Effective Date: March 18, 2026

At Alxa Agate Art, we are committed to providing customers with high-quality agate products and premium services. We understand that you may have the need for a refund, so please read the following refund policy carefully.

1. Eligibility for Refunds

• Regular Products: Refunds are only available for products that are unused, unopened and in their original intact packaging. You must request a refund within 14 days of signing for your order.

• Custom Products: Custom-made or personalized carved Alxa agate products are non-refundable unless they are defective or damaged upon arrival.

• Accessory Products: Agate bracelet beads, hanging cords and other accessories are eligible for refund only if they remain unworn, in intact packaging and the refund request is made within the 14-day signing period.

2. Process for Requesting a Refund

To request a refund, please follow these steps:

1. Contact Customer Service: Within 14 days of signing for the product, contact our customer service team via the official email 18820110010@163.com or the contact number +86-18820110010, and provide your order number and a description of the reason for the refund.

2. Return the Product: If your refund request is approved, our customer service team will provide you with the designated return address and related instructions. The product must be returned in the condition required for refund eligibility, including all original packaging, accessories and product certificates (if applicable). The customer is responsible for the one-way shipping costs of the returned product.

3. Inspection and Approval: Once we receive the returned product, our professional team will inspect it to confirm that it meets our refund eligibility criteria. We will notify you of the inspection result within 3 business days. If the refund is approved, we will initiate the refund process immediately.

4. Refund Method: Refunds will be issued to the original payment method used for the purchase. The refund processing time depends on the rules of your payment institution, and it usually takes 3-7 business days for the refund to appear on your statement.

3. Non-Refundable Items

The following items are non-refundable:

• Alxa agate products that have been worn, damaged, altered or processed by the customer

• Products returned without original packaging, accessories or product certificates

• Products for which the refund request is made more than 14 days after delivery

• Custom products without quality defects or transportation damage

4. Defective or Damaged Products

If you receive a defective Alxa agate product or a product damaged during transportation, please contact our customer service team immediately via 18820110010@163.com or +86-18820110010 and provide clear photos/videos of the product defects/damage and the outer packaging. We will arrange for a free replacement or a full refund for you, and all return shipping costs will be borne by our company.

5. Exchanges

If you wish to exchange a product for a different style, specification or size, please contact our customer service team within 14 days of signing for your order. Exchanges are subject to product availability in our inventory, and the exchanged product must be unused, unopened and in its original intact packaging. The customer is responsible for the shipping costs incurred for the exchange.

6. Final Sale Items

Products marked as “Final Sale” on the website (including discounted agate products, limited edition carvings and clearance accessories) cannot be returned or exchanged unless they are defective or damaged upon arrival.

7. Changes to the Refund Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our official website. We recommend that you review this policy periodically to stay informed of the latest terms and conditions.

8. Contact Us

If you have any questions or concerns about our Refund Policy, please contact us at:
Aikijewelry Jewelry Market of Ketang Town, Shanwei City, Guangdong Province
Email: 18820110010@163.com
Phone: +86-18820110010