised shipping time. We may consider that is a fraudulent order and will immediately request a freeze with the original payment (Card Bank or PayPal, up to 90 days) and investigate the legitimacy of the payer’s identity.

Note: if you want the item to arrive faster, please get in touch with us before the package is shipped, and try to use the Express Shipping method before. Otherwise, only after you receive the package, then you can request a return. (click here to learn How to return)

1.6 Grand Sale Items (more than 40% discount)

Unfortunately, grand sale items (over 40% Off) cannot be refunded (if the quality is fine). If the sale item has a quality issue, we’ll send a new item for you.

1.7 Size Issue (Too Big or Too Small Size)

Please note that most hanfu clothing uses a loose, adjustable design, and all of our products have provided detailed size measurements, including length, chest, and waist. And please check the size chart and other buyers’ reviews before purchasing; if you are the first time buying hanfu, make sure the length & chest measurements of the item will fit your daily wear size, or contact us to get more help.

Sorry, but if you found the received item is too big or too small, this is not a valid reason to request a refund. However, we completely understand how sad you feel when the clothes don’t fit; don’t worry, we are willing to provide a special offer if you are a new customer of our store:

Just pay an additional processing fee, including shipping and local customs clearance fee – the total cost is about $20-$50 USD (it’s based on the weight of the new package and local customs policy), and then we will re-ship you a new size item directly for free, while you don’t need to return any items.

Note: once the package is delivered and you find that the size does not fit, don’t hesitate to get in touch with us within 72 hours to get this offer (only for New Customer & One Item within $100).

1.8 Membership Subscription

If you subscribe to our membership Silver or Gold Plan and do not place any new orders in 30 days, you can cancel the subscription and we’ll give you a full refund.

1.9 Member Lucky Packs

The lucky pack is a non-profit membership program, not a product, we can not support any refunds for it.

1.10 Point Discount

Return & Refund policy is not available for any orders with point-discount items. Of course, if there is a quality issue with the items, we will re-ship a new one for you or return the used points. Learn more about Point Policy.

1.11 Refuse VAT & Customs Duty/Tax

If the amount of your order exceeds your country or region’s Tax-free threshold (for example, a package value over $20 in Canada), you may have to pay Tax Fee to receive the package.

EU VAT: Effective July 1, 2021, EU member states will collect value added tax (VAT) for all goods entering the EU. The VAT ranges from 17% to 27% depending on the EU member state, not including any applicable duties or fees.

UK VAT: Effective Jan 1, 2021, a 20% value-added tax (VAT) must be collected for all goods entering the United Kingdom (UK).

This online shop does NOT collect VAT at checkout so you will be charged by customs upon the goods entering your country. These added costs may exceed the merchandise’s value.

Note: Not all packages will be charged tax, please check your local customs official website for the latest policy. Once the package has incurred a tax fee, please pay the bill (the logistics provider will contact you and provide the details) as soon as possible, if you refuse to pay tax, or it has not been processed for more than 30 days, then the package will be destroyed in accordance with local policy.

According to the latest customs policy of each region, EU region, UK, Russia, Canada, Mexico, Thailand, Indonesia, etc., it is more likely to generate customs duties; if you have any problem, please contact us for help.

So, if you refuse to accept normal delivery, or refuse to pay customs duty to receive the package, you cannot request a refund.

2. Full Refund

2.1 Package Lost in Transit or Long Time No-delivery

The tracking status shows the package is always in transit and cannot reach its destination on time.

If the package is not delivered after 30 working days, we will refund your order.

2.2 Package or All Items Damaged

If the package arrives damaged, please take photos and keep all items, including the outer packaging, which is important proof. And then immediately contact us, so we can file an insurance claim with the local Logistics company, after the courier confirms the issue, we will refund your order or directly send a new package for you.

3. Partial Refund or Re-send a New Item

3.1 One Item Quality Issue

Since most of our products are 2 or more pieces in a set. If you found one item of your order has a quality problem(for example, the shirt sleeve is broken), we will re-send a new item(shirt) for you immediately or provide a partial refund for your order.

3.2 Common Garment Defects

As hanfu has a very complicated production process (2-3 times more work than normal clothing). So please understand that some garment common defects are unavoidable, for example:

Untrimmed threads.
Broken or skipped, missing stitching.
Puckering and folds.
Needle Damage.
100% perfect embroidery is impossible, under 1% embroidery pattern defects are in the allowed range.
The package and item have a few dust or stain.
and more…

Yes, there is nothing more frustrating than to find the product has a defect, or worse, multiple defects. We would strictly require the factory to check every item’s quality. However, when opening the arrived package, you may still find a few small or big defects. If that happened, just feel free to let us know, and our support team will try to help fix the problem. And if possible, please write a review for the product so that other customers can see your suggestions, while the factory will improve the product based on your feedback.

If the defect area is very small, repairable(you can also try to fix it), and does not affect normal wear, then we could provide a store credit/coupon for your order as compensation.

Of course, if the item has too many defects and is unable to use, we will directly send a new one to you.

3.3 Non-Quality Problems

The following are possible with all clothing products, not quality problems:

Extra threads of the sleeve, hemline, embroidery, etc, you can easily cut them off
Manual measurement, there will be 2-3cm differences of the size
Color may have a difference due to different Display/Monitor setting
A few small dot stains(less than 3mm) on the clothes, these are from the original fabric, and you can clean them with detergent
Due to the long time international shipping, the clothes may have some wrinkles, please iron them before wearing
A few items may have a special smell of the original fabric, please wash and hang the clothes in a ventilated place

Note: These non-quality conditions are not a valid reason to request a return or refund. However, if it is beyond our guarantee, take a detailed photo and contact us to get a store credit/coupon as compensation.

RETURNS & EXCHANGE

Please make sure you have read our Refund Policy before returning the item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

1. How to Return

To complete your return, we require a receipt or proof of purchase, please contact us via your order confirmation email:

Indicating the item(s) you would like to return and the reason.
When your return request is approved, please package up the item(s) to be returned with the original packing.
Please contact your local post office or logistics company for a global shipping quote (ship to Hong Kong, China).
Drop off the package, and send us the return package tracking number (our support team will track this package).

Note: you should consider using a trackable shipping service or purchasing shipping insurance. Because international packages may be lost in transit, we don’t guarantee that we will receive your returned item.

2. Return Address

Our warehouse is located in Hong Kong, we will send the details of the return address when your request is approved.

Your sending address should be the same as your original order address. If you are using a third party’s address, please take a photo of the package details (including the return items) and print an order’s invoice (ship it with the package).

Note: Please do not send your return to the address on the original package label that is not our return address.

3. Return Shipping Cost

We can offer a free return on the following conditions:

If we sent the wrong package – wrong size, color, or missing some items.
The package was damaged during shipping & delivery.

These problems are caused by us or the logistics company, and we’ll take all responsibility and pay the return/exchange shipping fee.

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Apart from that, you need to pay for the return fees by yourself, for any other reasons.

You will be responsible for the return package’s shipping costs (please contact your local post office, like USPS or DHL, for an international quote)
If your original order is not free shipping – including an additional shipping fee or express shipping fee; the original shipping costs are non-refundable.

Note: when the return package is successfully delivered within 1 month (based on the online shipping status), we’ll offer a 100% refund for the return items/order; But if unfortunately, the return package has not been delivered after 1 month. we will charge a delay-return fee (from $20) – it will be deducted from your refund.

FAQs

Late or missing refunds

If you haven’t received a refund yet for more than 10 business days, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us to get help.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

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