Refund Policy

Ochach Return Policy
Thank you for choosing Ochach! In order to protect your purchases, we have a clear and transparent return policy. Please feel free to contact us at service@ochach.com for assistance.

I. Scope of Application
This policy applies to brand new products purchased from Ochach website, APP and offline experience stores (except for special products such as customized models and intimate apparel, which are subject to the labeling on the product details page).

Refund Policy
1. 7 days no reason to return (online orders)
Conditions: Within 7 days after receiving the goods (subject to the date of logistic signing), the goods are in good condition (hangtags intact, no washing/wearing traces, complete accessories) and do not affect the secondary sales.
Process: ① Login account → “My Orders” → select the corresponding order to apply for returns; ② fill in the reason for return and upload the actual picture of the goods (to clearly show the hangtag and the overall state); ③ review, the system will send the return address (please do not mail directly to the office address); ④ goods sign and confirm that there is no error, the refund will be returned within 3-7 working days the original way.


2. Quality problem returns (online + offline orders)
Scope: The products have quality problems such as damaged fabrics, serious color difference, size discrepancy (not size chart error), and so on.
Procedure: ① Within 24 hours after receiving the goods, send a description of the problem and clear photos/videos through the order page or customer service email; ② After customer service confirmation, provide free pickup or send back by yourself (shipping costs are borne by Ochach); ③ After acceptance, support a full refund or exchange (see the exchange policy below).

Exchange Policy
1. Does Ochach provide exchange of goods?
Exchange is supported (limited to the same style, the same price of goods size / color adjustment, no inventory can be negotiated when the refund).

2. Exchange process (online orders)
Non-quality replacement: ① within 7 days of receipt of the goods, through the “My Orders” to apply for an exchange, indicating the required size / color; ② to send back the goods (shipping costs should be borne by themselves), to ensure that the goods are in good condition before sending back; ③ warehouse signing, priority arrangements for the exchange of goods, no inventory will contact you to confirm the refund.
Quality problem replacement: customer service confirmation, direct arrangements for free replacement (including two-way freight), without the need to send back (except in special circumstances).


3. Offline experience store exchange
Within 14 days after the purchase, with proof of purchase and intact goods to the original store replacement, limited to the same style of goods size / color adjustment.



Damaged or defective products
1. When signing for the package is found to be damaged
Please take a picture of the package and refuse to accept it, contact customer service (phone / email) to explain the situation, we will re-arrange the delivery or refund.
2. After signing the receipt of the product found damaged / defective
Within 48 hours of receipt of the product, feedback through the following ways: ① online orders: order page to submit a request for replacement / return, with a clear photo of the damaged part; ② offline orders: call customer service or send an e-mail to service@ochach.com, indicating the order number and description of the problem.
If the damage is caused by logistics, we will assist you in claiming compensation from the logistics company and prioritize the replacement of the goods for you.


V. Exceptions (returns and exchanges are not supported)
Unpacked intimate apparel (such as underwear, socks), customized goods (including modification of size / embroidery services).
Stains, breakage, loss of hangtags due to improper use and storage by customers.
Goods that are clearly labeled as “non-returnable and non-exchangeable” in the promotional activities (please pay attention to the page tips before placing an order).

Refund/exchange time limit

Type
Audit time
Processing time limit (from the date of signing)
Arrival/Shipping Time
No Reason Return
1-3 business days
3 business days to complete the review
Refund 3-7 business days
Quality Exchange
Response within 24 hours
Replacement within 2 working days after confirmation
Logistics time limit is based on the delivery address
Offline Exchange
Review on the spot
Immediate processing
In-store stock can be exchanged on the spot

VII. Contact Us
If you have any return or exchange problems, you are welcome to contact us through the following ways.
Customer service e-mail: service@ochach.com (with order number and problem details, reply within 24 hours)
Customer service phone: +86 15698547854 (Monday to Friday 9:00-21:00, Chinese / English service)
Online customer service: official website / APP “Help Center” real-time communication
Ochach is committed to handling every return and exchange request in an efficient and responsible manner to make your shopping experience more secure!