Returns & Quality Guarantee
What is covered
Because each pendant is hand-finished in small batches, we stand behind the quality of the workmanship. This guarantee covers problems such as:
- A cracked, chipped or peeling protective face over the thangka.
- A gau box that arrives visibly damaged, dented or with faulty hardware.
- A cord that arrives frayed, broken or with a fitting that has come loose in transit.
- An item that is materially different from what you ordered (wrong deity, missing piece).
What is not covered
To keep this guarantee fair and workable, it does not cover:
- Natural brass patina (darkening) that develops with normal wear over time — this is expected and explained in our patina care guide, not a defect.
- Damage caused by misuse, accidental drops, exposure to chemicals, or not following the care guidance in our care guide.
- Simple change of mind after 30 days have passed from delivery.
- Minor natural variation in hand-finished engraving or cord color between pieces, which is part of being handmade rather than machine-identical.
How to request after-sales support
- Email us within 30 days of delivery at baiqing0919@outlook.com, including your order number (or the email address used to order) and a short description of the issue.
- Attach a couple of clear photos of the problem — this is usually the fastest way for us to confirm the issue and decide the right fix without back-and-forth.
- We will reply within 1–2 business days with next steps, which may include a repair, a replacement pendant, or a refund, depending on the issue and what is reasonably possible.
If you signed in when you placed your order, you can also view your order details anytime from My Account to confirm your order number before contacting us.
Return shipping
If a return or exchange is needed, we will let you know whether the item needs to be sent back and provide instructions. Where the issue is a genuine quality defect on our side, we will cover reasonable return shipping; for other approved returns, return shipping is generally the customer's responsibility unless we advise otherwise in our reply.
Refund timing
Approved refunds are issued to your original PayPal payment method. Once processed on our side, PayPal typically completes the refund within a few business days, though your bank or card issuer's own posting time may add a little longer on top of that.
Still have a question?
Reach out any time at baiqing0919@outlook.com or through our Contact page — we are happy to help.