Return Policy

At Xgarments, we are committed to providing our customers with high-quality fashion products and a seamless shopping experience. We understand that sometimes you may need to return or exchange an item due to various reasons, and we have formulated this clear and comprehensive Return & Exchange Policy to protect your legitimate rights and interests while ensuring the standardization of return and exchange processes. This Policy applies to all products purchased through Xgarments's official website (hereinafter referred to as "the Website"). By placing an order on the Website, you acknowledge that you have read, understood, and agreed to abide by all the terms and conditions set forth in this Policy. Please carefully review the following content before initiating a return or exchange request to ensure that your rights are properly protected.

1. Basic Eligibility for Return & Exchange

For customers who have purchased products on our Website and wish to return or exchange them after receipt, we offer a flexible return and exchange window to meet your reasonable needs. Specifically, you are eligible to apply for an exchange within 30 calendar days from the date of receipt of the goods, or a full refund within 30 calendar days from the date of receipt. It is important to note that the "date of receipt" refers to the date when you or your authorized recipient signs for the package, as recorded by the logistics carrier. To ensure the smooth processing of your return or exchange request, the returned or exchanged products must meet the following core conditions. Failure to meet these conditions may result in the rejection of your request, so please pay close attention to each requirement.

1.1 Product Condition & Packaging Requirements

The returned product must be in an unused, undamaged, and sellable condition. This means that the product should not show any signs of wear, stains, scratches, or alterations. All original features and functions of the product must remain intact. In terms of packaging, the original packaging of the product must be complete and undamaged.

Please note that we do not accept returns or exchanges for products that have been washed, ironed, altered, or used in any way. Even if the product has only been tried on briefly, if it leaves obvious marks (such as makeup stains, sweat stains, or lint) that cannot be removed, we will have to reject the return or exchange request. We recommend that you try on the product in a clean and tidy environment and take necessary protective measures (such as wearing gloves or avoiding direct contact with cosmetics) to ensure that the product remains in its original condition.

1.2 Complete Return of Accessories & Attachments

When returning or exchanging a product, you must return the product itself along with all its accompanying accessories, attachments, original packaging, original documents and all gifts or freebies (if any) provided with the order. Incomplete return of these items may lead to delays in processing your request or even rejection.

Specifically, the accessories and attachments include but are not limited to: product tags, care labels and any other items that come with the product. The original invoice is an important proof of purchase. For gifts or freebies, whether they are purchased with the product or given for free during promotions, they must be returned in their original condition. If the gift or freebie is lost, damaged, or used, we may deduct the corresponding value from your refund amount or refuse the return or exchange.

1.3 Pre-Return Notification & Shipping Requirements

Before initiating the return shipment, you must first contact our customer service team through the official contact information displayed on the homepage of the Website. Our customer service personnel will verify your order information, guide you through the return application process, and provide you with the designated return shipping address and relevant shipping instructions.

It is strictly prohibited to send the returned goods to any address other than the one provided by our customer service. If you send the goods to an incorrect address without confirmation, we will not be responsible for the loss, damage, or delay of the returned goods, and such returns will not be processed. After receiving the designated return address, you must ship the return package within the time limit specified by the customer service (usually 3-5 business days). If you fail to ship the goods within the specified time, your return or exchange application may be automatically cancelled, and you will need to reapply if necessary.

2. Processing Time & Procedures for Return & Exchange

Once we receive your returned package and confirm that it meets all the return or exchange conditions specified in this Policy, our professional team will conduct a comprehensive inspection and verification of the returned product, its accessories, and packaging. The verification process mainly includes checking the product's condition, the completeness of accessories, the authenticity of the order information, and whether the return reason is consistent with the application.

We promise to complete the verification process and initiate the corresponding exchange or refund processing within 48 business hours after receiving the returned goods.

During the verification process, if any problems are found (such as incomplete accessories, damaged products, or inconsistent return reasons), our customer service team will contact you in a timely manner to explain the situation and discuss a solution. For example, if some accessories are missing, we may propose to deduct the value of the missing accessories from the refund, or ask you to supplement the missing items before proceeding with the processing. We will always maintain transparent communication with you to ensure that you are fully informed of the progress and results of the return or exchange processing.

3. Shipping Cost Bearing for Return & Exchange

The bearing of shipping costs for return and exchange is determined based on the specific reason for the return or exchange. We clearly distinguish between two scenarios to ensure fairness and reasonableness for both parties.

3.1 Scenario 1: Return & Exchange Due to Product Quality Issues

If you need to return or exchange the product because the product does not meet the quality requirements (such as material defects, craftsmanship errors, size inconsistencies with the marked size, color differences that do not match the product pictures, or functional failures), all relevant shipping costs will be borne by Xgarments. This includes the shipping cost for you to send the returned product to us and the shipping cost for us to resend the new product (in the case of exchange).

To claim the shipping cost for quality issues, you need to provide relevant proof materials when contacting customer service, such as clear photos or videos of the product quality problems. After our verification, we will either reimburse you for the actual shipping cost (you need to provide the official shipping invoice or logistics order with the actual cost) or arrange for a courier to pick up the goods at our expense. For international returns due to quality issues, we will also bear the corresponding international shipping costs and guide you through the relevant customs declaration procedures if necessary.

3.2 Scenario 2: Return & Exchange Due to Customer's Own Reasons

If the return or exchange is initiated due to reasons attributable to you, such as changes in personal preferences, incorrect size selection (when the product size is consistent with the marked size and the size guide has been provided), or changes in purchase plans, all shipping costs related to the return and exchange will be borne by you. Specifically, this includes the cost of shipping the returned product from your location to our designated return address, and if you choose to exchange for a new product, the shipping cost for us to resend the new product to you.

It should be noted that the shipping cost borne by you is the actual cost of the shipment, and we do not accept any additional expenses unrelated to the return shipping (such as transportation insurance purchased voluntarily, express delivery fees for urgent shipping, etc.). When choosing the logistics method, you can select a regular logistics carrier that meets the requirements, and we recommend that you keep the shipping order and tracking number for future reference. For international returns due to customer reasons, you also need to bear the customs duties and other related fees that may be incurred during the return process.

4. Specific Rules for Product Exchange

We provide two types of exchange services: exchange for equivalent products and exchange for non-equivalent products. The specific processing procedures and rules for each type are as follows to help you understand and operate smoothly.

4.1 Exchange for Equivalent Products

An equivalent product refers to a product of the same style, same size, same color, or a product of the same value as the original purchased product. If you wish to exchange for an equivalent product, the processing procedure is as follows: first, you need to complete the return application for the original order in accordance with the return requirements specified in this Policy. After we receive the returned product and verify that it meets the return conditions, we will confirm the details of the replacement product with you (such as style, size, color, etc.). Once confirmed, we will immediately arrange for the shipment of the new equivalent product. During this process, you do not need to place a new order; our system will directly link the return and exchange processes to ensure the efficiency of the service.

If the equivalent product you want to exchange is out of stock at the time of processing, our customer service will contact you to discuss alternative solutions. The available options include: waiting for the product to be restocked (we will inform you of the expected restocking time), exchanging for another product of the same value, or converting the exchange application into a return refund. We will respect your choice and make every effort to meet your needs.

4.2 Exchange for Non-Equivalent Products

A non-equivalent product refers to a product whose value is higher or lower than the original purchased product. Due to the complexity of the pricing and order system, if you wish to exchange for a non-equivalent product, you need to follow a two-step process: first, process the return and refund for the original order. After we receive the returned product and confirm that it meets the return conditions, we will complete the refund of the original order amount to you according to the original payment method.

After receiving the refund, you can place a new order on the Website to purchase the non-equivalent product you want. The new order will be processed in accordance with the normal order processing procedures, including payment verification, order processing, and shipment. If the value of the new product is higher than the original product, you need to pay the difference when placing the new order; if the value is lower, the excess amount will be refunded to you along with the original order refund (or included in the new order's payment calculation). It should be noted that the new order will enjoy the preferential policies and service terms applicable at the time of purchase, which may be different from the original order.

For non-equivalent exchanges, the shipping costs for the original order's return and the new order's shipment will be borne in accordance with the relevant provisions of Section 3 of this Policy. If the original return is due to product quality issues, the return shipping cost of the original order will be borne by us; if it is due to customer reasons, it will be borne by you. The shipping cost of the new order will be borne by us if it meets the free shipping conditions of the Website, otherwise it will be borne by you.

5. Special Return Policy for Allergy Cases

We understand that some customers may have allergic reactions to certain fabric materials or components of clothing products. To protect your health and rights, we have formulated a special return policy for such cases. If you experience allergic symptoms (such as skin redness, itching, swelling, or rashes) after using the products purchased on our Website, we will accept the return of the product and provide a full refund, provided that you can provide a valid medical certificate issued by a professional hospital (such as a diagnosis certificate, medical record, or test report) that confirms the allergic reaction is caused by the product.

The specific processing procedures for allergy-related returns are as follows: first, contact our customer service immediately to report the situation and provide basic information such as your order number, product name, and photos of the allergic symptoms. Then, you need to submit the original medical certificate issued by the hospital within 7 days from the onset of the allergic symptoms. Our customer service team will verify the authenticity and relevance of the medical certificate and the product. Once verified, we will guide you through the return process and confirm that the return shipping cost will be borne by us.

In addition to providing a full refund, we will also actively assist you in pursuing the corresponding legal responsibilities of the product supplier. We will feedback the quality problems of the product to the supplier, urge the supplier to conduct an investigation and improvement, and if necessary, assist you in initiating relevant rights protection procedures. We take product safety very seriously and will strengthen the inspection of raw materials and finished products to minimize the occurrence of such incidents. If you have any questions about the product's material composition before purchase, you can contact our customer service for detailed information.

6. Rules for Combined Return of Multiple Orders

To simplify the return process for customers who have purchased multiple products from different orders and need to return them, we allow customers to ship the returned items from multiple orders in a single package. This policy is designed to save your time and shipping costs and improve the efficiency of return processing.

When using the combined return service, please follow the following rules: first, select all the items you want to return from different orders and complete the return application for each order separately through the Website's return system. During the application process, you need to clearly indicate that you will use a single package to ship the returns of multiple orders. When packing the returned items, please separate the items from different orders and attach a note inside the package that lists the order numbers corresponding to each returned item, the product names, and the quantities. This will help our warehouse staff to quickly sort and verify the returned items from different orders.

It is very important to specify the number of packages you will use to send the returns during the application process. If you initially apply for a combined return in one package but actually send multiple packages, please inform our customer service in advance to avoid confusion in the verification process. If the returned items from multiple orders are mixed in one package without clear labeling, it may lead to delays in the verification of individual orders or errors in refund processing. Our customer service team will track the return status of each order separately and process the refund or exchange for each order according to the respective order conditions.

Please note that the combined return policy only applies to the shipment of returned items. The eligibility for return of each item still needs to meet the conditions specified in this Policy. If some items in the combined return package do not meet the return conditions, we will process the eligible items normally and contact you to explain the situation of the ineligible items, and propose corresponding solutions.

7. Circumstances Where Returns Are Not Accepted

To ensure the fairness of transactions and the normal operation of the business, we will not accept returns or exchanges in the following circumstances. Please carefully check before applying for a return to avoid unnecessary trouble.

7.1 Products Damaged by Consumers or Intentionally Sabotaged

If the product is damaged due to improper use, accidental damage, or intentional sabotage by you or any other person, we will not accept the return or exchange. Examples of such situations include but are not limited to: cutting, tearing, or burning the product; damaging the product's structure or functions due to incorrect washing or maintenance; or deliberately creating fake quality problems to apply for a return. We will conduct a professional inspection of the returned product's damage reason, and if it is determined to be man-made damage, we will reject the return request and return the product to you (the shipping cost will be borne by you).

7.2 Lack of Valid Sales Vouchers or Invoices

Valid sales vouchers (such as order confirmation emails, order records on the Website) or invoices are important proofs of purchase. If you cannot provide any valid proof to confirm that the product was purchased from our Website, we will not be able to verify the authenticity of the order and thus will not accept the return or exchange. Without such proof, the return or exchange request will not be processed.

7.3 Products Not Sold on This Website

Our return and exchange policy only applies to products purchased directly through Xgarments's official Website. We do not accept returns or exchanges for products purchased from other channels (such as third-party e-commerce platforms, physical stores of other brands, or individual resellers). If you send a product that was not sold on our Website for return, we will not process it.

Before purchasing products marked as "non-returnable", our Website will display a prominent reminder on the product detail page and the checkout page. By completing the purchase, you are deemed to have agreed to the non-returnable terms. If you have any questions about the return eligibility of a product before purchase, please contact our customer service for confirmation.

8. Step-by-Step Guide for Return Application

To help you complete the return application smoothly and efficiently, we have sorted out the detailed step-by-step guide below. Please follow the steps in order to ensure that your return request is processed in a timely manner.

Step 1: Initiate Return Application Through the Website

First, log in to your account on the Website and find the "My Orders" section. Locate the order corresponding to the product you want to return, click on the "Return/Exchange" option, and then fill in the relevant return application information as required. The information to be filled includes but is not limited to: the reason for return (you can select from the preset options or fill in the detailed reason), the number of returned items, whether you need an exchange or a refund, and contact information.

When filling in the return reason, please be as detailed and accurate as possible. For example, if the return is due to a quality problem, please describe the specific problem (such as "the zipper cannot be pulled smoothly" or "the color is inconsistent with the picture") and attach relevant photos or videos if necessary. This will help our customer service team to verify the situation quickly and process your application more efficiently. After completing the information, submit the return application.

Step 2: Contact Customer Service to Confirm the Return

After submitting the online return application, you need to contact our customer service team through the official contact information displayed on the Website to confirm the return. This step is crucial to ensure that your return application is received and processed in a timely manner. When contacting customer service, please provide your order number and the return application number (if generated) so that the customer service personnel can quickly locate your application information.

Our customer service will verify your order information and the return application details with you, and answer any questions you may have about the return process. If your return application meets the conditions, the customer service will confirm the acceptance of the return and inform you of the next steps. If there are any problems with the application (such as incomplete information or non-compliant return conditions), the customer service will guide you to modify or supplement the relevant information.

Step 3: Receive Designated Return Address and Ship the Goods

After confirming the return, our customer service will send you the designated return shipping address, the recipient's name, and contact information via email or text message. Please carefully record this information and ensure that the shipping address is accurate. As mentioned earlier, do not ship the goods to any other address without confirmation.

Next, pack the returned product, its accessories, original packaging, and other required items in accordance with the packaging requirements specified in Section 1.1 and 1.2 of this Policy. Use appropriate packaging materials to protect the product from damage during transportation. Then, contact a logistics carrier that meets the requirements (we recommend using a logistics company with tracking and insurance services) to ship the return package to the designated address. When shipping, please keep the shipping order and the tracking number, which can be used to track the shipment status of the return package.

After shipping the goods, please inform our customer service of the tracking number and the name of the logistics company in a timely manner. Our customer service will record this information and track the arrival of the return package. If the return package is not received within the expected time, we will contact you and the logistics company to investigate the reason.

Step 4: Warehouse Inspection and Verification

When our warehouse receives your return package, the quality audit department will conduct a comprehensive inspection of the returned product. The inspection content includes: whether the product is in unused condition, whether the packaging is intact, whether all accessories are complete, whether the product has any damage or signs of use, and whether the return reason is consistent with the actual situation.

The inspection process usually takes 1-2 business days. During this period, if any problems are found, our customer service will contact you as soon as possible to communicate. If the inspection is passed, we will confirm that the return is eligible and proceed to the next step of exchange or refund processing.

Step 5: Process Exchange or Refund

If you applied for an exchange: After the inspection is passed, our customer service will contact you to confirm the details of the new product (such as style, size, color) and the shipping address. If you do not reply to our confirmation message within 1 business day, we will default to shipping the new product to the original delivery address of your order. After confirming the information, we will arrange for the shipment of the new product and send you the shipping tracking number via email or text message. You can track the shipment status of the new product through the logistics company's official website.

If you applied for a refund: After the inspection is passed, we will immediately initiate the refund process. The refund will be processed according to the original payment method of your order to ensure that the funds are returned to your original account safely and accurately. The specific refund processing time and arrival time will vary depending on the payment method and the bank's processing speed, which will be explained in detail in Section 9 of this Policy.

9. Refund Processing Rules & Arrival Time

We are committed to processing the refund as quickly as possible to ensure that you receive the refund amount in a timely manner. The refund will be issued in the same currency as the original payment, and no additional handling fees will be deducted (except for the situations where the value of missing accessories needs to be deducted as specified in Section 1.2).

9.1 Refund Methods by Payment Type

The refund method is strictly consistent with the original payment method of the order.

9.2 Refund Arrival Time

The arrival time of the refund varies depending on the payment method and the bank's processing speed. Please allow us up to 5 business days to refund process.

It should be noted that the above arrival times are for reference only. If the refund is delayed due to force majeure, bank system failures, or other reasons beyond our control, we will notify you in a timely manner and actively coordinate with the relevant parties to resolve the issue. You can also contact our customer service at any time to inquire about the progress of the refund.

10. Supplementary Provisions

10.1 Modifications and Updates to the Policy

Xgarments reserves the right to modify, update, or supplement this Return & Exchange Policy from time to time in accordance with changes in national laws and regulations, industry standards, or business operations. Any modifications and updates to the Policy will be prominently displayed on the homepage of the Website Your continued use of the return and exchange services provided by the Website after the Policy is updated will be deemed as your acceptance of the modified Policy.

We recommend that you review this Policy regularly before initiating a return or exchange to ensure that you are familiar with the latest terms and conditions. If you do not agree to the modified Policy, you may choose to stop using the return and exchange services, but this will not affect the processing of return and exchange requests that have been initiated before the Policy was updated and have not yet been completed.

10.2 Dispute Resolution

If you have any disputes or disagreements regarding the implementation of this Return & Exchange Policy or the processing of return and exchange requests, please first try to resolve them through friendly negotiation with our customer service team.

10.3 Contact Information

If you have any questions, suggestions, or need assistance regarding the return and exchange policy or process, please contact our customer service team.

We are committed to providing you with professional and thoughtful customer service and will do our best to solve any problems you encounter during the return and exchange process.

Thank you for choosing Xgarments. We value every customer's shopping experience and will continue to optimize our products and services to meet your needs. If you have any other questions about our return and exchange policy, please do not hesitate to contact us.

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