Official Return, Exchange and Refund Terms for All Orders

This Return & Refund Policy applies to all products purchased from Gentrail official website (https://chicarc.com/), including men’s tailored suits, casual apparel, leather bags and all matching accessories. This policy is formulated in accordance with standard cross-border e-commerce industry rules, clarifying the rights and obligations of both buyers and sellers. Please read all terms carefully before submitting return or refund applications.

1. General Return Eligibility

Valid Return Conditions (Must Meet All Requirements)

• All return requests must be submitted within 30 calendar days after customers receive the parcel.
• All returned items must be unworn, unwashed, unaltered and undamaged, with all original packaging, brand tags, labels, dust bags and accessories intact.
• Products with obvious wearing marks, stain, scratch, artificial damage or missing original tags are not eligible for return or refund.
• Customized products, clearance final sale items and bundled promotional gifts are non-returnable and non-refundable.

2. Non-Returnable & Non-Refundable Situations (Company Benefit Protection)

We reserve the right to reject any return or refund application if the following situations occur, no exception will be made:

• Return request submitted beyond the 30-day valid return window.
• Products have been worn for daily use, cleaned, ironed, modified or damaged artificially.
• Original packaging, brand tags, leather protective films and matching accessories are lost or damaged.
• Buyers refuse to accept parcels without reasonable reasons, or deliberately refuse customs clearance leading to parcel return.
• Buyers submit malicious refund requests for no valid reason, or repeatedly initiate unreasonable after-sales applications.
• Damage caused by improper personal storage, accidental collision or daily use after receiving goods.

3. Return Shipping Fee Responsibility

• Customer Reason Return (Size mismatch, style dislike, personal purchase regret): All return shipping fees, customs return duties and related logistics costs shall be fully borne by the buyer. We will not cover any return logistics expenses.
• Our Side Reason (Product quality defect, wrong item shipped, size wrong delivery): We will bear the return shipping cost after verifying valid proof provided by customers.
• Original shipping fee paid for order delivery is non-refundable under any circumstances.

4. Clearance Tax & Customs Fee Instruction

All import duties, customs clearance fees and local tax fees generated during international transportation are charged by local customs authorities, which are independent of Gentrail. All tax fees will not be refunded under any return or refund scenarios. Customers shall bear all customs-related fees voluntarily.

5. Standard Refund Process

1. Step 1: Contact Customer Service Send return application via our Contact Us page within 30 days after parcel receipt, provide order number, product photos and detailed return reasons. Do not send back items without official return authorization.
2. Step 2: Wait for Official Return Approval Our support team will review your application within 24 working hours and send official return address once approved. Unauthorized returned parcels will be rejected directly.
3. Step 3: Send Back Goods Ship the package back following our designated return address, and provide tracking number to our customer service team timely.
4. Step 4: Warehouse Inspection & Refund Processing We will inspect returned items after receiving your parcel. If goods meet return requirements, we will arrange original-channel refund within 5-7 working days. The arrival time of refund depends on your bank and payment platform processing rules.

6. Partial Refund Policy

We support partial refund for qualified scenarios without returning goods, and the specific refund amount is determined by our after-sales team after verification:

• Tiny non-affective appearance flaws that do not affect normal wearing and use.
• Minor logistics extrusion marks without damage to product structure.
• Customers choose to keep the goods instead of returning for a partial compensation refund.

7. Exchange Policy

We support size exchange for suits and leather bags within valid return period. Buyers only need to bear the return shipping fee for original items. The secondary delivery shipping fee for new exchanged products will be borne by the buyer. Free exchange service is only available for size adjustment, not for style or color replacement without quality problems.

8. Damaged & Wrong Item After-Sales Rules

If you receive damaged products, missing accessories or incorrect items, please take complete unboxing videos and clear product defect photoswithin 48 hours after parcel delivery and send to our customer team. Applications exceeding 48 hours will not be accepted due to inability to verify real logistics damage.

We offer three solutions for qualified quality issues: free replacement, partial refund or full refund after goods returned.

9. Force Majeure & Final Interpretation Right

• Gentrail will not take responsibility for return refund delays caused by force majeure factors including logistics strikes, extreme bad weather, customs policy adjustment and other uncontrollable situations.
• Gentrail reserves the final right of interpretation for all return and refund rules. We have the right to adjust relevant policy terms according to business operation needs, and updated policies will take effect automatically after being published on the official website.

For any questions about return and refund rules, please contact us viaContact Us page.

Gentrail Team

Website: https://chicarc.com/