Refund policy

REFUND & RETURN POLICY

1. 30-Day Return Window

We operate a 30-day return policy. You have 30 calendar days from the date you receive your order to submit a return request.

To be eligible for a return, the item must be in the exact same condition that you received it: unworn, unused, with all original tags attached, and in its original packaging. A receipt or proof of purchase is also required.

2. How to Initiate a Return & Central Warehouse Address

To start a return, you must contact our customer service team at info@gentrygrand.com. Items sent back to our warehouse without prior authorization will not be accepted.

Once your return request is approved, your package must be shipped directly to our central warehouse at the following address:

  • Recipient / Company Name: Liu Changxing

  • Street Address: No. 2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi Yiwu Town

  • Province / State: Zhejiang

  • Postal Code: 310000

  • Country: China

3. Return Shipping Costs & Customs Rules

Please carefully review our shipping guidelines before dispatching your return:

  • Customer Responsibility: Customers are responsible for paying all return shipping costs. We do not provide free return shipping labels.

  • Customs Clearance Required: You must select a tracked shipping method where the sender (buyer) is strictly responsible for any customs clearance. Packages that require the receiver to clear customs or pay import duties cannot be processed by our warehouse and will be rejected.

  • Tracking Number: After dispatching your return, you must provide our support team with the active tracking number and carrier website. We are not liable for shipments held or lost in customs due to sender errors.

4. Damages, Defective Items & Order Issues

Please inspect your order immediately upon reception. If you believe your item is defective, damaged, or if you received the incorrect product, contact us right away at info@gentrygrand.com with clear photographs so our team can evaluate the issue and provide a fast solution.

5. Non-Returnable Items & Exceptions

Certain items cannot be returned under any circumstances, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom or personalized products

  • Personal care and beauty items

  • Hazardous materials, flammable liquids, or gases

  • Promotional sale items or promotional gift cards

Please get in touch with us if you have specific questions or concerns regarding the eligibility of your item.

6. Exchanges

The fastest way to ensure you get the item you want is to return the original item following our return instructions. Once your return is received and accepted, you can make a separate purchase for the new item.

7. European Union 14-Day Cooling-Off Period

Notwithstanding the rules above, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason and without justification. The item must still meet our standard condition requirements (unworn, unused, with tags, and in original packaging).

8. Refunds & Processing Time

We will notify you by email once we have received and inspected your return at our central warehouse.

  • Approval: If approved, your refund will be automatically processed to your original payment method within 10 business days.

  • Bank Processing: Please remember that your financial institution or credit card provider may take additional business days to process and post the transaction to your account statement.

  • Delays: If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at info@gentrygrand.com.