Refund policy

Refund & Return Policy

Last Updated: June 2026

Important Notice Regarding Customized Products

At Hanchuan Yunqi E-commerce Co., Ltd., we specialize in handmade and personalized glass artwork. All products are made to order based on the customer's selected design, size, and specifications.

Custom products are not eligible for returns or exchanges due to customer preference, change of mind, incorrect product selection, or other non-quality-related reasons.

Damaged, defective, or incorrect items may be reported within 30 days of delivery for review and resolution.

If your order arrives damaged during transit, contains manufacturing defects, or is significantly different from the product ordered, please contact us within 30 days of delivery and provide supporting photos for verification. Once approved, we will offer a replacement or refund depending on the situation.

By placing an order, you acknowledge and agree to this policy.

1. Custom-Made Products

All products sold on our website are handmade and produced individually upon order confirmation.

Because these products are customized and cannot be resold, we do not accept returns or exchanges for:

  • Change of mind after purchase

  • Incorrect product selection by the customer

  • Requests to modify the order after production has started

  • Minor variations in handmade craftsmanship

  • Slight color differences due to screen or lighting conditions

Each piece is uniquely crafted, and small variations are part of the handmade process.

2. Order Cancellation

Orders may be canceled within 6 hours of purchase for a full refund.

After 6 hours, or once production has started, cancellation may no longer be possible as materials and labor will have already been allocated.

Approved refunds will be processed to the original payment method within 5–10 business days.

3. Damaged, Defective, or Incorrect Items

We take full responsibility for product quality and safe delivery.

If your order arrives:

  • Damaged during shipping

  • Defective due to production issues

  • Incorrect or significantly different from what was ordered

Please contact us within 30 days of delivery.

To process your request, please provide:

  • Order number

  • Clear photos of the product

  • Photos of the packaging and shipping box

  • Photos of the shipping label

  • A brief description of the issue

Please send all information to:

Email: info@yunqicustom.com

4. Resolution Options

After reviewing your claim, we will determine the appropriate solution based on the situation:

  • Replacement of the product at no additional cost, or

  • Full refund to the original payment method

No additional shipping fees will be charged for approved claims related to damage or quality issues.

5. Non-Refundable Situations

We cannot offer refunds or replacements in the following cases:

  • Incorrect information provided by the customer (size, design, customization details)

  • Delays caused by customs clearance or shipping carriers

  • Damage caused after delivery due to improper handling, installation, or misuse

  • Normal handmade variations that do not affect product functionality or overall appearance

6. Return Authorization

Do not return any items without prior approval from our customer service team.

Unauthorized returns may be rejected or sent back to the sender.

If a return is approved, our team will provide detailed return instructions.

7. Refund Processing Time

Once approved, refunds will be issued to your original payment method.

Processing times are typically 5–10 business days, depending on your bank or payment provider.

8. Contact Information

If you have any questions regarding this policy, please contact us:

Company Name:
Hanchuan Yunqi E-commerce Co., Ltd.

Email:
info@yunqicustom.com

Phone / WhatsApp:
+86 18674012708

Business Address:
Room 310, Unit 3, Building 8, Xihu International Plaza, Xihu Avenue, Xiannüshan Subdistrict, Hanchuan City, Xiaogan City, Hubei Province, China

Support Hours:
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)