Refund and Return Policy

Effective Date: December 19, 2025
Last Updated: December 19, 2025

At Eastline Official, your satisfaction is our top priority. We stand behind the quality of our products and want you to be completely happy with your purchase. This Refund and Return Policy outlines our procedures for returns, exchanges, and refunds.

Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

1. RETURN POLICY OVERVIEW

1.1 Return Window

You have 14 calendar days from the date of delivery to initiate a return or exchange. Returns requested after 14 days from delivery will not be accepted.

Important: The 14-day period begins on the date the package is delivered to your address (as confirmed by carrier tracking), not the date you placed your order.

1.2 Return Eligibility Requirements

To be eligible for a return, items must meet ALL of the following conditions:

• Unworn and Unused: Items must not have been worn, used, washed, or altered in any way
• Original Condition: Items must be in the same condition as when you received them
• Original Tags Attached: All original manufacturer tags, labels, and price tags must be attached and intact
• Original Packaging: Items should be returned in original packaging when possible (polybags, boxes, etc.)
• No Damage: Items must be free from stains, odors, pet hair, makeup, deodorant marks, or any signs of wear
• No Alterations: Items must not have been altered, tailored, or modified
• Return Authorization: You must obtain return authorization from us before shipping items back

Items that do not meet these requirements will be refused and returned to you at your expense, or disposed of with no refund issued.

2. NON-RETURNABLE ITEMS

The following items are FINAL SALE and cannot be returned, exchanged, or refunded under any circumstances:

• Final Sale Items: Products marked as "Final Sale," "Clearance," or "As-Is" at the time of purchase
• Worn or Washed Items: Any items that have been worn, washed, or show signs of use
• Items Without Tags: Products with removed, damaged, or missing original tags
• Damaged by Customer: Items damaged due to misuse, negligence, or accidents after delivery
• Undergarments and Intimate Apparel: For health and hygiene reasons, underwear, socks, and intimate apparel cannot be returned once the package is opened
• Customized or Personalized Items: Any products that were customized, personalized, or made-to-order
• Gift Cards: Gift cards and store credit are non-refundable
• Promotional Items: Free gifts, promotional items, or bonus products included with orders
• Items Returned After 14 Days: Returns initiated more than 14 days after delivery

3. HOW TO INITIATE A RETURN

3.1 Return Authorization Process

To start a return, you must contact us within 14 days of delivery and obtain return authorization. Follow these steps:

Step 1: Contact Us

Email us at contact@eastlineofficial.com or call +1 (505) 441-3487 (Monday-Friday, 9:00 AM - 5:00 PM MST) with the following information:

• Your order number (found in your order confirmation email)
• Item(s) you wish to return
• Reason for return (too small, too large, didn't like, defective, etc.)
• Whether you prefer a refund or exchange
• Photos of the item (if claiming defect or damage)

Step 2: Receive Return Authorization

We will review your request and respond within 1-2 business days with:

• Return authorization approval or denial
• Return Merchandise Authorization (RMA) number
• Return shipping address and instructions
• Any additional information needed

Step 3: Prepare Your Return

• Ensure items meet all eligibility requirements (unworn, tags attached, etc.)
• Include your RMA number inside the package on a piece of paper
• Pack items securely in original or protective packaging
• Do not write on or damage original product packaging

Step 4: Ship Your Return

• Ship to the return address provided (see Section 4 below)
• Use a trackable shipping method and keep your tracking number
• We recommend purchasing shipping insurance for valuable items
• You are responsible for return shipping costs (unless item is defective or incorrect)

Important: Returns sent without prior authorization or without an RMA number may be refused, delayed, or lost. Always obtain return authorization before shipping.

3.2 Return Shipping Timeframe

Once you receive return authorization, you must ship the item(s) within 7 days. Returns shipped after 7 days may not be accepted.

4. RETURN SHIPPING ADDRESS

All returns must be shipped to our designated return processing center:

Eastline Official - Returns Department
419 Jianguo Building
Aiguo Road, Luohu District
Shenzhen City, Guangdong Province
China 518001

Important Notes About Return Address:

• This is our fulfillment partner's return processing center, not our business address
• Do NOT ship returns to our Albuquerque, NM business address - they will not be processed
• International return shipping to China is required due to our dropshipping model
• Use the exact address provided above to ensure proper delivery
• Include your RMA number clearly visible on the package exterior and inside

5. RETURN SHIPPING COSTS

5.1 Customer Responsibility for Return Shipping

You (the customer) are responsible for paying return shipping costs in the following situations:

• Change of mind (didn't like the item, color, style, etc.)
• Ordered wrong size
• No longer needed
• Found a better price elsewhere
• Any reason other than defect or our error

Estimated Return Shipping Costs: International shipping from the US to China typically costs $15-$40 depending on package weight and carrier. We recommend using USPS, FedEx, or UPS with tracking.

5.2 Company-Paid Return Shipping

We will provide a prepaid return shipping label or reimburse return shipping costs ONLY if:

• The item received was defective or damaged upon arrival
• We sent you the wrong item (incorrect size, color, or product)
• The item does not match the description on our website
• The item arrived damaged due to shipping

In these cases, contact us immediately with photos, and we will provide return instructions and a prepaid label.

5.3 Return Shipping Tips

• Use a trackable shipping method (USPS Priority Mail International, FedEx, UPS)
• Keep your tracking number and shipping receipt
• Consider purchasing shipping insurance for high-value items
• Allow 2-4 weeks for international return transit to China
• Customs forms may be required - declare as "returned merchandise" with original value

6. REFUND PROCESSING

6.1 Refund Timeline

Once we receive your returned item at our return center, the following timeline applies:

• Inspection: 3-5 business days to inspect the returned item and verify it meets return requirements
• Refund Processing: 5-10 business days after approval to process the refund to your original payment method
• Bank Processing: 5-10 additional business days for the refund to appear in your account (depending on your financial institution)

Total Refund Time: Approximately 2-4 weeks from when you ship the return until you see the refund in your account.

6.2 Refund Method

Refunds are issued to the original payment method used for the purchase:

• Credit card refunds appear as a credit on your card statement
• Debit card refunds are deposited back to your bank account
• PayPal refunds are credited to your PayPal account
• Shop Pay refunds are credited to your Shop Pay account

We do not issue refunds via check, cash, wire transfer, or store credit unless specifically requested and approved.

6.3 Refund Amount

Standard Refund: You will receive a refund for the full product price paid.

What is NOT Refunded:

• Original Shipping Costs: Since we offer free shipping, this does not apply in most cases. However, if you paid for expedited shipping (when available), those costs are non-refundable.
• Return Shipping Costs: You are responsible for return shipping costs (unless item is defective or incorrect)
• Restocking Fees: We do not charge restocking fees for standard returns that meet all requirements

Partial Refunds: A partial refund may be issued if:

• Item is returned with missing tags or packaging
• Item shows minor signs of wear or use
• Item is returned significantly after the 14-day window (at our discretion)

No Refund: No refund will be issued if:

• Item does not meet return eligibility requirements
• Item is damaged, worn, washed, or altered
• Item is a non-returnable final sale product
• Return is initiated after 14 days from delivery
• Item is returned without authorization or RMA number

6.4 Refund Notification

You will receive email notifications at each stage:

• Return Received: When your return arrives at our facility
• Inspection Complete: When inspection is complete (approved or denied)
• Refund Processed: When the refund is issued to your payment method

7. EXCHANGES

7.1 Exchange Policy

We accept exchanges for different sizes or colors of the same product, subject to availability. Exchanges are processed as:

1. Return the original item following our return process
2. Receive a refund for the original item
3. Place a new order for the desired size/color

We do not hold inventory or guarantee availability of exchange items. We recommend placing a new order for the desired item as soon as possible to ensure availability.

7.2 Exchange Shipping Costs

• You pay return shipping for the original item (unless defective)
• You pay shipping for the new order (free standard shipping applies)

8. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

8.1 Reporting Defects or Errors

If you receive a defective, damaged, or incorrect item, you must report it within 48 hours of delivery for fastest resolution.

Contact us immediately at:

• Email: contact@eastlineofficial.com
• Phone: +1 (505) 441-3487

Provide the following information:

• Order number
• Description of the defect, damage, or error
• Clear photos showing the issue (defect, damage, wrong item, etc.)
• Photos of the shipping box/packaging if damaged in transit

8.2 Resolution for Defective/Damaged/Incorrect Items

We will provide one of the following resolutions at no cost to you:

• Full Refund: Complete refund including return shipping reimbursement
• Replacement: Send a replacement item at no charge
• Partial Refund: Keep the item and receive a partial refund (for minor defects)
• Prepaid Return Label: We provide a prepaid return shipping label

8.3 Defect Examples

Defects covered under this policy include:

• Manufacturing defects (stitching errors, fabric flaws, broken zippers)
• Items damaged during shipping (tears, stains, broken packaging)
• Wrong item sent (different product, size, or color than ordered)
• Missing items from your order
• Significant discrepancies from product description

9. CANCELLATIONS

9.1 Order Cancellation Window

You may request to cancel your order within 24 hours of placement by contacting us immediately:

• Email: contact@eastlineofficial.com
• Phone: +1 (505) 441-3487

9.2 Cancellation Conditions

• Cancellations are only possible if the order has not yet entered processing (1-3 business days)
• Once an order has been processed and shipped, it cannot be cancelled
• Shipped orders must be returned following our standard return policy
• Approved cancellations receive a full refund within 5-10 business days

10. LOST OR STOLEN PACKAGES

10.1 Lost Packages

If tracking shows your package was delivered but you did not receive it:

1. Check all possible delivery locations (front/back door, mailbox, neighbors, building office)
2. Wait 24-48 hours (sometimes marked delivered prematurely)
3. Contact the shipping carrier to file a claim
4. Contact us at contact@eastlineofficial.com within 7 days of delivery date

We will work with you and the carrier to locate the package or provide a resolution.

10.2 Stolen Packages

We are not responsible for packages stolen after confirmed delivery by the carrier. However, we will:

• Assist you in filing a carrier claim
• Provide necessary documentation for police reports
• Offer a one-time courtesy discount on a replacement order (at our discretion)

We recommend using secure delivery locations or requiring signature confirmation to prevent theft.

11. RETURN TRACKING AND STATUS

11.1 Tracking Your Return

After shipping your return:

• Keep your return tracking number and monitor its progress
• International returns to China typically take 2-4 weeks in transit
• Email us your tracking number at contact@eastlineofficial.com for our records
• We will notify you when your return is received and inspected

11.2 Return Status Updates

You can check your return status by:

• Emailing contact@eastlineofficial.com with your order number and RMA number
• Calling +1 (505) 441-3487 during business hours
• Waiting for our email notifications at each stage

12. REFUSED OR UNDELIVERABLE RETURNS

Returns may be refused or not accepted if:

• Returned without prior authorization or RMA number
• Sent to the wrong address (not our China return center)
• Items do not meet return eligibility requirements
• Items are damaged, worn, washed, or missing tags
• Returned after the 14-day window
• Package is damaged or opened during return transit

Refused returns will be:

• Returned to you at your expense, OR
• Disposed of with no refund issued (if return shipping is cost-prohibitive)

13. MULTIPLE RETURNS AND ABUSE PREVENTION

We reserve the right to refuse returns or restrict accounts if we detect patterns of abuse, including:

• Excessive returns (returning more than 50% of orders)
• Returning worn or used items
• Wardrobing (wearing items and returning them)
• Fraudulent return claims
• Returning items purchased from unauthorized sellers

Accounts flagged for return abuse may be:

• Restricted from future returns
• Suspended or terminated
• Reported to fraud prevention services

14. INTERNATIONAL CUSTOMERS

We currently only ship to the United States. International customers cannot place orders at this time. This return policy applies only to US customers.

15. GIFT RETURNS

If you received an item as a gift:

• Contact the gift giver to obtain the order number
• Follow the standard return process
• Refunds will be issued to the original purchaser's payment method
• We can issue store credit to you (the gift recipient) upon request

16. WARRANTY AND GUARANTEES

16.1 Product Quality

We stand behind the quality of our products. If you experience a manufacturing defect within 30 days of delivery, contact us for a resolution.

16.2 Satisfaction Guarantee

While we do not offer a formal satisfaction guarantee beyond our 14-day return policy, we are committed to resolving any issues and ensuring you are happy with your purchase. Contact us if you have concerns.

17. CONTACT US FOR RETURNS

For all return-related questions, issues, or requests, please contact us:

SJR E COMMERCE
Doing Business As: Eastline Official

Email: contact@eastlineofficial.com
Phone: +1 (505) 441-3487
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM MST (Mountain Standard Time)

Business Address:
1209 Mountain Road Pl NE Ste R
Albuquerque, NM 87110
United States

Return Shipping Address:
419 Jianguo Building
Aiguo Road, Luohu District
Shenzhen City, Guangdong Province
China 518001

EIN: 98-1889650

18. CHANGES TO THIS POLICY

We reserve the right to update or modify this Refund and Return Policy at any time. Changes will be effective immediately upon posting on our website with a new "Last Updated" date.

Your continued use of our Site and placement of orders after changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically.

19. POLICY COMPLIANCE

This Refund and Return Policy complies with:

• Federal Trade Commission (FTC) regulations
• State consumer protection laws
• Google Merchant Center return policy requirements
• E-commerce best practices and industry standards

20. SUMMARY - QUICK REFERENCE

Return Window: 14 days from delivery
Condition Required: Unworn, unwashed, tags attached, original condition
Return Shipping Cost: Customer pays (unless defective/incorrect)
Return Address: China (provided upon authorization)
Refund Processing: 10 business days after receipt
Refund Method: Original payment method
Exchanges: Return + new order
Defective Items: Report within 48 hours, free return/replacement
Cancellations: Within 24 hours if not yet processed
Contact: contact@eastlineofficial.com or +1 (505) 441-3487

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This Refund and Return Policy is designed to provide transparency and protect both customer and company rights. It complies with US consumer protection laws and Google Merchant Center requirements for clear, accessible return policies.