Return & Refund Policy

Effective Date: May 09, 2025

1. Return & Cooling-Off Period

To comply with global consumer protection laws, we apply dual return policies for different regions: 14-day legal cooling-off period for EU customers and a 30-day general return window for US and other international customers. All return periods take effect from the date the customer receives the package. To be eligible for returns, all items must be unused, unwashed, unaltered, in perfect resalable condition, and returned with original packaging, tags, labels, and complete accessories intact.

2. Eligible Refund & Return Scenarios

We offer full refund, exchange or store credit for orders that meet the following conditions:

1. Products received with manufacturing defects, damage, or quality issues;

2. Wrong items, missing items, or incorrect specifications delivered by our error;

3. Valid returns submitted within the 14-day EU cooling-off period or 30-day general return window.

3. Final Sale & Non-Returnable Items

The following items are classified as Final Sale. They are non-refundable, non-exchangeable, and not covered by the 14-day EU cooling-off right:

1. Products that have been worn, used, altered, damaged, or show signs of personal use;

2. Products without original packaging, tags, or complete accessories;

3. Clearance items, flash sale goods, discounted bundle products, and limited-time promotional items;

4. Returns requested after the valid 14-day or 30-day return window;

5. Damage caused by improper use, manual destruction, or accidental collision after delivery.

4. Return Shipping Terms

Our Liability (Free Return): We cover return shipping fees if items are received with manufacturing defects, damage, wrong shipment, missing parts or quantity errors caused by our side.

Customer Liability: For personal reason returns (including size issues, dislike, wrong purchase, or change of mind), the customer is responsible for all return shipping costs. Original shipping fees are non-refundable under any circumstances.

5. Refund Processing Timeline

Upon receiving and inspecting your returned items, we will process your refund within 14 calendar days (fully compliant with EU consumer law) and complete the internal review within 1–3 business days.

All refunds will be issued via the original payment method only. We do not support account changes or third-party receiving accounts. The final arrival time depends on bank and payment platform processing, typically 3–7 business days.

We offer three resolution options for eligible returns: full refund, product exchange, or store credit, which can be selected according to customer needs.

6. Policy Updates & Legal Agreement

We reserve the right to update and revise this Return & Refund Policy at any time. The latest version will be posted on this page with updated effective date. Continued use of our website and placement of orders after updates constitute your acceptance of the revised terms. This policy complies with EU Consumer Rights Directive and US FTC consumer protection regulations.

7. Return Contact Information

For all return, refund and order dispute inquiries, please contact our official customer support email: info@gxheiyu.com

Official Return Address: Room 11-9, Shenghua Fortune Times Building, No.51 Zhongshan Middle Road, Chengzhong District, Liuzhou City, Guangxi Zhuang Autonomous Region, 545001, P.R.China