Refund, Return & Cancellation Policy

Refund, Return & Cancellation Policy

We aim to provide clear, fair policies while protecting both our customers and our business. Please read carefully before placing your order. By purchasing with us, you acknowledge and agree to the terms below.

 

1. No Return Policy

  • We currently do not accept returns.

  • In exceptional cases, a refund may be considered on a case-by-case basis, depending on the situation. We’ll do our best to assist you fairly.

  • Please contact us at hanfu.dream@gmail.com with your order details if you believe your case qualifies. Allow 1–2 business days for a reply as time zone differences may apply.

Non-Returnable and Non-Exchangeable Items

  • Change of mind or personal preference

  • Incorrect size or color selected by customer

  • Damage caused by improper handling or use

  • General wear and tear after use

  • Sale or discounted items (including “Grand Sale” >40% off)

  • Custom-made, bridal, or personalized items

  • Accessories

 

 

2. Cancellation Policy

  • Cancellations must be requested within 2 hours of placing your order.

  • To request a cancellation, email hanfu.dream@gmail.com with:

    • Your order number

    • Your full name

    • Reason for cancellation

Conditions:

  • If the order has not been processed or shipped, we will cancel and issue a full refund to your original payment method.

  • If the order has already been processed or dispatched, cancellation is not possible.

 

 

3. Non-Refundable Conditions

No refunds will be provided in the following situations:

  1. Refused Delivery – Customer refuses delivery for reasons other than damage.

  2. Missed Deliveries – Courier attempted delivery multiple times but recipient was unavailable.

    • Parcels are usually held for 5-10 working days. If uncollected, they may be returned or destroyed.

  3. Wrong or Incomplete Address – Incorrect or insufficient shipping address provided (e.g., missing apartment/unit number).

    • Parcels may be held for 5-10 working days before being returned or destroyed.

  4. Package Marked as Delivered – Courier marks the item as delivered but the customer cannot locate it.

    • Customers must check with their local post office, neighbors, or building management.

    • We are not responsible for theft or misdelivery after the courier confirms delivery.

    • Express shipping (DHL, FedEx, UPS, TNT) is recommended for signature confirmation.

  5. Order Cancellation While In Transit – Cancelling while the package is in transit (within promised delivery times) will be treated as fraudulent activity. We reserve the right to request a payment freeze and investigate the payer’s identity.

  6. Sale Items – Strictly no refund. 

  7. Size Issues – To keep our pricing low, we do not provide refunds or exchanges if the item does not fit. However, to make this easier for our customers, we offer a “Pay for a Replacement Instead of Return Shipping” program:

    • For just 50% of the item price, we will send you a replacement in the correct size.

    • Shipping applies. 

    • Please note: customs duties and taxes (if any) are not included and remain the customer’s responsibility.

    This program provides a more affordable and flexible solution compared to returning the original item. 

  8. Refusal to Pay VAT / Customs Duties – If customs or VAT are not paid, and the package is returned or destroyed, no refund will be issued. Refer to Customs Duties & Taxes for more information.

 

 

4. Refund Eligibility

Refunds will only be issued under the following conditions:

  1. Package Lost in Transit / Long Delay

    • If tracking shows no progress and delivery does not occur within 30 working days, we will refund your order.

  2. Package or Items Damaged on Arrival

    • Must provide photos of the damaged item and packaging immediately.

    • After courier verification, we will issue a refund or send a replacement.

 

 

5. Partial Refunds or Replacements

  1. Quality Issue with One Item in a Set

    • We may send a replacement piece (e.g., replacement shirt) or issue a partial refund.

  2. Minor Garment Defects

    • Due to the complexity of hanfu production, minor defects may occur, including:

      • Loose threads

      • Minor stitching irregularities

      • Puckering/folds

      • Small embroidery flaws (<1%)

      • Dust/stains under 3mm

    • If minor and repairable, compensation may be given in the form of store credit or coupon.

    • If severe and item is unusable, we will send a replacement.

  3. Non-Quality Issues (Not Eligible for Refund)

    • Slight measurement variance (2–3cm)

    • Color differences due to screen settings

    • Wrinkles from shipping (can be ironed)

 

 

6. Returns & Exchanges (For Exception Cases)

If your return request is approved:

  1. Item must be unused, in original condition and packaging.

  2. Contact hanfu.dream@gmail.com with order details and reason.

  3. We will provide the return address in the email. Do not return items to the address on the original package label.

  4. Customer must use a trackable shipping service and share tracking details with us. We are not responsible for lost return parcels.

  5. Return shipping costs are borne by the customer.

 

     

    7. Refund Processing

    • Refunds are issued to the original payment method.

    • Allow 3–5 business days for processing (banks may take up to 5 business days).

    • If a refund is delayed:

      • Check your bank/credit card statement

      • Contact your bank or payment provider

      • If unresolved, contact us at hanfu.dream@gmail.com with order details 

     

      If you have any questions or concerns, we're just an email away. Thank you for shopping with us!

      Last Updated: 30 August 2025 (GMT +8)