International Return & Refund Policy

Thank you for choosing [chinesezodiac.shop] for Chinese Zodiac and Feng Shui products. We aim to ensure your satisfaction with every purchase. This International Return & Refund Policy outlines the terms, conditions, and procedures for returning products purchased from our website, specifically tailored for overseas customers. Please read this policy carefully before initiating a return.

1. Scope & Eligibility

This policy applies to all international orders (excluding domestic orders within China). To be eligible for a return or refund, products must meet the following criteria:

 

  • Return Window: You must submit a return request within 30 calendar days of receiving your order (calculated from the date of delivery confirmed by the courier).
  • Product Condition:
    • For quality-related issues (e.g., manufacturing defects, damage during transit, wrong item shipped): Products may be returned even if opened, but must be in their original condition (no additional damage caused by the customer).
    • For change-of-mind returns (e.g., you no longer want the item): Products must be unused, unopened, and in their original packaging (including tags, protective foam, and cultural information cards).
  • Exceptions: The following items are non-returnable unless damaged or defective:
    • Customized products (e.g., engraved zodiac figurines, personalized color schemes).
    • Fragile items that are damaged due to improper handling by the customer (e.g., dropped ceramic statues).
    • Hygiene-related accessories (e.g., Feng Shui amulets with direct skin contact).

2. How to Initiate a Return

Follow these steps to start a return:

  1. Submit a Return Request:
    • Log into your [Your Website Name] account → Go to “My Orders” → Select the order you want to return → Click “Request Return”.
    • Alternatively, contact our international customer service team via email ([returns@yourdomain.com]) with:
      • Your order number,
      • Reason for return (attach photos/videos of defects/damage if applicable),
      • Preferred resolution (refund, replacement, or store credit).
  2. Await Approval: We will review your request within 48 business hours (excluding weekends and Chinese public holidays). If approved, we will send a Return Authorization (RA) Number and detailed return instructions (including our overseas return warehouse address, if applicable).
  3. Ship the Product Back:
    • Clearly mark the RA Number on the outer packaging (unmarked packages may be rejected).
    • Use a trackable courier (e.g., DHL, FedEx, UPS) to ship the product—we do not accept untrackable shipping (risk of lost packages).
    • For quality-related returns: We will provide a prepaid shipping label (for major countries like the US, UK, and Australia) or reimburse reasonable shipping costs (submit a receipt after shipping).
    • For change-of-mind returns: You are responsible for all return shipping fees, customs duties, and taxes (these are non-refundable).

3. Return Shipping Guidelines

To avoid delays or disputes, please adhere to these rules when shipping returns:

 

  • Packaging: Use the original packaging (or equivalent protective materials, such as bubble wrap and rigid boxes) to prevent damage during transit—we are not liable for items damaged due to improper packaging.
  • Customs Documentation: Include a copy of the original commercial invoice (mark “RETURN – NO COMMERCIAL VALUE” to avoid additional customs fees). We will provide a return invoice template if needed.
  • Prohibited Items: Do not include non-returnable items (e.g., free gifts, used accessories) in your return package—these will not be returned to you.

4. Refund & Replacement Process

4.1 Inspection & Approval

Once we receive your returned package, our team will inspect the product within 3-5 business days to confirm:

  • The product matches the return request (e.g., correct order number, eligible condition).
  • The reason for return is valid (e.g., defects are confirmed).
4.2 Refund Details
  • Approved Refunds:
    • Refunds will be issued to your original payment method (e.g., credit card, PayPal) within 5-7 business days after inspection approval.
    • Refund amount:
      • Quality-related issues: Full order amount (including original shipping fees).
      • Change-of-mind returns: Product price only (original shipping fees and return shipping fees are non-refundable).
    • Note: Refund processing times may vary by payment provider (e.g., credit card issuers may take 7-10 additional days to reflect the refund).
4.3 Replacement Option
  • If you prefer a replacement (e.g., for a defective or wrong item):
    • We will ship the replacement within 48 hours after inspection (if the product is in stock).
    • We cover all shipping fees for replacements due to our error (no extra cost to you).
    • If the product is out of stock, we will offer a full refund or store credit (with a 10% bonus for future purchases).

5. Special Notes for International Customers

  • Customs Duties & Taxes: For return shipments, you may need to pay local export duties—keep the receipt if you are eligible for a refund (we will reimburse these fees only for quality-related returns).
  • Lost Return Packages: If your return package is lost in transit, please provide the tracking number to our customer service team—we will assist in investigating with the courier. No refund/replacement will be issued without proof of shipment.
  • Address Errors: Double-check the return address provided by our team—packages sent to the wrong address will not be processed, and you will be responsible for reshipping fees.

6. Exceptions & Limitations

  • We are not liable for returns delayed or rejected due to:
    • Failure to provide the RA Number.
    • Non-compliance with return conditions (e.g., used products for change-of-mind returns).
    • Customs delays or restrictions in your country (please confirm local import/export rules before returning).
  • For high-value items (e.g., jade zodiac statues over $500 USD), we recommend purchasing shipping insurance to cover potential loss or damage.

7. Contact Us

  • If you have questions about returns, refunds, or need assistance with your request, please contact our international customer service team:

     

    • Email: [support@chinesezodiac.shop] (response within 24 business hours).
    • Live Chat: Available 9:00 AM – 6:00 PM (China Standard Time, GMT+8) via the “Chat” button on our website.
    [chinesezodiac.shop] reserves the right to update this policy. Any changes will be posted on this page with a revised “Effective Date”. Your continued use of our services constitutes acceptance of the updated policy.

     

    This policy complies with international consumer protection regulations, including the EU’s Consumer Rights Directive (2011/83/EU) and the US Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule.