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[TOTOCO] Apparel Independent Site Return and Exchange Policy

To safeguard your legitimate rights and ensure a worry-free shopping experience, [Brand Name] has established the following return and exchange policy applicable to all apparel products purchased through this independent site.

I. Basic Conditions for Returns and Exchanges

1. Timeframe: Returns or exchanges may be requested within 15 days from the date you receive the item. Requests submitted after this period will be deemed as acceptance of the product, and no further action will be taken.

2. Product Requirements:

◦ Items must be unworn, unwashed, and unaltered. All tags and packaging (e.g., dust bags, boxes) must remain intact and undamaged, free from odors, stains, scratches, or any other marks that affect resale.

◦ Intimate apparel (e.g., underwear, swimwear, socks), custom-made garments (e.g., printed or resized items), and clearance sale items (labeled “non-returnable/non-exchangeable”) are not eligible for return or exchange unless the product itself has a quality defect.

3. Documentation Requirements: Provide your order number, photos of the actual item (including tags and packaging), and detailed photos of any issues (if quality-related) during application for expedited review.

II. Return/Exchange Application Process

1. Submit Application: Log into your account, navigate to “My Orders,” locate the relevant order, click “Apply for Return/Exchange,” select ‘Return’ or “Exchange,” provide a reason, and upload supporting documentation.

2. Review Feedback: We will review your request within 1-2 business days. The outcome will be notified via SMS/email. If approved, the return address and shipping requirements will be provided simultaneously.

3. Return the Item: You must ship the item back to the designated address within 7 days of approval (shipping cost details are in Section III: Shipping Cost Responsibility). Enter the tracking number in the order backend for logistics tracking.

4. Processing Completion:

◦ Refunds: Upon receiving and inspecting the returned item, we will process your refund via the original payment method within 3-5 business days (actual bank/payment platform processing times may vary).

◦ Exchanges: After inspecting the replacement item, we will ship it to you within 1-3 business days. You will receive the tracking number via SMS/email once shipped.

III. Shipping Cost Responsibility

1. Seller-Covered Shipping:

◦ For quality issues (e.g., loose threads, holes, severe color discrepancies, incorrect size/style), both return shipping and replacement shipping costs will be covered after verification. You may claim reimbursement for standard shipping fees (maximum [20] RMB) using the tracking number.

2. Buyer-Covered Shipping Costs:

◦ For returns/exchanges requested due to personal preference, incorrect size selection (not due to product labeling errors), or other subjective reasons, you are responsible for both the return shipping cost and the shipping cost for the replacement item.

IV. Special Notes

1. If returned items fail to meet return/exchange criteria (e.g., missing tags, worn/washed), we will refuse processing and return the items in their original condition. Return shipping costs will be your responsibility.

2. For out-of-stock sizes or discontinued items, exchange requests cannot be fulfilled. We will proactively contact you to prioritize processing your refund.

3. Refund amounts will be based on your actual payment, excluding any coupons or discounts applied to the order (coupons/discounts will not be reissued).

V. Customer Service Contact

If you have questions during the return/exchange process, please contact us via:

• Customer Service Email: [robert.ho@foxmail.com]

• Customer Service Hotline: [0086-532-83183228] (Hours: Monday–Sunday 9:00 AM–9:00 PM)

• Independent Site Live Chat: Log in and click the “Customer Service” icon in the bottom right corner

[TOTOCO] reserves the right of final interpretation for this policy. Any adjustments will be announced on the independent site homepage, and the new policy shall prevail.