Return policy
Return & Refund Policy
We want every order from Xiajin Jinshida Arts & Crafts Co., Ltd. to arrive safely and as expected. This policy explains return eligibility, refund procedures, and how we handle product issues.
1. Return Eligibility
We accept return requests within 30 calendar days after delivery confirmation. Before returning any item, please contact our customer service team to confirm eligibility and receive return instructions.
Return Conditions
- Items must be unused, undamaged, and in original condition.
- Products should include original packaging, accessories, and labels whenever possible.
- Items returned without prior approval may not be accepted.
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect product, please contact us within 7 days after delivery and provide photos or other supporting information. Our team will review the issue and provide an appropriate solution.
Handmade Product Notice
Many of our products are handmade or crafted with natural materials. Small differences in color, texture, shape, or finish may occur and are considered normal characteristics of handmade products rather than defects.
2. Non-Returnable Items
The following items are generally not eligible for return:
- Customized products — items made according to specific customer requirements, including personalized designs, sizes, or finishes.
- Used or modified products — items that have been installed, used, altered, or damaged after delivery.
- Final sale items — products clearly marked as clearance or final sale.
- Products returned outside the return period — unless the issue is caused by a product defect or our error.
If you are unsure whether your product qualifies for return, please contact us before shipping.
3. Return Process
Step 1 — Contact Us
Please email us at support@thepurplepim.com with your order number, product details, and the reason for your return request.
For damaged, defective, or incorrect items, please include clear photos or videos showing the issue so our team can review the situation quickly.
Step 2 — Receive Return Approval
After reviewing your request, we will confirm whether the return is approved and provide the return instructions.
Because our company operates from China, return arrangements may vary depending on the product type, delivery location, and reason for return. Please do not send any package back before receiving confirmation from our team.
Step 3 — Ship the Approved Return
Please package the product securely and use a trackable shipping method whenever possible. Keep your return tracking information until the refund process has been completed.
4. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Product Issue or Our Error
If you receive an incorrect item, damaged product, or confirmed manufacturing defect, we will review the case and provide an appropriate solution, which may include replacement, refund, or return assistance.
Change of Mind Returns
If you return an item because you changed your mind, selected the wrong product, or no longer need it, return shipping costs are generally the responsibility of the customer.
International Return Notice
Since our products are manufactured and shipped from China, international returns may involve additional shipping time and costs. Please contact us first so we can provide the most suitable solution for your order.
Original shipping fees are generally non-refundable unless the return is caused by our error, confirmed product defects, or verified shipping damage.
5. Refund Processing
Once the returned item is received and inspected, we will process the refund to your original payment method.
Refund approval is based on the condition of the returned product and whether the return meets the requirements of this policy.
| Payment Method | Estimated Processing Time |
|---|---|
| PayPal | Usually within 3–5 business days after refund approval |
| Credit / Debit Card | Usually within 7–14 business days after refund approval, depending on your bank |
Once the refund has been issued from our side, you will receive a confirmation email. Please note that payment providers and banks may require additional time to complete the transaction.
6. Contact Us
If you have questions about a return or refund, please contact our customer service team. Please include your order number and product details so we can assist you efficiently.
Questions about your return?
Contact us with your order information and we will help you with the next steps.
support@thepurplepim.com
+86 185 5345 9178
Xiajin Jinshida Arts & Crafts Co., Ltd.
Shandong Province, China