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Refund Policy of thezentao.com​



I. Delivery Service​

We offer free global shipping for all orders. Orders from the United States and other regions around the world will be shipped via DHL Express or FedEx. Depending on customs clearance, the delivery time is usually about 3 to 5 working days. After the package is dispatched, you will receive a shipping confirmation email with a tracking number, allowing you to track the package status. In case of any exceptions due to certain regional and customs regulations, we will promptly notify you, and you can choose to cancel the order and receive a full refund.​

II. Customs Duties and Taxes​

You are responsible for any import duties and taxes levied by the local customs. The displayed prices of goods do not include taxes. Since taxes are directly levied by the destination country or region, we cannot accurately estimate the specific amount. It is recommended that you consult the local customs for detailed information before placing an order.​

III. Order Processing and Shipping​

Orders received after 08:00 Beijing Time on working days will be processed the next day, and all orders will be shipped on the next working day.​

IV. Return and Exchange Policy​

  1. Return and Exchange Timeliness: Customers are required to contact our customer service via email (service@thezentao.com) within 30 working days from the date of receiving the goods and before sending back the return package, and provide the order number and detailed product information. Return requests submitted after the deadline may not be accepted.​
  2. Refund Form: All refunds will be returned in the form of store credit, which can be used for subsequent purchases. Please note that the refund amount does not include sales fees incurred due to the payment method.​
  3. Situations without Refunds: We will not accept refunds if the package is returned due to the recipient's refusal to accept it, non-payment of customs duties and taxes in the destination country, or if the customer requests a refund for subjective reasons such as changing their mind or no longer needing the product. In addition, refund requests from customers due to logistics delivery delays are also not within the scope of our refund policy. Meanwhile, all products sold on thezentao.com are personalized custom services, and the raw materials used are all natural stones. By placing an order, customers agree to the sales terms of thezentao.com and shall not request returns or refunds on the grounds of deviations in color, weight, shape, font, pattern, etc.​
  4. Product Return Requirements: The product must be returned in its original condition and packaging, with the price tag intact, and accompanied by a complete proof of purchase; the product must not have any size adjustments, bead additions or removals, etc.; it must not have been customized by us or externally, nor have been altered, repaired, or modified by anyone other than our staff.​

V. Special Circumstances Handling​

If the product you purchased has a size issue, we provide a free size adjustment service. You can send the product to our designated address, and the round-trip shipping fees will be borne by the customer. If you wish to exchange the product for another style within 30 days, we support the exchange service, but no refunds will be provided.​

VI. Other Instructions​

We reserve the right to reject any return or exchange requests that violate the return and exchange policy or if the returned product is in poor condition. Products that do not meet the return and exchange conditions will not be returned, and no store credits will be granted. Cash refunds are strictly prohibited on our platform.