💰 Refund Policy
Thank you for choosing Yiwuxi purple-clay wares. We want you to be delighted with every piece of Eastern artistry you receive. If you are not completely satisfied, the following refund guidelines apply:
✅ Refund Eligibility (applicable if any of the following occurs)
- Shipping Damage：If the item arrives damaged in transit, please provide photos and your order number within 48 hours of receipt. We will arrange a free replacement or full refund at your preference.
- Significant Discrepancy：Should the received item materially differ from the product description (e.g., color or size variance beyond reasonable tolerance), contact us to initiate a return and refund.
- Incorrect Item Shipped：If you receive the wrong product, we will send the correct item or issue a full refund at no cost to you; all related shipping expenses will be borne by Yiwuxi.
📦 Shipping Fees for Returns
- Consumer-Initiated Returns: If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
- Merchant-Initiated Returns: If the return is due to our reasons (e.g., the goods received are damaged or incorrect), the consumer is not required to bear the shipping fee for this reason. We will cover the cost of return shipping.
♻️ Order Cancellation Policy
Customers may initiate order cancellation within 7 days after placing an order. If the customer initiates cancellation before the order is shipped and within the time frame specified on the website, the order can be canceled. The merchant processes orders within 3 business days. During this period, if the order has not been shipped, customers can apply to cancel the order.
🚫 Non-Refundable Circumstances
- Items that have been used or damaged by the customer.
- Customized products (e.g., engraved or hand-painted personalization) are not eligible for return or refund unless defective.
- For international returns unrelated to product quality, the buyer is responsible for all round-trip shipping charges and any applicable customs duties.
- Requests submitted more than 7 calendar days after delivery and without prior contact to our customer service team.
💼 Refund Procedure
- Submit your request via email or online customer service.
- Provide your order number, a brief description of the issue, and clear photographs.
- Once approved, we will process the refund within 3–5 business days.
- The refund will be credited back to your original payment method (PayPal, credit card, etc.). Actual posting time depends on your payment provider.
📌 Return Address
Hong Kong OT Cultural Tourism and Trade Co., Limited
Room 1508, 15th Floor, Yarland Centre Office Building II
625 Nathan Road, Mongkok, Hong Kong