Refund Policy

At Kunlun Aura, we stand behind the quality of our natural energy art—each piece is crafted with care to preserve the unique essence of its materials. If you’re not fully satisfied with your purchase, we offer a straightforward refund process aligned with our commitment to transparency and customer trust.

1. Eligibility for Refunds

To apply for a refund, your order must meet the following conditions:
  • Time Limit: Refund requests must be submitted within 30 calendar days of receiving your order (we recommend confirming delivery via your shipment tracking link to avoid missing the window).
  • Product Condition: The item must be unused, undamaged, and in its original packaging (including any product certificates, gift boxes, or protective sleeves). Natural variations in texture/color (e.g., unique moss agate patterns or subtle differences in citrine hue) are not considered defects and do not qualify for refunds.
  • Proof of Purchase: You must provide your original order number (found in your confirmation email) and clear photos/videos of the item (if claiming damage or quality issues).

2. Refund Application Process

Follow these steps to submit a refund request:
  1. Initiate the Request: Contact our customer service team via email (support@kunlunaura.com) or the "Contact Us" form on our website. Include your order number, reason for the refund (e.g., size mismatch, quality issue), and photos/videos (if applicable).
  1. Review & Approval: Our team will review your request within 24 business hours and respond with approval or follow-up questions (e.g., additional photos of defects). If approved, we’ll send a "Return Authorization (RA) Number" and detailed instructions for shipping the item back.
  1. Return the Item: Ship the item to the address provided in the RA email, and include the RA Number on the package (missing RA Numbers may cause delays). For non-quality issues (e.g., change of mind), you’ll be responsible for return shipping costs; for quality defects or shipping damage, we’ll cover the return shipping fee (provide a shipping receipt for reimbursement).
  1. Inspection & Refund: Once we receive and inspect the returned item (typically 3–5 business days after delivery to our warehouse), we’ll confirm if it meets refund conditions. Approved refunds will be processed within 1–2 business days.

3. Cases Not Eligible for Refunds

The following scenarios do not qualify for refunds to protect the integrity of our natural energy art and fair service:
  • Items returned after the 30-day eligibility window.
  • Items that are used, damaged (due to improper care, wear, or accidental impact), or missing original packaging/certificates.
  • Custom-made or personalized items (e.g., engraved bangles or made-to-order crystal sets) — these are crafted to your specific requirements and cannot be resold.
  • Gift cards or promotional freebies included with your order.
  • Orders canceled after they have been dispatched (you may still request a refund by following the return process once you receive the item).

4. Refund Method & Timing

  • Refund Channel: Refunds will be issued to your original payment method (e.g., credit card, PayPal, Apple Pay) — we cannot process refunds to alternative accounts.
  • Processing Time: While we approve refunds within 1–2 business days of inspecting returned items, the time for funds to appear in your account depends on your payment provider:
  • Credit/debit cards: 3–7 business days.
  • PayPal: 1–3 business days.
  • Apple Pay/Google Pay: 2–5 business days.
  • Partial Refunds: For orders with multiple items, you may request a partial refund for specific items (provided they meet eligibility conditions) — the remaining items do not need to be returned.

5. Special Notes

  • Shipping Damage: If your item arrives damaged (e.g., cracked crystal, broken clasp), contact us within 48 hours of delivery with photos of the damaged item and the shipping package. We will either send a replacement (free of charge) or process a full refund — no need to return the damaged item unless we specifically request it.
  • Size Mismatches: For size-related returns (e.g., bracelet too tight/loose), we recommend first checking our "Wristwear Sizing Guide" to confirm if the issue is due to incorrect measurement. If you still need a refund, follow the standard return process (you’ll be responsible for return shipping).
  • Refund Cancellations: Once a refund is approved and processed, it cannot be canceled or reversed — please ensure your request is final before submitting.
If you have questions about our refund policy or need help with a request, contact our customer service team at support@kunlunaura.com. We’re committed to resolving issues fairly and ensuring your experience with Kunlun Aura’s energy art is as positive as the pieces themselves.