Refund policy

Thank you for choosing reinarea!

To ensure the efficiency and compliance of cross-border logistics while controlling unnecessary cost losses, we only offer after-sales service exclusively for quality issues. We do not support returns or exchanges for non-quality-related reasons (including but not limited to incorrect size selection, change of personal preference, unmet expectations, etc.). Once a cross-border order is shipped, it will not be returned to China if there are no quality problems.

I. Eligible After-Sales Scenarios (Quality Issues Only)

If you receive a product with any of the following quality problems, you can contact customer service to apply for after-sales support within 7 natural days of receiving the item (valid and clear proof is required):

  • The product itself has manufacturing or transportation defects such as damage, stains, loose threads, or missing accessories;
  • The received product is seriously inconsistent with the order description (e.g., wrong style, color, or pattern; size discrepancies are not included);
  • The garment fabric has large-scale quality issues (e.g., severe pilling, snags, or fading; comparison photos before and after washing must be provided).

After-Sales Solutions for Quality Issues

  1. Partial refund (priority option): Depending on the severity of the quality issue, 10%-50% of the order amount will be refunded (no need to return the product, reducing cross-border logistics costs);
  2. Re-delivery service (subject to sufficient stock of the same item): If the product is out of stock or you do not need a replacement, it will be automatically converted to a partial refund;
  3. Return and full refund is not supported: Due to the fact that cross-border logistics fees, tariffs, customs clearance fees, and other costs for returning goods to China far exceed the value of the product, we do not provide a return channel for the time being. We appreciate your understanding.

II. Ineligible After-Sales Scenarios

We regret that after-sales service will not be provided in the following cases:

  • Non-quality issues such as improper personal size selection, unmet wearing expectations, slight color differences (normal discrepancy between screen display and physical item), or personal dislike of the product;
  • Product damage caused by improper personal wearing, washing, or maintenance after receipt (e.g., stains, self-modified size, deformation due to incorrect washing methods, etc.);
  • Applications submitted beyond the after-sales time limit (more than 7 natural days after receipt) without prior communication with customer service for an extension;
  • Products with removed tags or packaging, or other situations that affect secondary sales;
  • Custom-made or limited-edition products (special styles clearly marked as "no after-sales service" before order placement).

III. After-Sales Application Process

  1. Submit an application: Within 7 natural days of receiving the product, go to the "Contact Us" section in the Shopify backend or send an email to [ahhhhhmuci@gmail.com], providing the order number + clear photos/videos of the product issue + detailed description of the problem;
  2. Review and processing: Customer service will complete the review within 3 working days and inform you of the solution (partial refund or re-delivery);
  3. Implementation of the solution: After confirming the solution, the partial refund will be returned to your original payment account within 5-7 working days; the replacement product will be shipped within 7-15 working days (shipping fees will be borne by us).

IV. Important Reminders

  • Size reference: Please carefully read the size chart (including specific data such as shoulder width, bust, and garment length) on the product details page before placing an order. If you have any questions about sizes, contact customer service in advance for professional advice;
  • Color description: All product images are taken in kind, but slight color differences may exist due to lighting and screen display variations. This is a normal phenomenon and will not be regarded as a quality issue;
  • Logistics timeliness: The logistics cycle for cross-border orders is usually 7-21 working days, which may be delayed due to customs clearance, holidays, and other factors. Placing an order means you acknowledge this timeliness;
  • Tariff note:                                                                                                    ①Core Commitment (Applicable Regions)
    100% Tax-Included (Duties+VAT prepaid), no extra fees on receipt
    ②Customs Clearance Success Rate
    99.5% clearance success rate for tax-included channels 
    ③Failure Guarantee Plan (Applicable Regions)
    Platform/logistics-induced clearance failure: optional free reshipment within 24h, or full refund (incl. shipping) +10% repurchase coupon
    Exclusion: Failures from false info/illegal declaration not covered
    ④Tax-Excluded Channel Description
    Tax-excluded channels: Customer responsible for clearance & taxes; we provide clearance docs within 24h, not liable for delays/failures due to customer reasons

V. Final Notes

We are always committed to providing high-quality products and services, and all items undergo strict quality inspection before shipment. This after-sales policy is formulated to balance the high costs of cross-border logistics and reasonable after-sales needs. Thank you for your understanding and support! If you have any questions, feel free to contact us through the following channels at any time:

  • After-sales email: ahhhhhmuci@gmail.com
  • Customer service WeChat/WhatsApp: 8617352303811
  • Working hours: 9:00-17:00 (Beijing Time), Monday to Friday

reinarea reserves the final right to interpret this after-sales policy. The policy will be optimized in a timely manner based on actual operational conditions, and updates will be announced on the homepage of the official website.