Refund policy
Return & Exchange Policy
At Sinogen Clothing, we want you to be satisfied with your purchase. Please review our Return & Exchange Policy before requesting a return or exchange.
1. Refund Policy
Items that qualify for a return may be refunded through one of the following methods:
- Online Bank Transfer
- Store Credit
- Sinogen Clothing Gift Card
Please Note: Delivery fees are non-refundable.
2. Product Eligibility
| Product Type | Refundable | Exchangeable |
|---|---|---|
| In-Stock Items | Yes | Yes |
| Preorder Items | No | Yes |
| Custom Orders | No | Yes |
Non-Returnable & Non-Exchangeable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Jewelry
- Harnesses
- Garters
- Swimsuits
- Undergarments
- Temporary Tattoos
- Stickers
3. Exchange Payments
If the replacement item has a higher value than the original purchase, the difference may be paid using any of the following methods:
- Cash
- Linx
- Online Bank Transfer / Deposit
- PayPal
- Store Credit
- Sinogen Clothing Gift Cards
If the replacement item has a lower value, the difference will be issued as Store Credit or a Gift Card.
4. Return & Exchange Fees
- Your first return request is free.
- Any additional returns will incur a fee equivalent to the current delivery fee ($45 TTD).
- Exchange requests are subject to the current delivery fee ($45 TTD).
5. Return & Exchange Conditions
To qualify for a return or exchange, items must:
- Be unused and unworn.
- Be free from stains, odors, damage, or alterations.
- Include original packaging and tags where applicable.
Failure to meet these conditions may result in:
- A restocking fee of up to 30%, or
- Rejection of the return or exchange request.
6. How to Prepare Your Package
Secure Packaging
Place the item inside a sealed, non-transparent bag to prevent damage during transit.
Shipping Labels
- For exchanges, a new shipping label will be provided.
- For returns, please attach the original shipping label to your package whenever possible.
Courier Collection
The courier will collect your package. Once the item has been received, inspected, and approved, your refund, store credit, or exchange will be processed.
7. Acceptable Reasons for Exchange
Items may be exchanged for the following reasons:
- The item does not fit.
- You do not like the item.
- The item is not as described.
8. Acceptable Reasons for Return
Items may be returned only for the following reasons:
- The item is defective.
- The item received is not as described.
9. Contact Us
If you require assistance with a return or exchange request, please contact us:
- Email: admin@sinogentt.com
- WhatsApp: +1 (868) 753-1084