Return Policy

Thank you for shopping at Qilin ArtX. We take great care in crafting each piece by hand, and we want you to be completely satisfied with your purchase.

Please read this policy carefully before placing your order.

1. Custom & Made-to-Order Items

Most of our products are handcrafted and made to order especially for you. Because of this:

• Custom or personalized items cannot be returned or exchanged unless they arrive damaged or defective.
• This includes sculptures with specific finishes, engraved pieces, and any item produced after you place your order.

We encourage you to review product descriptions, dimensions, and photos carefully before purchasing. If you have any questions about a product before ordering, please contact us  – we are happy to help.

2. Damage or Defective Items

Your satisfaction is our priority. If your item arrives damaged or defective, please follow these steps:

• Contact us within 7 days of delivery.
• Provide your order number and clear photos or a short video showing the damage or defect.
• We will review your case within 2 business days.
• If approved, we will arrange a replacement or full refund (including original shipping costs).
• Processing time for refunds: Once we approve your return, refunds will be issued within 5-7 business days to your original payment method.
• Processing time for replacements: Replacement items will be shipped according to our standard made-to-order production timeline (the same timeframe as your original order).

We may ask you to return the original item, depending on the situation. Return shipping costs for approved damage or defect claims will be covered by us.

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Custom or personalized orders (as described in Section 1)
• Items damaged due to misuse, improper handling, or normal wear and tear
• Items returned after 7 days from delivery

4. How to Contact Us for Returns or Issues

If you need to report a damaged item or have any questions about your order, please email us at:

ricky@qilinartx.com

Please include your order number and a brief description of the issue. We will respond within 1-2 business days.

5. International Orders

Our products are shipped worldwide. Customs duties, taxes, or import fees are included in the price you pay (as stated on our website). If a replacement is needed, we will ship the new item using the same shipping method at no additional cost to you.

6. Changes to This Policy

We reserve the right to update this Return Policy at any time. Changes will be posted on this page with an updated effective date.

Whale Song LLC
15876 BABCOCK ST
SAN DIEGO, CA 92127, USA
Email: ricky@qilinartx.com