Refund policy

Refund & Return Policy Last Updated: September 21, 2026 Juyuantong Heritage is committed to providing customers with a clear and transparent return and refund process. This policy applies to orders purchased through the official Juyuantong Heritage website and shipped to the United States. 1. Return Period Customers may request a return within 30 days after the order has been delivered. To request a return, please contact our customer service team by email and provide your order number and the reason for the return. The return period begins on the delivery date shown in the carrier's tracking records. 2. Returns We Accept We accept returns that meet the requirements of this policy, including general returns due to a change of mind or other non-defect-related reasons. For a standard return, the item must meet the following conditions: - The item must be unused. - The item must remain in its original condition. - The item must not show visible signs of use. - The item must not have been altered, modified, or intentionally damaged. - Where applicable, the original packaging, accessories, and included materials should be returned with the item. Returned items are subject to inspection and confirmation after we receive them. 3. Items That Have Been Used, Altered, or Damaged for Customer-Related Reasons Items must remain unused and in their original condition during the return period. Items that have been used, improperly handled, altered, modified, intentionally damaged, or returned with visible signs of use may not be eligible for a standard return. Handmade characteristics, glaze variations, color differences, texture variations, distressed finishes, and other intentional design or craftsmanship features are not considered product damage. If an item is damaged during transit, has a quality issue, or does not match the order, please contact us under the “Damaged, Defective, or Incorrect Items” process described in this policy. 4. Product Craftsmanship and Appearance Variations Some of our products are handcrafted or created as contemporary interpretations inspired by traditional Chinese art, cultural objects, forms, and decorative elements. Due to variations in craftsmanship, glazing, firing processes, and hand-finishing techniques, individual pieces may have slight differences in: - Glaze - Color - Texture - Dimensions - Other natural characteristics of the crafting process Some products feature antique-inspired, distressed, aged, or traditional-style finishes. These visual characteristics are intentional elements of the product's design and craftsmanship and are not considered damage or defects. Unless otherwise stated on the product page, our products are contemporary works of art and cultural products and are not represented as original historical artifacts, antiques, or authentic pieces from a specific historical period. 5. Damaged, Defective, or Incorrect Items If you receive an item that is: - Damaged during transit; - Defective or has a quality issue; or - Different from the item ordered; please contact us within 7 days after the item has been delivered. Please provide the following information by email: - Order number; - Description of the issue; - Photos of the item; - Photos of the outer packaging and shipping package; and - Any other information that may help us verify the issue. We will review the situation based on the circumstances and may provide a replacement, refund, or other appropriate resolution. For returns confirmed to be the responsibility of the merchant due to damage, defects, or an incorrect item, the return shipping cost will be covered by the merchant. 6. Standard Return Shipping Costs For standard returns resulting from a change of mind, an incorrect purchase, or other reasons not attributable to the merchant: - Return shipping costs are the responsibility of the customer. - We do not charge any additional return fee or restocking fee. Return Fee: 0% 7. Merchant-Responsible Returns If the reason for the return is attributable to the merchant, such as: - The item was damaged during transit; - The item has a confirmed quality issue; or - The wrong item was received; the applicable return shipping costs will be covered by the merchant after the return is confirmed and the requirements of this policy are met. 8. Return Request Process To request a return, please follow these steps: Step 1: Contact Us Send an email to: JUYUANTONGHERITAGE@gmail.com Please provide: - Order number; - Reason for the return; and - Relevant information about the item. Step 2: Wait for Return Approval Please do not send the item back before receiving return approval from us. After we confirm your return request, our customer service team will provide specific return instructions and the return address. Step 3: Send the Item Back Return the item according to the instructions provided by our customer service team and retain the relevant shipping documentation. 9. Return Address The return address is not publicly displayed on our website. After a return request has been approved, our customer service team will provide the customer with the specific return address. This helps ensure that returns are processed according to the appropriate shipping arrangements. 10. Refund Method Eligible refunds will be issued to: The original payment method used to place the order. 11. Refund Processing Time After we receive the returned item and complete our inspection and confirmation that it meets the refund requirements, we will process the refund within: 5–10 business days. The actual time for the refund to appear in your account may vary depending on PayPal, your bank, or other payment service providers. 12. Original Shipping Charges We currently provide free standard shipping for orders shipped to the United States. Therefore, there is no standard shipping charge to be refunded. 13. Returns That May Not Meet Standard Return Requirements The following situations may not qualify for a standard return: - The item has been used; - The item shows visible signs of use; - The item has been damaged due to customer-related reasons; - The item has been altered or modified; - The item is missing applicable original packaging, accessories, or included materials; or - The item can no longer be maintained in its original condition. If an item was damaged during transit, has a quality issue, or is incorrect, please contact us under the “Damaged, Defective, or Incorrect Items” process rather than submitting it as a standard return. 14. Order Cancellation Customers may contact us to request cancellation before an order has been shipped. If the order has not yet been shipped, we will make reasonable efforts to assist with the cancellation. Once an order has been shipped, it generally cannot be cancelled. Customers may request a return after delivery if the order qualifies under this return policy. If a pre-shipment cancellation is approved, the refund will be issued to the original payment method. 15. Contact Us If you have any questions about returns, refunds, or order cancellations, please contact us: Juyuantong Heritage Operated by: Hangzhou Juyuantong Health Technology Co., Ltd. Email: JUYUANTONGHERITAGE@gmail.com Phone: +86 19706861072 Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM China Standard Time (CST) Response Time: We typically respond within 24–48 business hours. Juyuantong Heritage will process eligible return and refund requests in accordance with this policy. This policy applies to orders purchased through the official Juyuantong Heritage website and shipped to the United States.