REFUND POLICY

Customs Orders

Our products are handmade order will be made specifically for you. Because of this, we ask that you make your selections carefully as we are unable to offer refunds for custom orders. While delays may sometimes happen, we appreciate your understanding and assure you that the final product will be worth the wait. If the delay extends beyond the estimated production time, we may consider offering a refund upon request.

Refunds and Exchanges

We kindly ask you to carefully consider your purchase decision as we do not provide refunds, exchanges, or returns for change of mind, including orders that haven't been shipped yet. Please understand that the product images used are for illustrative purposes only.

We strive to be transparent regarding the colors, finishes, and textures of our products. Therefore, we do not offer refunds or returns based on disputes related to colors, materials, or textures.

If JIMEI agrees to a refund or exchange, please note that there might be an administrative or handling fee involved. Please be aware that delivery charges and the cost of returning the product(s) will not be credited to the customer. Even if a product hasn't reached its intended destination, once it has been shipped, the shipping costs will not be refunded. In case of initial free shipping, the shipping costs incurred to deliver the order to the customer will be deducted from the final credit.

All returns must be in their original packaging and in a condition that allows JIMEI to resell the product. Unfortunately, we cannot accept returns if the original packaging has been ripped, damaged, or discarded. We reserve the right to refuse a return if we determine that the damage to a product is due to fair wear and tear, misuse, failure to follow the manufacturer's instructions, or failure to exercise reasonable care.

We reserve the right to determine how discounts are applied and to whom they are granted. While we strive to provide accurate information about our discounts, errors may occur, and we cannot guarantee the availability or accuracy of the discounts offered. Additionally, we are not obligated to honor discounts 24 hours after a purchase has been made. Customers are responsible for ensuring that the discount is applied at the time of purchase, and any issues or concerns should be promptly addressed with our customer service team.

Orders begin production immediately upon order placement and are manufactured according to your specifications. Hence, these items cannot be returned, canceled, or changed at any time. Full payment is required for orders and cannot be refunded under any circumstances. Once delivered, order returns or exchanges due to custom preferences, change of mind, or any other reason cannot be accepted. Please note that all shipping and freight charges are non-refundable and are the customer's responsibility.

Any item collected from our warehouse must be inspected by the recipient upon pickup and signed for as received in the collected condition. Please be aware that picking up an item from our warehouse immediately voids any warranty or guarantee that may be in place for the item. We cannot be held liable for any damages or defects incurred after the item has left our warehouse, as we have no control over how the item is handled once it leaves our premises. By collecting an item from our warehouse, the recipient acknowledges and accepts these terms and conditions.

Damages 

Please be aware that JIMEI's stone pieces are handmade using natural stone, which means that each piece is unique and may have slight variations. It's important to remember that these variations are a natural part of the beauty of handcrafted products and should not be considered manufacturing defects. Use the images provided as a general guide, but keep in mind that the actual product may have slight imperfections due to the nature of the material and the handcrafted process. These imperfections are a testament to the craftsmanship and should be appreciated as such.

Please handle the JIMEI’s products with care, as they are made of heavy and fragile natural materials. JIMEI’s cannot be held responsible for any damages that may occur during handling, so it is important to be mindful when handling these pieces. If treated with care, your product should last a lifetime. However, if an accident does happen and a breakage occurs, we will be happy to provide you with recommendations on how to repair your product.

Transit Damages

Upon receiving the items, it is the responsibility of the buyer to thoroughly inspect them. If any items are damaged during transit, the buyer must notify us by email within 24 hours of receiving the goods, providing a clear description of the damage, supporting photographs of the damage to the item, and a clear image of the packaging including shipping label. Failure to report damages within this timeframe may void any transit insurance for the goods, and a resolution may not be provided.

All damaged goods must be returned to us with the original packaging. If the original packaging has been discarded, we may be unable to proceed with the claim.

If the packaging shows visible signs of mishandling, please refuse delivery from the driver. This will prompt the carrier to return the goods for resolution.