Refund & Return Policy
- Policy Overview This policy applies to ceramic and glass crafts sold by Handstand Panda Co., Limited. As the items are handmade and fragile, cases are divided into three categories: 【Damage in transit / Quality defect】, 【Buyer’s personal reason (change of mind)】 and 【Custom-made items】. Standard 30-day window for North America; 14-day cooling-off period for EU / UK; Japan, South Korea and Brazil follow local consumer laws of the marketplace.
- Damage on arrival & Quality Defects The buyer must provide full photos of outer packaging, multi-angle photos of the damaged item, courier waybill photo within 3 calendar days after signature. Video evidence is preferred. Claims without evidence after the deadline will not be accepted. Once verified, one of the following options will be offered:
- Free replacement (subject to stock availability)
- Full refund (excluding original international shipping cost)
- Partial discounted refund (minor scratches that do not affect display) Damaged goods do NOT need to be sent back. Cross-border fragile returns carry extremely high cost and almost always break in re-transit. We adopt the “no return, direct claim” rule for such cases. If the outer package is intact upon receipt, damage caused by dropping, collision or improper storage after delivery is not covered.
- Buyer’s remorse return (dislike, size mismatch, change of mind) Time limit: return request must be submitted within 30 calendar days after delivery. Item must be unused, scratch-free, kept in original foam protective packaging with all accessories intact and resellable. Shipping rule: All inbound and outbound international shipping fees, destination customs duties and clearance fees shall be borne by the buyer. After we receive and inspect the returned item in good condition, we will deduct original shipping cost plus return shipping cost and refund the remaining amount to the original payment method. ⚠️ Ceramics and glass are fragile. Any breakage during return transit is at the buyer’s risk, and we reserve the right to reject the return. A restocking fee up to 15% may be charged.
- Custom / Engraved / Custom hand-painted items (Final Sale, no free return) All personalized ceramic and glass products (engraving, custom artwork, custom mold made to buyer’s specification) cannot be cancelled, returned or refunded for change of mind once produced and shipped. Only factory defects or transit damages are covered under the damage clause.
- Order Cancellation Unshipped orders: free cancellation within 24 hours. Once packed and handed over to courier, direct cancellation is unavailable; buyer may proceed with return after receiving the parcel. Interception of shipped parcel: all interception logistics fees are at buyer’s cost.
- Refund Timeline After approval, refund will be processed back to the original payment account within 5–10 business days. Arrival time depends on cross-border payment providers and bank processing, which is beyond our control.
- Non-refundable scenarios
- Claims submitted after deadline or without valid damage proof
- Man-made breakage, wear from use, glaze damage caused by self-cleaning
- Parcel refusal by buyer without valid damage evidence
- Customs detention or local tariff issues (buyer’s responsibility)
- Dispute This policy is subject to the marketplace rules of the selling region. Where local mandatory consumer law prevails, local law shall take precedence.
Handstand Panda Co., Limited Effective Date: August 19, 2026 Support Email: xccy9822@163.com