This return and exchange policy applies to all online transactions of apparel, footwear, and bags on telesbag.co. By placing an order, you acknowledge and agree to all the rules of this return and exchange policy. This policy aims to protect users’ legitimate consumer rights, clarify the responsibilities of both parties in after-sales service, and ensure a standardized and transparent after-sales process.
I. Return and Exchange Timeframe
Within 30 calendar days of receiving the goods, users can apply for a no-reason return or exchange or a return/exchange for items that meet the return and exchange conditions. Orders exceeding the 30-day after-sales timeframe will not be accepted for return or exchange. If the delivery is delayed due to holidays or logistics delays, the after-sales timeframe will be based on the delivery record time in the logistics system, without separate extensions.
II. General Return and Exchange Conditions
- Items requested for return or exchange must be in brand new, unused condition, free from wear, abrasion, stains, scratches, odors, or other human-caused damage. Original tags, packaging, and accessories must be complete and intact, without missing, damaged, or disassembled parts.
- For platform-related issues such as product quality problems, incorrect or missing shipments, or significant discrepancies between the actual product and the page description, returns and exchanges can be requested unconditionally, with related after-sales costs borne by the platform.
- For returns and exchanges requested due to personal preferences, unsuitable sizes, visual color differences, or other personal reasons, the product must be intact and undamaged, not affecting resale, to be approved. Slight color differences displayed on the page or differences in lighting during photography are not considered product quality issues and are not eligible for mandatory after-sales service.
III. Situations Where Returns and Exchanges Are Not Accepted
- Products exceeding the stipulated after-sales period;
- Products that have been worn or used, showing signs of wear, stains, damage, alteration, or washing;
- Products with missing or damaged tags, outer packaging, or accessories;
- Special promotional clearance items, specifically marked as non-refundable and non-exchangeable on the page;
- Product problems caused by improper storage, human error, or accidental bumps by the user.
IV. Return and Exchange Process
- Application Submission: Users must submit a return and exchange application through the website’s customer service channel within the after-sales period, providing the order number, actual photos or videos of the product issue, and an explanation of the reason for the after-sales issue.
- Review and Confirmation: Platform staff will verify the information and complete the review within 1-3 business days, providing feedback on the results and informing the user of the subsequent return address and processing plan.
- Return and Verification: Users must return the product to the designated address. Please do not change the return address yourself. After the product arrives at the warehouse, staff will verify the product’s condition. Once it is confirmed to meet the return and exchange standards, the refund or exchange process will be initiated.
- After-sales Completion: Refunds will be returned to the user’s original payment account. The arrival time depends on the settlement rules of the corresponding payment channel. Exchange orders will be prioritized for shipment of brand-new products.
V. Return and Exchange Shipping Fee Rules
- For returns and exchanges caused by platform responsibility (quality issues, wrong shipment, missing items, serious discrepancies in description), the platform will bear the round-trip shipping costs, and the user will not need to bear any logistics costs.
- For returns and exchanges requested due to personal reasons, the return shipping costs are the responsibility of the user. The platform does not cover return shipping costs or the original order’s shipping fees.
VI. Exchange and Refund Policy
Exchanges are limited to the same style and specifications of the product. If the corresponding style or size is out of stock, the platform will prioritize processing a full refund and will not offer an exchange. All refunds will be settled based on the actual payment amount of the order; the original basic shipping and handling fees will not be refunded, unless otherwise stipulated by law.
VII. Special After-Sales Policy
For cross-border orders, users must cooperate in completing the return customs clearance process. If the returned package cannot be signed for, fails to clear customs, or is detained due to the user’s personal reasons, the platform reserves the right to terminate after-sales processing. All after-sales processes strictly comply with relevant U.S. consumer protection regulations to ensure fair and compliant transactions.
VIII. Policy Updates
The platform may revise this return and exchange policy in a timely manner based on operational adjustments and regulatory updates. The updated content will be published on this page and will take effect immediately upon publication. Continued use of the website services constitutes acceptance of the latest policy content.