Returns and refunds
RETURN AND REFUND POLICY
A. STANDARD RETURN PROCEDURE
Initial Contact and Required Information
a) To initiate a return, the customer must email our customer service at info@us-chinology.com.
b) The customer must provide:
i) The order number.
ii) Details of the item in question (name, reference).
iii) Specific reasons for the return (defect, non-compliance, ordering error, etc.).
iv) Complete contact information (name, mailing address, email address, phone number).
Validation and Return Instructions
a) Upon receiving the request, our after-sales service will review it to ensure compliance with our return policy.
b) If approved, we will provide the customer with the necessary instructions for returning the package (warehouse address, potential return slip, etc.).
Refund Processing
a) Upon receipt and inspection of the returned item, our after-sales service will process a refund or exchange according to the approved request.
b) The refund will be processed in accordance with the timelines and conditions specified in this policy (see Section H.3 on refund timelines).
c) This procedure complies with the Federal Trade Commission’s guidelines (see 16 CFR Part 435 – Mail, Internet, or Telephone Order Merchandise Rule) regarding consumer information on return and refund terms.
B. GENERAL PROVISIONS
Scope
a) This Return Policy applies to all purchases made from Chinology US (“we” or “our company”) through our website or any other official sales channel in the United States.
b) In accordance with Federal Trade Commission (FTC) requirements for clear disclosure of return policies, we commit to making this information accessible and understandable for all our customers.
Timeframe and Coverage
a) Our standard return policy is 30 days from the date the product is received, unless otherwise specified herein.
b) Once the 30-day period has expired, we are generally unable to offer a refund or exchange unless expressly approved by our customer service.
c) Complaints regarding the product must be submitted within 30 days of receipt. After this period, no refund will be granted.
C. PRODUCTS EXCLUDED FROM THE SATISFACTION GUARANTEE FOR HYGIENE REASONS
a) For obvious hygiene and public health reasons, any item that has been used, opened, or shows signs of use cannot benefit from the 30-day “satisfaction or your money back” guarantee.
b) This exclusion is based on the principles of the Uniform Commercial Code (UCC) Article 2, which allows the seller to refuse returns of products that can no longer be resold in their original condition for hygiene or safety reasons.
c) Products concerned include, but are not limited to: personal care items, items that come into direct contact with the skin, or any other product that, once used, cannot be resold without health risks.
D. INCORRECT INFORMATION PROVIDED BY THE CUSTOMER
Obligation to Provide Accurate Information
a) It is the customer’s responsibility to provide accurate information when placing an order, including the shipping address, billing address, email address, and phone number.
b) In accordance with UCC Article 2-301, the buyer is required to fulfill all obligations (including providing the correct delivery information) to perfect the sales contract.
Consequences of Incorrect Information
a) If the customer makes an error in providing personal or shipping details, and the package is delivered to an incorrect address or is undelivered due to this error, we cannot be held responsible, and the satisfaction guarantee will not apply.
b) No claim will be accepted if the error in address or personal data is solely attributable to the customer.
E. RETURN OF ITEMS FOR REFUND
Return to Our Warehouse and Proof of Shipment
a) To be eligible for the 30-day satisfaction guarantee, any item (eligible for return) must be sent back to our warehouse.
b) A return slip (or written confirmation from our customer service) and proof of shipment (tracking number or shipping receipt) must be provided by the customer. Without these, no refund will be granted.
c) This requirement is consistent with the Federal Trade Commission Rule (16 CFR Part 435), which allows sellers to require proof of return to process refunds.
Condition of the Returned Item
a) The item must be intact, unused (or in its original condition if a defect is identified) and in its original packaging.
b) Any item found damaged or incomplete, for reasons not attributable to our company, may be refused or only partially refunded.
F. LOST OR UNDELIVERED PACKAGES
Free Replacement Product
a) If a package is declared lost by the carrier or is not delivered correctly for reasons not attributable to the customer, we will send a replacement product at no additional cost.
b) The customer must complete an affidavit (in accordance with 28 U.S. Code § 1746, which permits declarations under penalty of perjury) confirming that they did not receive the original item.
c) Any abuse or knowingly false statement may result in legal action.
G. MULTIPLE ORDERS AND PARTIAL REFUNDS
Partial Return
a) If multiple items are ordered and the customer wishes to take advantage of the guarantee, only unused and eligible items (see Section C) can be returned.
b) The refund will then be prorated based on the number of items returned relative to the initial order.
c) This practice is permitted by UCC Article 2-601, which allows for the partial acceptance of goods.
d) If the customer is not fully satisfied, they may return the remaining unused portion of the product for a partial refund.
H. BANK DISPUTES AND PUBLIC COMPLAINTS
Provision of Evidence to the Bank or Social Media
a) In the event of a bank dispute (chargeback, payment contestation) or a public complaint on social media, if the return conditions described above have not been met, we reserve the right to provide all necessary evidence to the relevant financial institution or social media platform.
b) Pursuant to the Fair Credit Billing Act (15 U.S. Code § 1666), we are permitted to submit such evidence to support our position in a billing dispute.
Unfounded or Misleading Statements
a) If a customer publishes defamatory, malicious, or knowingly misleading statements about us, we reserve the right to take any necessary legal action under applicable defamation laws.
b) We encourage customers to contact us in advance to seek an amicable resolution for any dispute.
I. OTHER RELEVANT PROVISIONS
Manufacturing Defects or Damage During Transit
a) For any item with a manufacturing defect or that was damaged during transit, please contact us immediately at info@us-chinology.com. In certain cases, photographic or video evidence may be required to expedite the replacement or refund process.
Non-refundable Items
a) Products deemed “perishable” (such as gift cards or vouchers) cannot be refunded.
b) If an item has a manufacturing defect, we will replace or refund it in accordance with applicable law and our current return procedures.
Refund Timeline
a) Refunds are processed once the returned items have been received and inspected.
b) The timeframe may vary depending on the banking institution; however, if you have not received your refund within 14 days from our confirmation, please contact us at info@us-chinology.com.
Governing Law
a) This policy is governed by the federal laws of the United States and the laws of the state where our main operations are located, subject to any specific provisions in other states.
b) Consumer rights granted by law remain applicable insofar as they do not conflict with our legitimate return and refund policies.
J. MEDICAL EXEMPTION OR ALLERGY CLAUSE
Eligibility for Refund Due to Health Reasons
a) If a customer is unable to use the mask due to a documented medical condition or an allergy to the mask’s materials, they may be eligible for a refund, even if the mask shows minor signs of use.
b) The customer must provide documentation from a licensed healthcare provider verifying the condition or allergy, as well as any additional supporting information requested by our customer service.
c) Once eligibility is confirmed, the refund will be processed following the procedures described in Section E.
d) If the customer experiences irritation attributable to the use of the product, they must provide a photo as evidence to be eligible for a partial refund.
K. CONTACT
For any questions regarding our Return Policy, please contact us at info@us-chinology.com.