At SHIYU, we take great pride in the craftsmanship of our stone carvings. Each piece is hand-carved from natural stone, making it a unique work of art. Because of the nature of our products, our return policy is stricter than standard retail to ensure the sustainability of our craft.
Before purchasing, please understand that:
Natural Variations: Since we use natural stone, every item will have unique veining, color fluctuations, and mineral spots. These are not defects but hallmarks of the stone’s authenticity.
Handmade Artistry: As each piece is carved by hand, slight differences in dimensions (1-2cm) and finish are to be expected. By placing an order, you acknowledge and accept these artistic variations.
Stone carvings are fragile. We use professional-grade packaging, but in the rare event of shipping damage, we will provide a full refund or a free replacement.
To qualify for a claim, you MUST follow these steps:
Unboxing Video Required: You must record a continuous, unedited video of the unboxing process from the moment you cut the tape until the product is fully inspected.
Report Within 48 Hours: Any damage must be reported to us at congjianchai@gmail.com within 48 hours of the delivery timestamp.
Proof of Damage: Attach the unboxing video and clear photos of the damaged item and the outer packaging (including the shipping label).
Important: Without a clear unboxing video, we cannot file a claim with the insurance company or the carrier, and therefore, we will be unable to process your refund or replacement.
Due to the high cost of international logistics, the fragile nature of stone, and the weight of our products:
We do not accept returns or refunds for "Change of Mind."
We do not accept returns based on "minor stylistic differences" or "natural stone patterns" as described in Section 1.
Sale items and custom-engraved orders are final sale.
Once your damage claim and video are reviewed and approved:
We will notify you via email.
You can choose between a Full Refund (credited to your original payment method within 7-10 business days) or a Priority Reshipment at no extra cost to you.
Orders can only be canceled within 12 hours of purchase. Once the stone-carving process or the shipping preparation has begun, we can no longer cancel the order.
