When it comes to handcrafted or personalized items, production involves many complex processes, including design, melting, molding, engraving, polishing, and electroplating. Therefore, even a single error can cost a lot of time and money. We protect your rights for 90 days after receiving the product:
Cancellation Policy
- For changes to your order (e.g., name, color, or size), we are happy to assist as long as production has not started. We begin processing your order within 24 hours using the details provided under “Order.” If you cancel within 24 hours, we will issue a full refund.
- Orders canceled between 24 hours after payment confirmation and before production are eligible for a partial refund, including full shipping and 80% of the product purchase price.
- Once your order has been shipped, it can no longer be canceled.
- If your order qualifies for a refund, we will process it within one business day of receiving your cancellation request.
Shipping Issues
- If your package is lost or shows abnormal tracking behavior, please contact us. We will resend the item or issue a refund.
- If you receive damaged items, please send us photos or videos for verification, and we will replace or refund them.
Return Policy
Once production has started, a 30% restocking fee based on the item price will be charged for cancellations. This means we will refund only part of the amount and return 70% of your payment. This is because the item is made to order and can no longer be sold as new. The restocking fee often includes raw materials used, labor, and processing fees.
Guaranteed Within 90 Days of Product Receipt
If the item you purchased is unnaturally damaged within 90 days of receipt, we will gladly repair it for you at a reasonable cost or partially refund the purchase price.
Party Responsible for Return Shipping Costs
Situations where Remisia is responsible for return shipping:
- We sent the wrong order or item
- The product you received was of poor quality or defective
Situations where Remisia is not responsible for return shipping:
- You selected the wrong product size
- Personal reasons, such as changing your mind
Exchanges & Returns
If you encounter a problem upon receiving the goods (defective or damaged), please take pictures of the damaged item and submit a support ticket to our customer service so we can follow up on your case. Please contact us within 7 business days after receiving the package. If you do not respond within the deadline or fail to provide the required information, it will be considered that the item was received in good condition.
We are not responsible for misuse or man-made damage to the item you purchased.
Returns (if applicable)
We accept returns of products. Customers have the right to request a return within 14 days after product delivery.
To be eligible for a return, your item must be in the original packaging. Please contact our customer service to ensure that you send the package to the correct address.
If the return is not caused by a defect in our product, the customer is responsible for handling the return and paying for the shipping costs.
Step 1: Please email our customer service at contact@remisia.com to request an exchange or return.
Step 2: After receiving your exchange/return request, our customer service team will send you the instructions and return address via email. Please follow the instructions to process the exchange/return. We would appreciate it if you could provide us with some photos as a refund voucher.
Step 3: You will receive a refund or have an exchange processed within one week after we receive your package. We will email you once your refund or exchange has been processed.
Notes:
1. Please do not return the product to the original shipping address before contacting us.
2. Personalized or handmade items are subject to a 30% restocking fee when refunded.
3. If the return is caused by the consumer, they should bear the shipping costs. The exact fees depend on the shipping company you choose.
4. If the goods received are damaged or incorrect due to our reasons, the consumer is not required to bear the shipping cost.
Refunds (if applicable)
Once your return is received and inspected, we will send you a confirmation email. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7 days.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company—it may take some time before your refund is officially posted. Next, contact your bank. Processing time can vary. If you’ve done all this and still haven’t received your refund, please contact us at contact@remisia.com