Refund Policy

This policy applies to purchases from Moon Hoard through this store. The seller is 無想创意有限公司 (Hong Kong; English legal name to be added after registration), trading as Moon Hoard. WUXIANGLAB is the parent company.

Eligibility

Moon Hoard does not offer returns for change of mind. A return or remedy may be requested only where an item is defective, the wrong item was sent, or the item was damaged in transit.

The request window is 14 days after delivery. The customer must contact service@wuxianglab.com before returning an item and provide the order number, photographs, and any other evidence reasonably requested.

Fragile and handmade collectibles

For fragile items, including Jian ware, ceramics, teaware, and incense vessels, transit-damage claims require an unedited unpacking video submitted within 48 hours of delivery.

Glaze, texture, dimensions, firing marks, and other natural variations in handmade Jian ware, ceramics, and incense objects are characteristics of the individual work. They are not defects and do not by themselves qualify an item for return.

Return shipping

International return shipping is paid by the customer, except where Moon Hoard confirms that the item was defective, incorrectly supplied, or damaged in transit. Moon Hoard will provide the approved return address and carrier instructions in writing. The customer is responsible for loss during return transit until receipt. Customers must not send a return before receiving written instructions.

Refunds and replacements

After an approved return is received, inspection is completed within 3 business days. An approved refund is returned to the original payment method within 5 business days. For non-defective returns, original shipping is not refunded. Refunds use the original payment currency, and exchange-rate differences are not reimbursed.

Opened blind boxes, personalised or engraved products, and final-sale clearance products are non-returnable. Statutory rights that cannot lawfully be excluded remain unaffected.

Duties and customs on returns

Moon Hoard uses a duties-and-taxes-included delivery arrangement for outbound orders. For an international return, the customer must use accurate return customs declarations and follow written instructions. The customer is responsible for return-related duties, taxes, and customs delays unless the return concerns a confirmed defect, wrong item, or transit damage.

Contact

Questions and claims: service@wuxianglab.com.