1. Overview

Xinjiang Tianhe Xinmeng Trading Co., Ltd (“we,” “our,” or “Company”) values customer satisfaction. This Return and Exchange Policy explains the conditions and procedures for returning or exchanging products purchased through our website. Please read carefully before placing an order.

2. Scope

This policy applies to purchases of clothing items sold and shipped by Xinjiang Tianhe Xinmeng Trading Co., Ltd to customers. It covers:

  • Returns for refund (including “no-question” returns)
  • Exchanges for different sizes, colors, or styles
  • Exceptions or non-returnable items

3. Return Eligibility

3.1 “No-Reason” Return Window

  • You may request a return within 7 calendar days from the date you receive the item (“Receipt Date”), if:
    • The item is unused, unwashed, and in original condition.
    • All original tags, labels, packaging, and accessories (if any) remain intact.
    • You provide proof of purchase (order number, invoice, or packing slip).
  • Items must not show signs of wear, odor, stains, or damage caused by the customer.

3.2 Defective, Damaged, or Incorrect Items

  • If you receive items that are defective, damaged in transit, or incorrect (wrong style, color, or size not as ordered), you may request a return or exchange within 15 calendar days from the Receipt Date.
  • Please inspect your order upon receipt and contact us promptly if there is any issue.

3.3 Non-Returnable Items

Certain items are not eligible for return or exchange unless they are defective/damaged or were shipped incorrectly:

  • Final sale or clearance items explicitly marked “non-returnable” at purchase.
  • Items that have been worn, laundered, or altered after delivery.
  • Items with missing tags, packaging, or accessories.
  • Custom-made or personalized items, unless defective.
  • Gift cards, downloadable products, or hygiene-sensitive items if applicable.

4. Return & Exchange Process

4.1 Initiate a Return/Exchange

  1. Contact Customer Service
    • Email: ntenda@tianhexinmeng.site
    • Phone: +86 17754008367
    • Provide your order number, date of receipt, item details (style, size, color), and reason for return/exchange.
  2. Obtain Return Authorization
    • After verifying eligibility, we will issue a Return Authorization (RA) or Exchange Authorization, with instructions and a unique RA number. Returns without authorization may be refused or delayed.
  3. Prepare the Package
    • Pack the item securely in its original packaging (box/bag), include all tags, accessories, and a copy of the packing slip or a note with your order number and RA number.
  4. Ship the Item
    • Unless otherwise instructed, you are responsible for return shipping costs for “no-reason” returns. For defective/damaged/wrong items, we will provide a prepaid shipping label or reimburse reasonable shipping expenses, upon approval.
    • Use a trackable shipping method; retain tracking information until the return is completed.

4.2 Inspection and Approval

  • Once we receive the returned item at our warehouse, we inspect it to confirm eligibility.
  • If approved:
    • For returns: We process the refund as described in Section 5.
    • For exchanges: We ship the replacement item per your request (size/color/style), subject to stock availability. If the replacement is out of stock, we will notify you and offer alternatives (e.g., refund or different item).
  • If the item fails inspection (e.g., shows signs of wear, missing tags), we reserve the right to refuse the return or charge a restocking fee, or return the item to you at your expense.

5. Refunds

  • Method: Refunds are issued to the original payment method whenever possible. If that is not feasible, we may offer store credit or gift voucher.
  • Timing: After approval, refunds are processed within 7–10 business days. Depending on your bank or payment provider, the credited amount may take additional processing time.
  • Shipping Fees: Original shipping fees are non-refundable except when the return is due to our error (defective, damaged, or incorrect items). For “no-reason” returns, return shipping costs are borne by the customer; refund covers the item price only.

6. Exchanges

  • Size/Color Exchange: If you wish to exchange for a different size or color, verify availability before returning. Once we confirm stock, follow the return procedure, and we will ship the replacement after receiving and approving your return.
  • Price Differences:
    • If the replacement item has a higher price, you may be asked to pay the difference before shipment.
    • If the replacement has a lower price, we will refund the difference along with the original refund process.
  • Out of Stock: If the desired replacement is unavailable, we will notify you promptly and offer a refund or alternative item.

7. Return Shipping

  • Packaging: Use secure, sturdy packaging to avoid damage in transit.
  • Labeling: Clearly mark the RA number and order number on the package or in accompanying documents.
  • Carrier: Choose a reputable, trackable carrier. We are not responsible for returns lost in transit if insufficient postage or untraceable shipping is used.
  • International Returns:
    • For international orders, be aware of customs regulations, duties, or taxes. Unless due to defect or our error, customers are responsible for return customs fees.
    • We recommend contacting us first to confirm the correct return address and any required customs documentation.

8. Cancellation Before Shipment

  • If you wish to cancel an order before it ships, contact us immediately. If the order has not yet been dispatched, we can cancel and refund the full amount, including shipping fees. If it has already shipped, please follow the return procedure upon receipt.

9. Special Promotions and Bundles

  • Items purchased as part of a discounted bundle or promotional offer must generally be returned/exchanged together, following the same eligibility rules. Returning part of a bundle may affect discount eligibility; we will calculate refunds accordingly.
  • Gift items or free gifts with purchase may need to be returned along with the main item, or their value may be deducted from the refund if not returned.

10. Liability and Risk

  • Once we have accepted your return and processed the refund or exchange, risk passes back to us. Until then, you bear the risk for loss or damage during return transit.

11. Contact Information

For any return or exchange inquiries, please contact:

  • Company: Xinjiang Tianhe Xinmeng Trading Co., Ltd
  • Email: ntenda@tianhexinmeng.site
  • Phone: +86 17754008367
  • Address for Returns: (Provided after Return Authorization; please do not ship returns without prior authorization.)

12. Amendments

We may update this Return and Exchange Policy to reflect changes in law, business practices, or customer feedback. We will post updates on our web