Refund policy

RETURN & REFUND POLICY

Last updated: September 22, 2026

Please review this policy carefully before purchasing from Ch'ien.

Ch'ien offers a curated selection of vintage, secondhand, pre-owned, personally curated, independently sourced, limited-inventory, and one-of-one goods. Because many items cannot be replaced and may have unique histories or condition characteristics, purchases are generally final.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded or limited.

  1. FINAL SALE

Except where required by applicable law or where Ch'ien determines that an item was materially misrepresented, all sales are final.

Ch'ien generally does not accept:

• Returns for change of mind
• Exchanges
• Order cancellations after an order has been placed
• Returns because an item does not fit
• Returns based solely on personal preference
• Returns based on sizing expectations
• Returns for characteristics clearly disclosed or reasonably visible in the listing

Customers should review all photographs, descriptions, measurements, sizing information, materials, condition notes, and other available product information before completing a purchase.

Questions should be submitted before checkout whenever additional information is needed.

  1. VINTAGE, SECONDHAND, AND PRE-OWNED GOODS

Many items sold through Ch'ien are vintage, secondhand, pre-owned, previously handled, personally curated, personally worn, independently sourced, limited, or one-of-one.

Such items may display characteristics associated with their age, history, manufacture, use, storage, or prior ownership. These may include fading, marks, stains, repairs, alterations, distressing, creasing, pilling, scuffs, scratches, tarnishing, discoloration, odor, missing tags, replaced components, manufacturing variation, or other signs of use or age.

These characteristics do not constitute a material misrepresentation when they are disclosed in the listing, reasonably visible in the photographs, or reasonably consistent with the nature and stated condition of the item.

  1. SIZING AND MEASUREMENTS

Tagged sizing may vary substantially between brands, countries, eras, manufacturers, garment types, and previously altered items.

Measurements provided by Ch'ien are approximate and may vary slightly depending on garment construction and measurement method.

Customers are encouraged to compare listed measurements with a similar item they already own.

An item not fitting as expected does not, by itself, constitute a material misrepresentation.

  1. COLOR AND APPEARANCE

Ch'ien makes reasonable efforts to photograph items accurately.

Lighting, photography, image compression, editing, screen calibration, brightness, display settings, and viewing devices can affect how color, texture, scale, finish, and other characteristics appear.

Reasonable differences caused by these factors do not constitute a material misrepresentation.

  1. MATERIAL MISREPRESENTATION

Ch'ien will review a request for resolution when the item received is substantially and objectively different from the item represented in the product listing at the time of purchase.

Examples may include:

• Receiving an entirely different item
• A significant undisclosed condition issue that existed before shipment
• A significant discrepancy between the item and a material fact expressly represented in the listing
• Another substantial and objectively verifiable listing error

The following generally do not constitute material misrepresentation:

• Buyer’s remorse
• Fit issues
• Personal preference
• Sizing expectations
• Minor measurement variations
• Reasonable color variations caused by photography or displays
• Normal vintage or secondhand wear
• Characteristics disclosed in the listing
• Characteristics reasonably visible in the photographs
• Ordinary aging or wear consistent with the item’s stated condition
• Failure to review the listing before purchase

  1. REPORTING A PROBLEM

Customers who believe an item was materially misrepresented should contact Ch'ien as soon as reasonably possible after delivery.

For efficient documentation and investigation, we request that issues be reported within three calendar days after confirmed delivery whenever possible.

Contact:

chien@becomethecreative.com

Please include:

• Your name
• Your order number
• A clear description of the issue
• Clear photographs showing the item and the claimed discrepancy
• Photographs of the shipping packaging if damage during transit is involved
• Any other information reasonably relevant to the issue

The three-day reporting request is intended to help Ch'ien document the condition of limited and one-of-one goods promptly. It does not eliminate any right or remedy that cannot lawfully be limited.

  1. KEEP THE ITEM AND PACKAGING

While a claim is being reviewed, customers should retain:

• The item
• Original packaging
• Shipping materials
• Shipping label
• Product tags
• Accessories
• Documentation included with the item
• Any other materials relevant to the claim

Do not discard packaging when shipping damage is suspected.

  1. REVIEW OF CLAIMS

Submitting a claim does not automatically establish eligibility for a return or refund.

Ch'ien may review relevant information including:

• The original product listing
• Product photographs
• Condition notes
• Measurements
• Order information
• Fulfillment records
• Shipping and tracking information
• Customer photographs
• Customer communications
• Other information reasonably necessary to evaluate the claim

Claims will be reviewed in good faith and in accordance with applicable law.

  1. AUTHORIZATION REQUIRED BEFORE RETURNING AN ITEM

Do not send an item back to Ch'ien without written authorization.

If a return is approved, Ch'ien will provide return instructions and the applicable return address in writing.

Unauthorized returns may be refused or returned to the sender to the extent permitted by law.

  1. APPROVED RESOLUTIONS

Depending on the circumstances, an approved claim may result in one or more of the following:

• Return for refund
• Partial refund
• Replacement, when an appropriate replacement is available
• Store credit, when accepted by the customer
• Another mutually agreed resolution

The appropriate resolution will depend on the facts of the claim and applicable law.

  1. CONDITION OF AN APPROVED RETURN

Unless otherwise required by law, an authorized return must be returned in substantially the same condition in which it was received.

An item should not be worn, altered, washed, repaired, damaged, modified, or otherwise materially changed after delivery when it is being returned because of an alleged listing discrepancy.

  1. RETURN SHIPPING

If Ch'ien authorizes a return because Ch'ien determines that the item was materially misrepresented, the written authorization will state how return shipping will be handled.

Customers should not independently purchase return postage or send an item to an address without following the written return instructions.

Where applicable law requires Ch'ien to bear return costs, those requirements will be honored.

  1. REFUND PROCESSING

When a refund is approved, it will generally be issued to the original payment method.

If an authorized return is required, the refund may be processed after the returned item is received and inspected, except where applicable law requires otherwise.

Once Ch'ien issues a refund, the customer’s bank, card issuer, payment provider, or other financial institution may require additional time to post the funds.

Processing times outside Ch'ien's systems are controlled by the applicable financial institution or payment provider.

  1. ORIGINAL SHIPPING CHARGES

Unless otherwise required by applicable law, original shipping charges are generally non-refundable when the merchandise itself was accurately represented and properly fulfilled.

If Ch'ien determines that a refund of shipping charges is appropriate because of a material fulfillment or listing issue, that amount will be included in the approved resolution.

  1. SHIPPING DAMAGE

If an item appears to have been damaged during shipment, contact Ch'ien promptly and retain the item and all packaging.

Provide photographs of:

• The item
• The damaged area
• Exterior packaging
• Interior packaging
• Shipping label
• Any visible carrier damage

Ch'ien may use this information to evaluate the matter and, where applicable, assist with a carrier claim.

  1. LOST, STOLEN, OR MISDELIVERED PACKAGES

Claims involving packages that are delayed, lost, stolen, or marked delivered but not received are handled separately from ordinary merchandise return requests.

Customers should contact Ch'ien promptly so available tracking and delivery information can be reviewed.

Carrier investigations, insurance requirements, delivery scans, and other shipping records may affect the available resolution.

Nothing in this section limits any responsibility imposed by applicable law.

  1. ORDER CANCELLATIONS

Because inventory is often limited or one-of-one and fulfillment may begin shortly after checkout, Ch'ien does not guarantee that an order can be canceled after it has been placed.

Customers may contact Ch'ien immediately if a cancellation is requested.

If fulfillment has not begun and cancellation is reasonably possible, Ch'ien may elect to cancel the order.

This does not create a general right to cancellation where none otherwise exists.

  1. ITEM BECOMES UNAVAILABLE BEFORE SHIPMENT

If Ch'ien discovers before shipment that an item is lost, unavailable, materially damaged, materially altered, or materially inconsistent with its listing, Ch'ien will make a reasonable effort to contact the customer before fulfillment.

If the affected item cannot reasonably be fulfilled as represented, Ch'ien may cancel that item or order and issue the applicable refund to the original payment method.

Ch'ien will not knowingly ship an item that has materially changed from its listing without first making a reasonable effort to address the change with the customer.

  1. PAYMENT DISPUTES

Customers are encouraged to contact Ch'ien directly regarding an order problem so the issue can be reviewed and, where appropriate, resolved.

Nothing in this policy prevents a customer from exercising any lawful right relating to their payment method or financial institution.

  1. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

To the extent permitted by law, Ch'ien may decline a return request, refund request, or accommodation that is fraudulent, materially misleading, abusive, or unsupported by the circumstances.

Nothing in this provision permits Ch'ien to deny a remedy that is required by applicable law.

  1. CONSUMER RIGHTS

This policy is intended to describe Ch'ien's general return and refund practices.

Nothing in this policy excludes, restricts, waives, or reduces any warranty, remedy, consumer protection, statutory right, or other legal right that cannot lawfully be excluded, restricted, waived, or reduced.

Where applicable law provides greater protection, applicable law controls.

  1. CONTACT

Questions about an item, order, return request, or refund can be sent to:

Ch'ien LLC

Email: chien@becomethecreative.com

Website: becomethecreative.com