Refund policy
Last Updated: 11 September 2026
This Return and Refund Policy applies to retail products purchased directly through longquechsilk.cn. It explains which products may be returned or exchanged, the return method, costs, inspection and refund timing, and the special rules for fabric sold by length, customized products, and clearance items. Please review this Policy before placing an order.
1. Scope and Policy Administrator
This Policy is issued by Suzhou LONGQUE Silk Co., Ltd. (苏州隆鹊丝绸有限公司), doing business as China Silk · Longque. It applies to ordinary retail orders placed directly through longquechsilk.cn, referred to as the Website. In this Policy, Longque, we, us, and our refer to Suzhou LONGQUE Silk Co., Ltd.
This Policy does not apply to purchases made from an independent retailer, marketplace, distributor, or other third party. For those purchases, contact the seller shown on your receipt. Wholesale, business-to-business, bulk, and separately quoted custom orders may be governed by written terms provided before payment. Mandatory consumer rights always remain available.
Shipping and delivery matters are also governed by our Shipping Policy.
Personal information used to process a return is handled under our Privacy Policy.
Use of the Website and order formation are governed by our Terms of Service.
2. Return Summary
· Eligible standard products may be returned or exchanged when the customer contacts us within 14 calendar days after delivery.
· Returns are accepted by mail only and require our authorization and the correct return address before shipment.
· For a change-of-mind return, the customer pays return shipping. We do not charge a restocking fee for an approved eligible return.
· Fabric cut from a bolt to the customer’s selected length, customized products, and items clearly marked final sale cannot be returned for change of mind.
· A final-sale condition does not remove remedies for an item that is damaged, defective, incorrect, materially misdescribed, or supplied in a materially incorrect quantity.
· For a damaged, defective, or incorrect item, contact us as soon as possible, preferably within 48 hours after delivery, and keep the item and packaging for review.
The detailed conditions below control if this summary and a later section appear different.
3. Return Window
For an eligible standard product, email service@longquesilk.com within 14 calendar days after delivery to request a return or exchange. The return window begins when carrier tracking records delivery to the delivery address. If an order arrives in separate parcels, the window for each item begins when that item is delivered.
After we approve a return and send the return instructions, dispatch the parcel within 7 calendar days unless we agree to a different date in writing. An authorization may expire if the parcel is not dispatched within that period. Any longer return period required by applicable law takes priority.
4. Products Eligible for a Standard Return
Ready-to-ship apparel, scarves, shawls, bags, accessories, and other standard products may be returned or exchanged for change of mind, size, color, or style preference when the request is made within the return window and the product satisfies Section 5. A standard, pre-cut, packaged piece of fabric may also be eligible when the product page does not identify it as final sale or cut to the customer’s specifications.
5. Condition of Returned Products
A product returned for change of mind must be:
· unused, unworn, unwashed, uncleaned, uncut, unsewn, and unaltered
· free from stains, odors, cosmetics, pet hair, damage, and other signs of use
· returned with all original tags, labels, accessories, and any return-eligibility or security tag intact
· returned in its original product packaging where supplied and reasonably possible, with protective packaging sufficient to prevent damage in transit
You may inspect or try on an eligible product only as reasonably necessary to determine its nature, characteristics, size, and fit. If a returned product does not satisfy these conditions, we will explain the issue and may reject the return or reduce the refund only to the extent permitted by applicable law.
6. Fabric Products
Standard Precut Fabric
Fabric sold as a fixed, pre-cut, ready-to-ship package may be returned under the standard 14-day rule when the product page does not mark it final sale and the entire piece remains unused, unwashed, uncut, unsewn, and unaltered.
Cut to Length Fabric
Some fabric is sold by length from a bolt. The product page or quantity selector may state, for example, that one unit represents 10 centimeters and that multiple units will be cut to the selected length. Once we cut fabric from a bolt according to the quantity or dimensions selected by the customer, that piece is made to the customer’s specifications and is final sale for change-of-mind purposes.
Cut-to-length fabric cannot be returned or exchanged because the customer changed their mind, selected the wrong quantity, no longer needs the fabric, dislikes a normal shade or texture variation, or determines that the fabric is unsuitable for a project when it otherwise matches the product description and order. This rule applies even if the customer has not cut the fabric further.
Fabric Inspection and Covered Problems
Inspect the fabric’s identity, color, visible condition, width, and ordered length promptly after delivery and before washing, cutting, sewing, or otherwise using it. If an apparent problem exists, stop using the fabric and contact us. Cutting or using fabric after an apparent problem has been identified may affect the available remedy, but it does not remove rights for a latent defect or any right that applicable law does not allow us to limit.
Cut-to-length and other final-sale fabric remains eligible for a remedy if it is damaged, defective, the wrong fabric or color, materially different from its description, materially short of the ordered length, or supplied in another materially incorrect specification. Include photographs of the full piece, close views of the issue, the product label, and a ruler or measuring tape where a width or length issue is reported.
Silk and traditionally finished textiles can have normal variations in shade, weave, slubs, texture, sheen, hand feel, dye lot, and pattern placement. Screen and lighting conditions can also affect color appearance. A normal variation is not a defect when the fabric otherwise materially conforms to the product description.
7. Final Sale and Nonreturnable Products
The following products cannot be returned or exchanged for change of mind where applicable law permits:
· fabric cut from a bolt to the length or dimensions selected by the customer
· customized, personalized, altered, or made-to-order products after production or alteration has begun
· clearance products that were clearly identified as final sale on the product page before purchase
· products that have been used, worn, washed, cleaned, cut, sewn, altered, damaged after delivery, or returned without required tags or components
These exclusions do not apply when a product is damaged, defective, incorrect, materially misdescribed, or subject to a non-waivable return, refund, repair, replacement, or cancellation right.
8. Damaged Defective Incorrect or Misdescribed Products
If a parcel or product arrives damaged, defective, incorrect, materially different from its description, or materially short in quantity, contact us as soon as possible, preferably within 48 hours after delivery. A later notice does not by itself waive a mandatory consumer right, but prompt notice helps us preserve carrier evidence and resolve the matter.
Provide:
· the order number and email address used for the order
· a clear description of the problem and the remedy requested
· clear photographs of the outer parcel, shipping label, internal packaging, and affected product
· for fabric, photographs and measurements described in Section 6
Keep the product and all packaging until our review is complete. After verification, we will provide an appropriate remedy, which may include replacement, exchange, refund, repair, or another remedy required by law. If replacement stock is unavailable, we will offer a refund or another lawful remedy. We will not require the customer to bear approved return or replacement shipping costs when the problem resulted from our error or damage in transit.
Accepting or signing for a parcel does not by itself waive a mandatory consumer right.
9. How to Request a Return or Exchange
Email: service@longquesilk.com and include:
· your order number
· the name of each product you wish to return or exchange
· the reason for the request
· whether you prefer a return, exchange, or another available remedy
· photographs when the product is damaged, defective, incorrect, misdescribed, or affected by a fabric quantity or specification issue
We aim to respond within 1 to 2 business days. Do not send the product until we have approved the request and provided return instructions.
10. Return Authorization and Mailing Method
Returns are accepted by mail only. We do not currently accept in-store returns, kiosk returns, or unarranged drop-offs. After approval, we will provide a return authorization reference, the correct return address in China, and any required customs or packaging instructions. The return address may differ from our general business address. Do not send a return to the general business address unless we specifically instruct you to do so.
Place the authorization reference and order number inside or clearly on the return parcel as instructed. Use a tracked postal or courier service, keep the receipt, and retain the tracking number until the return is complete. Declare the parcel accurately and identify it as returned merchandise where the carrier and customs rules permit. Do not misstate the contents or value.
An unauthorized return may be delayed or rejected where permitted by law, and we may be unable to reimburse shipping or customs costs that we did not approve.
11. Return Shipping Labels Duties and Other Costs
Change of Mind
For an eligible change-of-mind return, the customer arranges and pays for tracked return shipping. The customer is also responsible for return-related customs duties, import taxes, brokerage charges, and handling charges. Original shipping charges, customs duties, import taxes, and government or carrier fees are not refundable by us unless applicable law requires otherwise. The customer may contact the relevant customs authority about any refund that authority may offer.
For a change-of-mind exchange, the customer pays return shipping and any replacement shipping charge we disclose and confirm before dispatch.
Our Error or Transit Damage
For a verified damaged, defective, incorrect, or materially misdescribed product, we will provide a prepaid return label where reasonably available or reimburse the approved reasonable return shipping cost. We will not charge replacement shipping. Follow our instructions before paying a return cost so that we can confirm the service and amount.
No Restocking Fee
We do not charge a restocking fee for an approved eligible return. This does not prevent us from rejecting an ineligible return or reducing a refund for loss in value caused by handling beyond what is reasonably necessary, but only where and to the extent applicable law permits.
12. Exchanges
Eligible standard products may be exchanged for a different size, color, or style when requested within the 14-day window and when replacement stock is available. The returned product must satisfy the same conditions as a return. Any price difference and applicable shipping charge will be confirmed before the replacement is dispatched.
After our warehouse receives and approves the return, an available exchange is normally processed within 3 to 4 business days and sent by standard shipping. If the requested replacement is unavailable or a direct exchange is impractical, we may issue a refund and invite the customer to place a new order.
13. Inspection and Decision
We will inspect the returned product after it reaches the authorized return location and notify you by email whether the return is approved. If we cannot approve the return, we will explain the reason and, where appropriate, ask whether you want the product returned to you at your cost. We will not intentionally dispose of a rejected product without notice unless the product is unsafe, unlawful to ship, abandoned after reasonable notice, or disposal is otherwise permitted by law.
14. Refund Amount and Timing
An approved refund is issued to the original payment method and is based on the amount actually paid for the returned product after discounts. For a change-of-mind return, any original shipping charge paid is not refunded. If the return is caused by our error, a verified defect, or transit damage, the refund will include any standard shipping charge paid for the affected product or order where appropriate and required by this Policy or applicable law.
We process an approved refund within 7 to 14 business days after inspection. The payment provider or bank may require additional time to post the refund, which we do not control. If the original payment method cannot receive the refund, we will contact you to arrange a lawful alternative.
15. Refused Unclaimed and Undeliverable Parcels
A parcel refused or left unclaimed because the customer changed their mind, supplied an incorrect or incomplete address, or did not pay destination-country duties or taxes is not automatically treated as an approved return. After the parcel returns to us and is inspected, we will determine whether the merchandise is otherwise eligible for refund. We may deduct actual original shipping, return shipping, rerouting, customs, brokerage, or carrier charges imposed on us, to the extent permitted by law.
We do not make those deductions when refusal or return resulted from our error, verified transit damage, or another circumstance for which applicable law makes us responsible.
16. Order Cancellation
Contact us as soon as possible if you wish to cancel an order. If a ready-to-ship order has not shipped and a customized, made-to-order, altered, or cut-to-length item has not entered production or cutting, we will cancel the order without an additional handling fee and issue a full refund to the original payment method.
A customized, made-to-order, altered, or cut-to-length item may no longer be cancellable after production, alteration, or cutting begins. After dispatch, the return rules in this Policy apply. Mandatory cancellation rights remain unaffected.
17. Mandatory Consumer Rights
Nothing in this Policy excludes or limits a warranty, guarantee, return, refund, repair, replacement, cancellation right, or other consumer protection that applicable law does not allow us to exclude or limit. If applicable law gives a customer a longer period, requires us to bear a cost, or provides a different remedy, that law controls. A final-sale exclusion applies only where applicable law permits it.
18. Changes to This Policy
We may update this Policy when our products, return process, service providers, or legal obligations change. The revised Policy applies from the Last Updated date shown above. The version in effect when an order is accepted continues to govern that order unless applicable law or an agreed change requires otherwise.
19. Contact Us
For a return, exchange, refund, or product issue, contact:
Suzhou LONGQUE Silk Co., Ltd. (苏州隆鹊丝绸有限公司)
Brand name: China Silk · Longque
Website: https://www.longquechsilk.cn
Email: service@longquesilk.com
Phone and WhatsApp: +86 19901468498
Postal address: Room 611, No. 79 Jinfan Road, Shuangta Subdistrict, Gusu District, Suzhou, Jiangsu 215000, China
Chinese address: 中国江苏省苏州市姑苏区双塔街道锦帆路79号611室
We aim to respond within 1 to 2 business days. The postal address above is our general business contact address and is not automatically the authorized return address. Wait for return instructions before sending a parcel.