Refund policy

Returns and Exchanges

Every stone is one of a kind

Hetian nephrite is a natural material. Colour, translucency, veining and small natural inclusions differ from piece to piece, and from the photographs on this site, which show a representative example rather than the exact stone you will receive. These variations are the character of the material, not a fault, and are not grounds for return. Where a piece is photographed individually, that is the piece you receive.

Requesting a return

Email hello@moonyu.shop with your order number within 7 days of delivery. We will issue a return authorisation. Parcels sent back without one are refused and returned at your cost.

Condition

Returned pieces must be unworn and in original condition with the seal intact, and must include the gift box, velvet pouch and any cards. A piece showing wear, body oil, fragrance, cord stretch or resizing cannot be accepted.

Return shipping

Return postage, insurance and any return duty are paid by you. Please use a tracked, insured service; we cannot refund a parcel that does not arrive. Original outbound shipping is not refunded. If your order qualified for free shipping and the return brings it below the threshold, the shipping we absorbed is deducted from the refund.

Final sale

The following cannot be returned or exchanged:

  • Made-to-order, engraved or custom pieces
  • Earrings, for hygiene reasons
  • Pieces knotted, strung or resized to your measurement
  • Archive and sale items
  • Gift cards

Refunds

Each return is inspected on arrival, usually within 3 business days. Approved refunds are issued to the original payment method within 5-10 business days.

Exchanges

One exchange per order, within the same window and subject to availability. You pay return postage; we cover outbound shipping on the replacement.

Damaged or incorrect items

Photograph the outer parcel and the piece and email us within 48 hours of delivery. If a piece arrives damaged or an order is wrong we cover everything: return label, replacement and shipping. A genuine manufacturing fault is covered with no time limit.

Questions: hello@moonyu.shop

退換貨

每一塊玉都不一樣

和田玉是天然材質。顏色、通透度、絮狀紋理與細微天然內含物，每一塊皆不相同，也會與網站圖片有所差異；圖片呈現的是同款代表樣貌，而非您收到的那一塊。這些差異是材質本身的特徵，並非瑕疵，不構成退貨理由。單件拍攝的品項則為實拍實出。

申請退貨

請於收件後 7 天內，以訂單編號來信 hello@moonyu.shop 申請，我們將核發退貨授權編號。未取得授權逕行寄回者，恕不受理，並將由您負擔費用退回。

商品狀態

退回商品須未經配戴、保持原狀、封籤完整，並附回禮盒、絨布袋及所有卡片。若有配戴痕跡、人體油脂、香氣沾染、繩結鬆弛或已調整尺寸，恕無法受理。

退貨運費

退回運費、保險及可能產生的退運關稅，均由您負擔。請使用可追蹤並投保的方式寄回；包裹未送達者恕無法退款。去程運費不予退還；若原訂單享有免運，退貨後金額低於免運門檻，我們已吸收的運費將自退款中扣除。

不適用退換

以下品項恕不接受退換：

  • 訂製、刻字或客製品項
  • 耳環（衛生考量）
  • 依您尺寸編繩、串珠或調整過的品項
  • archive 與特價品項
  • 禮品卡

退款

退件送達後逐件檢視，通常需 3 個工作天。審核通過後，款項於 5-10 個工作天內退回原付款方式。

換貨

每筆訂單限換一次，須於同一期限內提出，並視庫存而定。退回運費由您負擔，換出商品的運費由我們承擔。

破損或出錯

請於收件後 48 小時內拍下外箱與商品來信告知。若商品破損或出貨錯誤，退貨標籤、重新出貨與運費皆由我們負擔。屬製作本身的瑕疵者，不受時間限制。

如有疑問請來信：hello@moonyu.shop