Welcome to Thegentlecraft– made softly, made by hand.

      RETURNS, REFUNDS AND CANCELLATION POLICY

      Effective Date: April 25, 2026

      Thank you for shopping at thegentlecraft. We hope every piece you choose brings warmth and beauty to your space. This policy explains how we handle cancellations, returns, exchanges, and refunds.

      If you have any questions, please contact our customer support team before sending any item back.

      1. Order Cancellations and Changes

      If you need to cancel or modify an order, please contact us as soon as possible at service@thegentlecraft.com with your order number and the change you would like to make.

      We will do our best to accommodate your request, but once your order has entered processing, production, or shipping, we cannot guarantee that changes or cancellations can be made.

      Personalised, customised, or made‑to‑order items may enter production shortly after confirmation, so timely changes may not be possible.

      2. Return Period

      You may request a return within 30 days of delivery for eligible items.

      Please contact us before sending anything back. Unauthorised returns may be refused or may delay the refund process.

      3. Return Eligibility

      For change‑of‑mind returns, the item must:

      • Be unused, unworn, unwashed, and undamaged;

      • Be in its original packaging where reasonably possible;

      • Include all original parts, accessories, and promotional items; and

      • Be accompanied by valid proof of purchase.

      We may refuse a return if the item shows signs of use, damage, alteration, improper assembly, or incomplete packaging not caused by us.

      4. Non‑Returnable Items

      Unless the item is damaged, defective, incorrect, or otherwise covered by applicable law, we generally cannot accept change‑of‑mind returns for:

      • Personalised or custom‑made pieces;

      • Made‑to‑order items;

      • Products altered or assembled by the customer;

      • Clearance or final‑sale items clearly marked before purchase;

      • Gift cards; and

      • Products that cannot be returned for health, hygiene, or safety reasons after opening (e.g., underwear, swimwear). This restriction is clearly stated on the respective product page.

      5. Damaged, Defective, Incorrect, or Incomplete Items

      If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly with:

      • Your order number;

      • A clear description of the issue;

      • Photographs or videos showing the item and the problem;

      • Photographs of the shipping label and outer packaging where relevant; and

      • Confirmation of your delivery address.

      After reviewing your request, we will, at your choice, send a replacement, offer an exchange, or issue a refund for the affected item(s). We take full responsibility – we do not merely reimburse return shipping; we actively provide a remedy (replacement, exchange, or refund). If the problem is confirmed to be our fault or our fulfilment partner’s, we will cover the applicable replacement or return shipping costs.

      Please do not discard the item or its packaging while your request is being reviewed unless our customer support team tells you otherwise.

      6. Return Shipping

      • For merchant‑responsible returns (damaged, defective, incorrect, or incomplete items): we will provide return instructions and cover authorised return shipping costs.

      • For change‑of‑mind returns: you are responsible for the return shipping costs. Original shipping fees are non‑refundable (unless required by law). Any customs duties or import fees already paid cannot be refunded by us.

      We recommend using a trackable shipping method for change‑of‑mind returns. We are not responsible for items lost or damaged in transit before they reach our authorised return address.

      Please do not send returns using cash‑on‑delivery or similar services.

      7. Return Address

      Always contact us for return authorisation and instructions before sending any item back.

      Our registered business address is not a return address. The correct return address will be provided after your return request is reviewed and approved.

      Items sent to an unauthorised address may be refused, lost, or returned to the sender.

      8. Exchanges

      Exchanges depend on product availability. Exchanges require that you first return the original item(s) – we cannot send a replacement until we receive and inspect the original item (subject to stock availability).

      If the requested item is out of stock, we may process a refund and suggest placing a new order.

      9. Refunds

      After we receive and inspect your authorised return, we will notify you whether your refund has been approved.

      • Approved refunds will cover the purchase price of the eligible returned item(s).

      • Original shipping fees are refundable only if the return is due to our error (e.g., wrong item, defective product). For change‑of‑mind returns, original shipping costs are non‑refundable.

      • Customs duties, import taxes, or other non‑refundable charges imposed by the destination country are not refundable, as these are paid to third parties.

      • If the return is due to a defective or incorrect item, we will also reimburse any return shipping costs you may have incurred (if you did not use our prepaid label).

      Approved refunds will normally be issued to your original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional time to reflect the refund in your account.

      We generally do not issue refunds to a payment method different from the one used for the original purchase.

      10. Late or Missing Refunds

      If an approved refund has not appeared after the expected time:

      • Check your bank or payment account;

      • Contact your card issuer, bank, or payment provider; and

      • Contact us if you still need assistance.

      11. Incorrect Addresses and Undeliverable Orders

      You are responsible for providing a complete and accurate delivery address.

      If an order is returned or cannot be delivered because of an incorrect address, failure to collect after multiple delivery attempts, refusal of delivery, or unpaid customs charges:

      • Applicable return shipping, customs, and handling fees will be deducted from any eligible refund.

      • If you request re‑delivery to a corrected address, you will be responsible for the additional shipping costs.

      • Refund eligibility will be assessed after the returned package is inspected.

      12. Contact and Company Information

      If you have any questions, concerns, or requests, please reach out:

      • Brand: thegentlecraft

      • Website: https://www.thegentlecraft.com

      • Customer Service Emails: thegentlecraft@163.com; service@thegentlecraft.com

      • Store Operator: thegentlecraft is operated by Xincheng District Yunmei Knitwear Store, which is responsible for the operation of the online store, order processing, customer service, and related e‑commerce activities.

      • Date of Establishment: February 10, 2023

      • Business Registration Number: 92150102MAC6UYT80G

      • Registered Business Address: No. 18, South Square, Tongda Mall, Chezhan East Street, Xilin North Road Street, Xincheng District, Hohhot City, Inner Mongolia Autonomous Region, China

      Please do not send returns to our registered address unless instructed by our team. Always contact us first for return instructions.

      We hope your thegentlecraft experience brings you joy. If you have any further questions, we’re always here to help.