Returns & Refunds Policy
Returns & Refunds Policy
Last Updated: November 5, 2026
At ZiXa, we believe that beautiful craftsmanship should come with thoughtful customer care.
Our porcelain pieces are handcrafted with attention to detail, and we want you to feel confident when purchasing from our collection.
If something is not right with your order, please contact us. We will work with you toward a fair resolution.
1. Our Return Policy
We offer a 14-day return request period for eligible standard, non-personalized products.
The 14-day period begins on the date your order is delivered.
To qualify for a change-of-mind return, an item must be:
- Unused and in its original condition.
- Free from damage caused after delivery.
- Accompanied by the original packaging and protective materials where reasonably possible.
- A standard, non-personalized product.
- Returned in accordance with the return instructions provided by our customer support team.
Please contact us before sending a return. Unauthorized returns may be difficult to identify or process.
2. Made-to-Order & Personalized Products
Many ZiXa products are handcrafted after an order is placed.
Made-to-order does not automatically mean personalized.
Standard ZiXa designs produced after purchase remain eligible for our ordinary 14-day return policy, provided they meet the conditions above.
Individually personalized, specially commissioned, or uniquely customized products may not be eligible for change-of-mind returns once production has begun.
Any special restriction will be clearly disclosed on the relevant product page before purchase.
These restrictions do not apply to products that arrive damaged, defective, materially different from their description, or otherwise fail to meet applicable legal requirements.
3. Canceling an Order
If you wish to cancel an order, please contact us as soon as possible.
Before Production Begins
Orders that have not entered production may be canceled for a full refund.
After Production Begins
Cancellation may be more difficult once work has started.
Please contact us, and we will review the production status and available options.
If a standard, non-personalized order can no longer be canceled before dispatch, you may still be eligible to return it after delivery under the ordinary return policy.
Shipping Delays
If ZiXa cannot ship your order within the promised timeframe, we will provide the cancellation and refund options required by applicable law.
4. Damaged, Defective, or Incorrect Items
We take particular care when packaging porcelain, but shipping damage can occasionally occur.
If your order arrives broken, damaged, defective, or materially different from what you ordered, please contact us.
For faster assistance, we recommend reporting visible damage within 72 hours of delivery, whenever reasonably possible.
Please include:
- Your order number.
- A brief description of the issue.
- Photographs of the affected item, if available.
- Photographs of the shipping box and protective packaging, if available.
The 72-hour period is a recommended reporting timeframe for efficient investigation, not an automatic waiver of statutory rights.
Depending on the circumstances, we may offer:
- A replacement at no additional cost.
- A full or partial refund, as appropriate.
- Another remedy agreed with you and consistent with applicable law.
If we require the return of an incorrect, defective, or damaged item, ZiXa will arrange or cover the reasonable return costs where required.
We do not require customers to bear the cost of correcting our own fulfillment errors.
5. Handmade Variations
Handcrafted porcelain naturally carries small differences from piece to piece.
Subtle variations in hand-painted brushwork, color transitions, decorative placement, and dimensions may occur.
These characteristics are part of the handmade process and are not necessarily defects.
However, substantial discrepancies from the advertised product, unsafe flaws, structural damage, or manufacturing defects are not treated as acceptable handmade variations.
6. Change-of-Mind Returns
If you decide that an eligible standard product is not right for you, you may request a return within 14 days after delivery.
For a voluntary change-of-mind return:
- The customer is responsible for the international return shipping cost.
- The return should be sent using a trackable shipping method.
- The product must be packaged securely to prevent damage during return transport.
- Original outbound shipping charges separately paid at checkout are generally nonrefundable, except where required by law.
- We do not charge a restocking fee.
International return shipping to China can be costly. We recommend checking the return shipping cost before making a purchase.
If the original order qualified for free outbound shipping, we do not deduct an unlisted original shipping fee from the refund solely because the customer requests an eligible voluntary return.
7. How to Request a Return
To start a return, email:
Please include your order number and the reason for your request.
Our customer support team will review the request and, where eligible, provide return authorization and the appropriate return shipping address.
Do not send returns to the address printed on the original shipping label unless instructed to do so.
After return authorization, please dispatch the return within 14 days or contact us if additional time is needed.
We recommend retaining the return tracking information and proof of shipment.
8. Refund Processing
Once an eligible returned item has been received and inspected, we aim to process the approved refund within 7 business days.
Refunds are generally issued to the original payment method.
The time required for funds to appear in your account may depend on PayPal, your bank, or your card issuer.
Where applicable law requires a faster refund or sets a specific refund deadline, that requirement takes precedence.
For canceled orders that have not shipped, refunds will be processed promptly in accordance with applicable law.
9. Lost or Undelivered Packages
If your package has not arrived within the expected delivery period, please contact us.
We will investigate the shipment and contact the logistics provider when necessary.
If an order is confirmed lost or cannot be delivered, we will provide an appropriate replacement or refund, taking into account the circumstances and your applicable rights.
Customers are not required to resolve carrier compensation claims on our behalf before receiving any remedy to which they are legally entitled.
10. Nonreturnable Items
The following may be excluded from voluntary change-of-mind returns where permitted by law and where applicable restrictions were disclosed before purchase:
- Personalized or specially commissioned products.
- Items that have been used or damaged after delivery.
- Items returned in a condition that prevents safe or reasonable resale due to customer handling.
- Products specifically identified as final sale before purchase, where such restrictions are lawful.
These exclusions do not remove legal remedies for damaged, defective, incorrect, misdescribed, or undelivered goods.
11. Consumer Rights
This policy is intended to provide a clear and fair process for handling returns, cancellations, and refunds.
Nothing in this policy limits any non-waivable rights available to customers under applicable consumer protection law.
Customers may also have rights under their payment provider’s applicable purchase protection or dispute resolution policies.
12. Contact Us
For return requests, cancellations, shipping damage, missing items, or refund questions, please contact:
ZiXa Customer Support
Email: [email protected]
Website: https://zixa.diy/
Operated by Sichuan Ruizenda Trading Co., Ltd. (四川睿怎达商贸有限公司).
Thank you for welcoming a little piece of Jingdezhen craftsmanship into your home.