Last Updated: July 2026
This Refund and Returns Policy applies to all orders, purchases, and product returns made on AxisTao (the “Website”, “we”, “us”, or “our”). It clearly defines the terms, conditions, procedures, and eligibility for product returns, exchanges, and refunds for our handcrafted Taoist oriental cultural crafts, S925 silver ornaments, natural cinnabar accessories, and peach wood home decor. This policy complies with international e-commerce regulations, GDPR, CCPA, and global consumer protection standards to ensure transparent and fair after-sales service for all global customers.
1. General Return Eligibility
Customers may apply for returns or refunds within 30 calendar days from the date of order delivery. To be eligible for return or full refund, all returned items must meet the following requirements:
- Products must be unused, unmodified, and in original new condition with no scratches, dents, color fading, or artificial damage
- All original packaging, tags, labels, and accessories must be intact and unremoved
- Return application is submitted within the valid 30-day return window
- Proof of purchase (order number, payment record, delivery receipt) is provided for verification
Our handcrafted cultural ornaments are carefully polished and manually made; slight natural wood grain differences, natural knots on peach wood, and minor texture variations on cinnabar products are unique natural characteristics and do not qualify as defective items for free return or refund.
2. Non-Returnable & Non-Refundable Items
To protect product hygiene, craftsmanship value, and personalized service rules, the following items are final sale and cannot be returned or refunded:
- Items that have been worn, used, modified, resized, or repaired by customers
- Products damaged due to improper use, accidental drop, manual collision, or unauthorized disassembly
- Customized, personalized, or specially ordered products
- Discounted clearance items, promotional bundle gifts, and free bonus accessories
- Items returned beyond the 30-day valid return period or without complete original packaging
3. Defective & Damaged Product Handling
If you receive products with manufacturing defects, wrong items, missing accessories, or severe transit damage, please contact our customer support within 48 hours after delivery. Please provide clear photos or videos of the product condition, outer package damage, and order information.
After verification, we will provide free solutions including full refund, free replacement, or partial compensation. We will bear the corresponding return shipping fees for confirmed defective or wrong shipments caused by our side.
4. Return Shipping & Fee Rules
- Our Responsibility: For defective products, wrong items, or shipping errors confirmed by our team, we cover return shipping costs and reshipping fees.
- Customer Voluntary Return: For personal reasons including style mismatch, size preference, or subjective dislike, customers are responsible for all return shipping fees and international customs fees. The original shipping cost paid during purchase is non-refundable.
All returned goods must be shipped with trackable standard shipping services. Untracked return shipments will not be accepted for refund processing.
5. Refund Processing Timeline
Once we receive and inspect your returned items to confirm compliance with return conditions, we will initiate your refund within 5–7 business days. The actual arrival time of funds depends on your payment method and financial institution processing rules:
- Credit / Debit Card, PayPal, and mainstream payment channels: 7–14 business days for fund arrival
- Partial refunds and compensation fees will be processed within the same timeline
We do not provide cash refunds; all refunds will be returned through the original payment channel.
6. Product Exchange Policy
We support size exchange and style exchange for eligible unused products within the 30-day return window. Customers only need to apply for exchange via customer service and send back the original item. After inspection and confirmation, we will arrange new product shipment as soon as possible. For size differences caused by personal selection errors, customers shall bear the round-trip shipping fees.
7. Order Cancellation Rules
Orders can be cancelled for free before production and shipment. Once the product has been handmade, packaged, or shipped, order cancellation will be regarded as a voluntary return, and relevant return shipping rules will apply. We reserve the right to cancel risky or fraudulent orders to protect platform security.
8. Policy Updates & Revisions
We reserve the right to update and adjust this Refund and Returns Policy to adapt to service optimization and international trade rule changes. The latest version will be posted on this page with an updated date. Continued purchase and use of our website services after policy updates means you agree to the revised terms.
9. Contact Us
If you have any questions about returns, exchanges, refunds, or order after-sales issues, please contact our official customer service team through the support channel on the AxisTao website. We will respond and resolve your inquiries within 24 working hours.