Return & Refund Policy

Last Updated: October 2026

We want every sweater and every pair of jeans from Gonzhu to earn a place in your week. When one does not, because the fit is off, the color looked different in your hallway light, or you simply changed your mind, this policy explains how to send it back and get your money returned.

The short version: you have 30 days from delivery to start a return, we email you a prepaid return label within 1 business day of your request, your refund is completed within 7 business days of the item reaching us, and there are no restocking or processing fees at any point.

By completing a purchase at https://gonzhu.com, you agree to the terms below. Please email us at [email protected] before sending anything back, so we know the return is on its way and can get your label to you.

1. Key Policy Framework and Timelines

2. What This Policy Covers

This policy applies to every item bought at https://gonzhu.com. We accept returns for defective items and for non-defective ones alike: a size that runs differently on you, a shade that is not what you pictured, or a change of mind. Returns are made by mail, and refunds are issued in US dollars to the original payment method.

Certain product categories may have specific return conditions noted on the product page. Where product-page terms differ from this general policy, the product-page terms apply.

3. Return Eligibility Criteria

• Time limit: the return is requested within 30 days of the delivery date shown in tracking.
• Item condition: unworn outside, unwashed, unaltered (including unhemmed jeans), and free of perfume, smoke, or pet hair.
• Packaging and tags: original tags still attached and the item returned in its original sleeve or packaging.
• Proof of purchase: your order number or order confirmation email.

Trying a piece on at home is expected. Pull the sweater over a t-shirt, sit down in the jeans, and check the length against the shoes you wear most. As long as it goes back in the condition it arrived in, with tags attached, it qualifies.

4. How to Start a Return

1. Email us at [email protected] within 30 days of delivery with your order number and the item you are returning. A reason helps us decide what to stock next, but you do not have to justify the return to us.
2. We reply within 1 business day with your prepaid return label, ready to print at home or show at the carrier counter.
3. Pack the item with its tags attached, seal the parcel, and affix the label.
4. Hand the parcel to the carrier named on the label.

No printer at home? Say so in your email, and the label arrives in a format the carrier can scan straight from a mobile screen.

5. Return Address

Your prepaid label already carries this address. It is listed here for your records.

6. Refund Processing and the 7 Business Days Commitment

When your return arrives, we inspect it within 1–3 business days and email you the outcome either way. Once it is approved, customers can expect their refund to be completed within 7 business days from the date we receive the returned item.

After we issue the refund, your bank or card issuer may take a further 2 to 5 business days to post it to your statement. If you have not seen it 10 business days after our confirmation email, write to us and we will follow it up with PayPal on your behalf.

7. No Fees, in Any Form

• No restocking fee: nothing is deducted for putting the item back on the shelf.
• No processing fee: handling your return costs you nothing.
• No out-of-pocket shipping: we email you a prepaid label within 1 business day, at no cost to you.
• Full purchase price refunded: you get back exactly what you paid for the item.

When a return is caused by our mistake, a defect, damage in transit, or the wrong item, we also refund the original $4.95 shipping charge. On change-of-mind returns, the original shipping charge is kept.

8. Damaged, Defective, or Incorrect Items

If an item arrives damaged, has a defect such as a dropped stitch or a broken button, or is not what you ordered, email us within 7 days of delivery with a photograph. These cases go to the front of our queue. We send a replacement or a full refund including the original shipping, your choice, and usually you do not need to send anything back. When we do need the item, we email you a prepaid return label that covers it.

9. Exchanges

The fastest way to swap a size or a color is to return the original and place a new order for the piece you want, since the new order ships right away instead of waiting for the return to arrive.

If you prefer a direct exchange, ask for one when you request your return. We email the prepaid label, and once the original reaches us, we ship the replacement at no shipping cost to you. If the size or color you want is out of stock, we tell you before anything ships and refund the original instead.

10. When Returns Are Not Accepted

• Items marked final sale or clearance at the time of purchase.
• Items that have been worn outside, washed, or altered, including hemmed jeans.
• Items returned without their tags or original packaging.
• Returns without an order number or other proof of purchase.
• Gift cards.
• Free promotional items included with an order.

If your situation falls just outside one of these, write to us anyway.

11. Summary of the Return Lifecycle

12. Return Questions

Not sure whether an item qualifies, or want to talk through a size swap first? Email us with your order number and we will sort it out with you.

Thank you for shopping with us, and for wearing something you can settle into.