Refund policy

At TIZHAI, we want you to feel confident about every piece you purchase. If you need to request a return, report a quality issue, or arrange a repair, please follow the guidelines below.

14-Day Returns

You may request a return within 14 days of receiving your order. Once your request has been submitted, the item must be sent back within 14 days.

  • Items must be unworn, undamaged, and in their original condition. Reasonable try-on is permitted.
  • All original packaging, accessories, and complimentary items must be included.
  • For change-of-mind returns, the customer is responsible for return shipping.
  • Returns requested after the 14-day return window are generally not accepted.

For customers in the United Kingdom or European Economic Area who exercise a statutory right of withdrawal, eligible refunds will include the product price and the cost of standard outbound shipping. Additional charges for express or upgraded shipping are not refundable. For other returns, original shipping charges, customs duties, and taxes are non-refundable unless required by applicable law.

Items made to a customer's specific requirements or clearly personalized cannot be returned for a change of mind, unless they are defective, materially different from their description, or otherwise eligible for return under applicable law.

The Natural Character of Handcrafted Jewelry

Each TIZHAI piece is made and finished by hand. Subtle variations in texture, hammer marks, and form are natural characteristics of the making process rather than defects, and they give every piece its own distinct details.

If an item has an issue that affects normal wear, structural integrity, or function, or if it is materially different from its product description, we will handle it under this policy.

30-Day Quality Coverage

If your item develops a quality issue not caused by misuse within 30 days of delivery, please contact us. Once the issue has been verified, we will provide a repair, replacement, or refund as appropriate and cover reasonable return and reshipment costs.

This 30-day quality coverage is an additional service provided by TIZHAI and does not limit any statutory rights available to you under applicable law.

Repairs After 30 Days

After 30 days, we may still be able to offer a repair service depending on the condition of the piece. The following are generally not considered quality issues:

  • Normal wear, natural silver tarnishing or oxidation, and surface scratches
  • Damage caused by impact, pulling, crushing, or improper wear or storage
  • Damage caused by exposure to corrosive chemicals
  • Unauthorized alterations or repairs

For these repairs, the customer is responsible for shipping the item to us and for return shipping. If a repair fee applies, we will provide a quote and begin work only after receiving your approval.

How to Request a Return or Repair

Email us at jinglingchen8787@gmail.com with your order number, item name, and reason for the request. For damage or quality concerns, please also include clear photos or a video. Our support hours are Monday-Friday, 10:00 a.m.-7:00 p.m. China Standard Time (UTC+8).

We will reply with the return address and shipping instructions. Please do not send an item back before receiving these instructions, as unauthorized returns may not be identifiable or processed. We recommend using a trackable shipping service and keeping your shipping receipt.

Refunds

Once we receive and inspect your return, we will email you with the outcome. Approved refunds will be issued to the original payment method within 7 business days. Your bank or payment provider may require additional time to post the refund to your account.

This policy does not limit any mandatory consumer rights available under the laws that apply to your purchase.