Return Policy for Handmade Custom Products on Cross-Border Independent Website

1. Policy Statement

Handmade custom products (including but not limited to personalized engraved products, custom-sized items, exclusive design works, etc.) have different return policies from standard products due to their uniqueness and custom nature. Please read this policy carefully before placing an order. Placing an order indicates that you have understood and agreed to the terms of this policy.

2. Scope of Application

This policy applies to all products marked as “handmade custom”, “personalized custom”, “exclusive design” and other similar categories, including but not limited to:
  • Products with custom text, patterns or logos
  • Products made to specific size/specification requirements of customers
  • Exclusive products made entirely according to customer’s design 方案
  • Products that require customers to provide personal information (such as photos, names, etc.) for production

3. Acceptable Return Scenarios

Handmade custom products will only be accepted for return under the following circumstances:
3.1 Production Errors: The product has obvious differences from the design 方案，size specifications or text content you confirmed, and this is not caused by incorrect information provided by you.
3.2 Quality Issues: The product has serious quality defects (such as structural damage, key component failure, etc.), and the defect is not caused by the inherent characteristics of the custom craftsmanship or the normal properties of the materials.
3.3 Shipping Damage: The product has obvious shipping damage when received, and you provide photo evidence including the complete packaging and the damaged condition of the product within 48 hours after receipt.

4. Non-returnable Scenarios

Returns, refunds or exchanges will not be accepted under the following circumstances. We appreciate your understanding:
4.1 Return requests due to subjective reasons such as changes in personal aesthetic preferences
4.2 Custom deviations caused by incorrect information provided by the customer (such as size data, text content, image quality, etc.)
4.3 The product meets the custom requirements, but the customer finds a cheaper alternative or no longer needs the product
4.4 Minor handcrafting marks (these are unique features of handmade products, not quality issues)
4.5 Exceeding the quality problem feedback period due to long international shipping time or customer’s own reasons

5. Return Process

5.1 If you believe the product meets the above return conditions, please contact customer service within 7 days of receiving the product through:
  • Email: customreturns@example.com
  • Online form: “Custom Product Return Application” in the “Customer Service” section of the website
5.2 Please provide the following information:
  • Order number
  • Product photos (including overall and details)
  • Description of the problem and relevant evidence
  • Original design you confirmed (if available)
5.3 Customer service will review your application and provide a solution within 3 working days.
5.4 If the application is approved, we will provide detailed return instructions. Please pack and ship the product strictly according to the instructions.
5.5 For production errors or quality issues, we will bear the return shipping cost; for shipping damage, you need to pay the shipping cost first, and we will refund the shipping cost after receiving the return.

6. Handling Methods

6.1 For products that meet the return conditions, we provide the following handling methods:
  • Remake the same custom product (recommended)
  • Full refund (will be processed after receiving the returned product and confirming the problem)
  • Exchange for other products of equal value (price difference needs to be supplemented or refunded)
6.2 Refunds will be returned via the original payment method. International refunds may take 7-14 working days to arrive and may be affected by exchange rate fluctuations.
6.3 Remade products will be shipped within 10-15 working days after receiving the returned product, depending on the complexity of the customization.

7. Preventive Suggestions

To avoid unnecessary disputes, we recommend that you:7.1 Carefully confirm all custom information before placing an order, including size, text, patterns, etc.7.2 For complex customizations, proactively request to view design drafts or samples (if the service is provided)7.3 Understand the characteristics of different materials and the limitations of handmade production7.4 If you have any questions, confirm with customer service before placing an order

8. Policy Updates

This policy may be updated from time to time. The latest version will be published on the website, and the update date will be revised accordingly. We recommend that you review this policy before each custom purchase.

9. Contact Us

If you have any questions about this policy, please contact our custom service team:
  • Email: yuntullc@qq.com
  • Working hours: Monday to Saturday 9:00-19:00 (Beijing time)
Last updated date: 2025.10.1
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