Shi Jiang Lacquer Art Return and Exchange Policy
At Shi Jiang Lacquer Art, we always place the satisfaction of our global customers first. We adhere to our love and commitment to traditional lacquer art, and each piece embodies the exquisite craftsmanship of our artisans and a rich cultural heritage spanning millennia. We are dedicated to providing high-quality lacquer art products and services to art enthusiasts worldwide. Should you encounter any issues with your purchase, the following detailed return and exchange policy is designed to offer convenient and efficient after-sales support, ensuring a worry-free shopping experience.
1. Return and Exchange Timeframes
(1) Damaged or Incorrect Items
If the product you received is damaged, or if an issue arises due to our error (though such instances are rare), please contact us within three (3) calendar days of receiving your order through the following convenient channels:
International Customer Service Email: shijiangqiyi588@gmail.com. We guarantee a response within three (3) business days of receiving your email, no matter your location.
Online Customer Service: Visit our global official website and click the online customer service icon at the bottom right corner of the page. We offer 24/7 online support to address your inquiries.
We will immediately initiate our problem-solving process, assigning dedicated customer service representatives to communicate with you and swiftly verify the situation. For severely damaged, irreparable items, we will issue a full refund to your original payment method, typically within five (5) business days. Alternatively, we can replace the item with a brand-new one, covering the international shipping costs. For minor, repairable imperfections, we will endeavor to complete the repair within forty-five (45) days (depending on the product size, area requiring repair, and complexity of the process) and ship it back to you free of charge via international express courier, providing tracking information for your convenience.
(2) Standard Returns and Exchanges
If you are unsatisfied with your Shi Jiang Lacquer Art purchase, you may return the item to our designated international return center within seven (7) calendar days of purchase, provided the item is unworn, undamaged, and complete with all original packaging and accessories (including manuals, gifts, etc.). Please note that international shipping fees are non-refundable due to the high and variable costs of international shipping. A 25% restocking fee will apply to all returned items. However, this fee will be waived if you choose to exchange the item for another. Items purchased during promotional events will be subject to the specific terms and conditions of that promotion. If your original purchase qualified for discounts (e.g., spend X amount, get Y discount), and the return reduces your order total below the threshold, the discount will be proportionally deducted from your refund based on the actual amount paid and the original item price.
2. Non-Returnable or Exchangeable Items
(1) Pre-sale Items
All pre-sale items are non-refundable and ineligible for return or exchange. This is because pre-sale items incur specific costs during the production planning phase and are subject to a pre-defined production and sales process. However, in exceptional circumstances, such as product discontinuation, raw material supply disruptions, or force majeure events outside of your control that prevent the pre-sale item from being delivered, we will proactively notify you using your provided contact information (email, SMS, etc.), process a full refund, and offer a $50 USD coupon as compensation for the inconvenience. This coupon can be used toward a future purchase and is valid for 30 days.
(2) Personalized Customized Items
Personalized customized items are also non-refundable and cannot be returned or exchanged. Depending on the specific type of customization, some items may be eligible for adjustments or repairs, subject to a restocking fee. This fee will be determined by the complexity and cost of the adjustment or repair. Our experienced artisans strive to create each customized piece to perfection. If you are dissatisfied with your customized item, please contact us promptly. We will assess the item and determine if a return can be processed outside of our standard policy. If a return is approved, we will deduct material, labor, and other incurred costs before issuing a refund. Refund methods and timelines are the same as those outlined for damaged/incorrect items.
3. Return and Exchange Process & Important Information
(1) Return Shipping Address
Customers are responsible for all shipping costs to and from our international return center. For your protection, we strongly recommend using insured or priority shipping services such as DHL Express or FedEx Priority, which offer tracking and loss/damage coverage. We are not responsible for lost packages; therefore, insurance is essential. Please package the item carefully in its original box and ship it to: Sheng Bang Long Yue, No. 18 Liangxing Road, Liangqing District, Nanning City, Guangxi Province, China. We recommend using a padded envelope or small box for safe transit.
(2) Exchange Value
The exchange value for non-personalized items is the purchase price indicated on your receipt, including any discounts or promotions applied at the time of purchase. Shipping fees are not included in the exchange value. Pre-sale and personalized items are not eligible for returns or exchanges. If the replacement item costs more than the original, you will need to pay the difference via our provided international payment methods (e.g., PayPal, international credit card). If the replacement item costs less, the difference will be refunded to your original payment method, typically within 5 days, proportionally based on the actual payment and original price.
4. Warranty Policy
(1) Orders Within 30 Days
Orders placed within 30 calendar days of purchase are covered by our global warranty. During this period, if the item develops a defect, you are eligible for free repair or replacement. You must contact us within 3 days of discovering the issue, provide international return shipping information, and we recommend suitable international courier services. You are responsible for the return shipping cost. Typical repair time is 45 days (actual time depends on the extent of damage and complexity of the repair).
(2) Repairs After 30 Days
For repairs needed after 30 days from purchase, fees will be calculated based on the complexity and cost of the repair. This fee excludes round-trip international shipping costs. To ensure a smooth and efficient repair process, please contact us before shipping any items to discuss repair options and cost estimates. We will provide a detailed repair quote and estimated timeframe based on the damage. If you are not satisfied with the repair options, we will offer alternative solutions, such as partial component replacement. You may also choose a new item, for which we will offer a discount to offset the cost.
We are committed to providing excellent products and services to our global customers. Should you have any questions or require further assistance regarding returns, exchanges, or warranties, please do not hesitate to contact us at shijiangqiyi588@gmail.com. Our customer service team is ready to assist you with professionalism and patience, ensuring your rights are protected.