Thank you for shopping with us. We take great care in creating each custom Chinese seal stamp and want you to feel confident before placing your order.

Because our products are personalized and made to order, please read the following return and refund policy carefully before completing your purchase.

1. Custom-Made Product Policy

Each custom seal stamp is individually made according to the customer’s selected details, including but not limited to:

  • Custom name, Chinese characters, English name, logo, or special text
  • Seal color
  • Seal size
  • Font style
  • Engraving layout
  • Packaging option

For this reason, personalized and custom-made products cannot be returned, exchanged, or refunded once production has started, unless there is a confirmed production error or quality issue caused by us.

Please make sure all customization details are correct before submitting your order.

2. Order Cancellation

You may request to cancel your order before production begins.

Cancellation before production

If your order has not yet entered the design or engraving process, we may be able to cancel the order and issue a refund.

Cancellation after production has started

Once the design layout, engraving preparation, or custom production has started, the order cannot be cancelled or refunded.

This is because materials, labor, and customization work have already been assigned to your order.

Estimated cancellation window: within 12–24 hours after placing the order

If you need to cancel an order, please contact us as soon as possible with your order number.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Personalized seal stamps
  • Custom engraved products
  • Products with custom names, characters, logos, or artwork
  • Gift box sets that include custom-made seals
  • Items damaged due to customer misuse or improper handling
  • Items with natural stone texture, color, or pattern differences
  • Orders with incorrect custom text submitted by the customer
  • Orders shipped to an incorrect address provided by the customer

4. Natural Material Notice

Many of our seal stamps are made from natural stone, jade-style stone, or stone-like materials. Because of the nature of these materials, each seal may have slight differences in:

  • Color tone
  • Stone texture
  • Pattern
  • Transparency
  • Surface grain
  • Natural markings

These natural variations are not considered defects. They make each seal unique and are part of the beauty of handcrafted stone products.

Product photos are for reference only. The final product may vary slightly due to lighting, screen display, and natural material differences.

5. Custom Text & Design Responsibility

Customers are responsible for providing accurate customization details.

Please carefully check the following before placing your order:

  • Spelling of English names
  • Chinese characters
  • Font style selection
  • Seal layout preference
  • Size option
  • Color option
  • Shipping address

We are not responsible for errors caused by incorrect information submitted by the customer.

If you notice a mistake after placing your order, please contact us immediately. We can only make changes before production begins.

6. Quality Issues or Production Errors

If your item arrives with a confirmed quality issue or a production error caused by us, please contact us within 7 days of delivery.

Examples of eligible issues include:

  • Wrong custom text engraved
  • Wrong seal color sent
  • Wrong size sent
  • Severe damage during production
  • Missing main item from the order
  • Engraving clearly different from the approved layout

To help us review your request, please provide:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging
  • A short description of the issue

After reviewing the case, we may offer one of the following solutions:

  • Replacement
  • Reproduction of the item
  • Partial refund
  • Full refund, depending on the situation

7. Damaged Items During Shipping

We carefully pack each order to protect it during international shipping. However, if your item arrives damaged, please contact us within 7 days of delivery.

Please provide:

  • Photos of the damaged product
  • Photos of the outer shipping package
  • Photos of the shipping label
  • Your order number

We will review the issue and provide a suitable solution. In some cases, we may need to file a claim with the shipping carrier.

Please keep the original packaging until the issue is resolved.

8. Refund Processing

If a refund is approved, it will be processed back to the original payment method.

Refund processing time may vary depending on your payment provider or bank.

Estimated refund processing time: 5–10 business days

Please note that original shipping fees, customs duties, import taxes, and payment processing fees may not be refundable unless the refund is caused by our error.

9. Return Shipping

For eligible returns approved by us, return instructions will be provided by email.

Customers should not return any item without contacting us first.

Unauthorized returns may not be accepted or refunded.

If the return is caused by our mistake or a confirmed product quality issue, we will provide a suitable solution.

If the return is approved for other special reasons, the customer may be responsible for return shipping costs.

10. Late or Missing Refunds

If you have not received an approved refund after the estimated processing time, please first check with your bank or payment provider.

If the issue is still not resolved, please contact us with your order number, and we will help check the refund status.

11. Contact Us

If you have any questions about returns, refunds, cancellations, or product issues, please contact us before placing your order or as soon as possible after receiving your package.

Please include your order number and clear photos when contacting us about a product issue.