Return policy

At GengCaiChem, we understand the joy and anticipation of receiving a package, but we also recognize that the product may not meet your expectations. We are committed to providing a thoughtful, transparent, and efficient return and exchange experience to ensure peace of mind.

Return requirements

  • The product must be new, unused, and unwashed.
  • The packaging must be intact, including the original tags, labels, packaging, and accessories.
  • The product must be free of wear, stains, odors, or other damage.
  • Customized items or intimate apparel (such as lingerie) are generally not accepted for return unless there is a quality issue.

Return period

  • You may request a return within 30 days of receiving your item.
  • Late requests may not be processed, so please be sure to inspect the item as soon as possible.

Return process

1. Contact Customer Service
Tel: +1 720-327-7901
Email: gengcaichem@hotmail.com
Please provide the order number, reason for return, and photos of the item.

2. Review and Guidance
We will respond within 1–2 business days and provide a return address and instructions.

3. Returning Items
Please use a trackable shipping method, package securely, and retain the tracking number.

4. Inspection and Refunds
After returning the item, it will be inspected within 2–5 business days; refunds will be credited to your original payment account within 3–7 business days.

Exchange instructions

If you wish to exchange your item (e.g., for a different size or color):

  • Please submit your request within 30 days of receiving the item.
  • The exchange process is the same as a return. The original item must be returned and inspected.
  • Once approved, we will arrange for a replacement and reshipment.
  • For exchanges due to quality issues or incorrect shipment, GengCaiChem will cover shipping costs.
  • For exchanges initiated for personal reasons, the buyer will be responsible for return and reshipment shipping costs.

Cost instructions

  • Quality Issues/Wrong Product: Shipping is borne by us.
  • Returns or Exchanges for Personal Reasons: Shipping is borne by the buyer.
  • Any loss or damage during shipping is the responsibility of the sender.

FAQ

Q1: How long does it take to receive a refund for returned items?

A1: After the return package is received and inspected, the refund will generally be issued within 3–7 business days.

Q2: What if the item I received is defective?

A2: Please take a photo and contact our customer service immediately upon receipt. We will provide an exchange or refund, and we will cover the shipping costs.

Q3: Can I return the item directly?

A3: Direct returns are not recommended. Please get in touch with customer service first to obtain the return address and instructions to avoid delays or loss due to incorrect addresses.

Q4: I would like to exchange my size. What should I do?

A4: Please get in touch with customer service first and state your order number and request. Once the returned item has passed inspection, we will arrange a replacement as soon as possible.

Our commitment

At GengCaiChem, every return or exchange is an opportunity to improve our service.
We promise to handle your request with care and patience and resolve your issue as quickly as possible.

Your peace of mind and satisfactory feedback are our driving force for continuous improvement.