Return policy

 

Return Eligibility

Return Acceptance Conditions:The product must be applied for within 7 days after receipt (14 days for no-reason returns in the EU).

The product must be unused, undamaged, and in its original packaging

Provide the order number and reason for return.

Non-returnable products:Customized products (engraving, special glaze customization, etc.).

Special clearance products (products clearly marked as "Final Sale").

Returns due to customer reasons (such as dislike of glaze color changes).

 

Return Process

Submit an application:Log in to the "My Order" page of the official website or contact customer service to initiate a return request.

You must provide an unboxing video or a photo of the outer packaging when signing for it (if damage claims are involved).

Review and confirmation:We will review and notify the results by email within 2 working days.

After the review is passed, the return address and logistics guide will be sent.

Returning the goods:Use the original packaging or equivalent protective materials to return, and it is recommended to purchase transportation insurance.

After sending, please provide the return logistics order number for tracking.

Refund processing:After receiving the return and inspecting the goods, the refund will be completed within 7 working days (original payment channel).

If the goods do not meet the return conditions, they will be returned after deducting 20% ​​repackaging fee.

 

Handling of damage or quality problems

Transportation damage:Damage found when signing: Refuse to accept on the spot and take photos for preservation, contact customer service for free resend.

Damage found after signing: Submit unedited unpacking video and photos within 48 hours.

Processing defects:Differences in natural glaze texture (such as uneven distribution of rabbit hair) are not considered quality problems.

Freight liability

Product quality issues are borne by the seller and a prepaid return label is provided

Customer subjective reasons are borne by the buyer and the logistics are selected by the buyer. Insurance is recommended

Damage during transportation is borne by the seller and a damage certificate issued by the carrier must be provided

Special instructions

Cross-border return time limit: International return logistics may take 15-30 days, and customs clearance delays are not considered overdue.

Antique Jianzhan statement: It is not sold as an antique, and returns are not accepted for reasons of "inconsistency with the age".

Gift handling: The gift must be returned together with the return, and the gift value will be deducted if it is missing.

 

Contact us

Any questions about returns? Please contact us through the following methods:

📧 Customer service email: [email protected]

📞 WHATSAPP: +8613695058553