1. Core Validity Period: All orders are eligible for refund or exchange within 30 days from the date you receive the product, provided that you present valid proof of purchase (e.g., order number, payment record, electronic/paper receipt). Upon approval, you will receive a full refund for the product (excluding additional service fees).
2. Product Requirements: To apply for a refund or exchange, the product must meet the following conditions:
   • Unused, free of wear marks, and in the original condition as received (e.g., no oxidation on jewelry, no scratches on wooden accessories, no chips on jade).
   • Complete original packaging retained (including brand gift box, dust bag, product label/tag; no dents on the box, no torn labels).
   • No damage caused by normal use and wear (e.g., chain oxidation, wooden cracking due to daily wear, etc.—these are not eligible for refund or exchange).

1. Refund Scope: Only the actual paid amount for the product itself will be refunded. The following fees are non-refundable:
   • Shipping fee in the order (including ordinary express, UPS expedited, etc.).
   • Additional service fees such as personalized customization fees, gift wrapping fees, and greeting card writing fees.
   • Handling fees incurred by the payment platform (if applicable).
2. Refund Process:
   ① Submit a refund/exchange request through our official email/customer service channel (please specify the order number, problem description, and attach real photos of the product).
   ② Our customer service will review the request within 1-2 business days. If approved, we will inform you of the return address (Do not send the product to the address shown on the packaging; please use the detailed address provided by our customer service).
   ③ After we receive the returned product, we will complete the quality inspection within 3 working days. If it meets the conditions, we will send a “Refund Approval Notice.”
   ④ The refund will be automatically returned to your original payment method (e.g., credit card, WeChat/Alipay, PayPal) within 1 week. The specific arrival time depends on the processing cycle of the payment platform/bank.
3. Special Refund Protection:
   • If the return is caused by our mistake (e.g., wrong product sent, received jewelry with factory defects/breaks, missing accessories, etc.), after approval:
     ✅ We will cover the return shipping fee (you need to advance the fee first and claim reimbursement with the courier tracking number, limited to regular courier fees).
     ✅ Full refund of the product amount + the shipping fee you advanced.
   • For products purchased within 1 year, if there are material defects not caused by human factors (e.g., natural cracking of jade, non-oxidation damage to silver jewelry), you can apply for a “Defective Product Exclusive Discount Code” with the proof of purchase, enjoying a 50% discount on repurchasing the same product (the discount code is valid for 30 days and cannot be combined with other promotions).
4. Delayed/Missing Refund Handling:
   If you do not receive the refund on time, we recommend first: ① Check your bank account/payment platform statement (there may be delays); ② Contact the payment platform customer service to inquire about the progress. If there is still no result, please contact us via the official email, providing a screenshot of the refund transaction record, and we will assist in verifying.

1. Applicable Scenarios for Exchange: Exchanges are only supported for the following situations (limited to the same product, and stock must be available):
   • The product has factory defects (e.g., loose inlay of jewelry, cracks in wooden accessories, incomplete carved patterns, etc.).
   • Received the wrong product (e.g., style/material/size does not match the order).
2. Exchange Process:
   ① Same as “Refund Process ①②”; when applying, please indicate “Exchange” and your needs (e.g., exchange for the same style and size, reissue missing accessories, etc.).
   ② After we receive the returned product and pass the quality inspection, we will ship the new product within 5 working days (regular courier by default; additional fee is required for expedited shipping).
   ③ After the exchange, the new product is no longer eligible for “secondary refund” and can only be handled in accordance with this policy for subsequent after-sales issues.
3. Exchange Shipping Fee Instructions:
   • For exchanges caused by our mistakes: We will cover both the return and re-shipping fees.
   • For other eligible exchanges: You need to bear the return shipping fee, and we will cover the shipping fee for sending the new product.

The following products are not eligible for refund or exchange, regardless of whether they are within the 30-day period. Please confirm carefully before placing an order:

1. Discounted/Sale Products: Including accessories marked as “Non-Refundable & Non-Exchangeable” such as “Limited-Time Flash Sale,” “Clearance Section,” and “Lucky Bags.”
2. Personalized Custom Products: Such as engraved jewelry, wooden accessories with exclusive carved patterns, custom-sized jade pendants, etc.
3. Special Category Products:
   • Opened/used spiritual items (these are not eligible for refund or exchange after opening due to hygiene and energy attributes).
   • Gift Cards (including physical/electronic gift cards; non-refundable and non-redeemable for cash once sold).
4. Products that do not meet the “Product Requirements”: Such as used/worn products, damaged packaging, torn labels, or man-made damage (e.g., jade breakage caused by falling, self-modified accessories, etc.).

1. Please choose a courier service that provides a tracking numberand keep the tracking number until the refund/exchange is completed to facilitate logistics tracking.
2. Zendaosanctum is not liable for lost or damaged packages during transportation if they are sent via “untraceable logistics”
3. Please pack the product properly when returning (it is recommended to wrap the jewelry with bubble wrap to avoid collision during transportation). If the returned product is damaged again due to improper packaging, it may affect the refund/exchange review result.

If you have any after-sales questions, you can contact us through the following channels:

• Official email：[info@zendaosanctum.com]

For jewelry care tips, please visit: [Please replace with your website’s “Jewelry Care Guide” page link, e.g., https://zendaosanctum.com/pages/jewelry-care-guide]

Zendaosanctum is dedicated to providing you with accessories that combine spirituality and quality. We also hope that through this transparent after-sales policy, every shopping experience of yours will be more secure. If you have any suggestions, please feel free to feedback—we will continue to optimize our service experience!