Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Important note: all products sold are fully handmade custom cloisonné charms. Returns are only accepted for manufacturing defects caused by our side; ordinary preference differences, size mismatch or change of mind do not qualify for return requests.
 
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, alongside clear photos/videos proving product defects from our production side.
 
To start a return, you can contact us at xiuzhixiuzhi521@google.com. 
 
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
 
You can always contact us for any return question at xiuzhixiuzhi521@google.com.
 
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
 
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. For our handmade custom pet charms specifically: once production has started, we cannot accept cancellations or returns due to buyer’s personal preference; finished custom items are non-refundable unless confirmed to have production defects on our end. Please get in touch if you have questions or concerns about your specific item.
 
Unfortunately, we cannot accept returns on sale items.
 
Exchanges
Custom items cannot be exchanged directly. The fastest way to ensure you get what you want is to cancel your order before production commences. If production is already completed and you need a revised design due to our manufacturing error, we will arrange remake for you. For buyer-initiated design changes after production, please place a brand new separate order. 
 
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, only when the goods remain completely unprocessed and production has not begun. Once handmade production, wire bending and resin curing have been completed for your personalized item, the custom good is exempted from the 14-day cooling-off return per EU consumer rules for bespoke goods. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
 
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at xiuzhixiuzhi521@google.com.