Return policy
Return & Refund
We want every order from Xiajin Jinshida Arts & Crafts Co., Ltd. to arrive as expected. This page explains when returns are accepted, how to request one, and how refunds are handled for eligible purchases.
Return Eligibility
We accept returns for eligible items that meet the conditions below. Before sending anything back, please contact us first so we can confirm the return details and provide the correct instructions.
Return window: 30 days
Return requests must be submitted within 30 days of receiving your order. Items returned after this period may not be accepted unless the issue is caused by a product defect or an error on our part.
Item Condition
Returned items must be unused, in their original condition, and suitable for resale. Products showing signs of use, damage, modification, or improper handling may not qualify for a refund.
Packaging & Accessories
Please include the original packaging, product accessories, labels, and any included materials whenever possible. Proper packaging helps prevent damage during transportation and allows us to process your return more efficiently.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or different from what you purchased, please contact us within a reasonable time after delivery and provide photos or relevant details so we can review the issue.
Non-Returnable Items
Some products cannot be returned due to their nature, customization, or condition after purchase:
- Custom or personalized items — products made according to your specific requirements, including customized designs, sizes, or finishes.
- Used or damaged items — products that have been installed, used, modified, or are no longer in their original condition.
- Clearance or final sale items — discounted products marked as final sale, except when they arrive defective or incorrect.
- Seasonal decorations or special-use items — items that have been used after delivery or returned outside the applicable return period.
If you are unsure whether your item qualifies for a return, please contact us before shipping it back.
Return Process
1. Contact Us Before Returning
Email us at support@thepurplepim.com with your order number, the item you would like to return, and the reason for the request. If the product arrived damaged or defective, please include clear photos to help us review the situation.
2. Receive Return Instructions
After reviewing your request, we will confirm whether the return is eligible and provide the appropriate return instructions. Please do not send products back before receiving confirmation from our team, as unapproved returns may be delayed or difficult to process.
3. Package & Ship the Item
Pack the item securely with the original packaging and accessories whenever possible. Use a trackable shipping service for your return whenever available, and keep the shipping receipt until the refund process is completed.
Shipping & Fees
The responsibility for return shipping depends on the reason for the return:
Product Issue or Our Mistake
If you receive an incorrect item, a defective product, or an item damaged during delivery, please contact us with supporting information. After review, we will provide an appropriate solution, which may include replacement, refund, or assistance with return shipping arrangements.
Change of Mind
If you return an item because you no longer need it, selected the wrong product, or changed your preference, return shipping costs are generally the responsibility of the customer. We recommend using a reliable, trackable shipping method.
Additional Fees
Most standard returns do not involve additional handling fees. For special orders, customized products, or items that require extra processing, any applicable charges will be explained before the return is completed.
Original shipping charges may not be refundable unless the return is caused by an error on our part or a confirmed product issue.
Refund Timing
Once a returned item is received and checked, we will process the refund to your original payment method. The time required for the funds to appear depends on your payment provider.
| Payment Method | Estimated Processing Time |
|---|---|
| PayPal | Usually within 3–5 business days after the refund is issued |
| Credit / Debit Card | Usually within 7–14 business days after the refund is issued, depending on your bank |
We will send a confirmation email once your refund has been processed from our side. If you do not see the refund after the expected timeframe, please check with your payment provider first, as banks and payment platforms may require additional processing time.
Return Instructions
Please contact us before sending any return package. Return arrangements may vary depending on your order details, product type, and the reason for the return.
Before Shipping Your Return
Please wait for our confirmation before returning any item.
We will provide the appropriate return address and instructions after reviewing your request.
Sending a package without prior confirmation may result in delays, additional shipping costs, or difficulty matching the package with your order.
Questions about a return?
Send us your order number and details about the issue. Our team will review your request and help with the next steps.
Shandong Province, China