Refund policy

ETHERAO | Refund Policy

At ETHERAO, every creation is thoughtfully prepared through a personalized process that combines natural gemstones, Eastern wisdom, and individual intention.

Many of our products are not mass-produced inventory items. Each piece is carefully prepared according to customer selections and personal preferences.

Because of the handcrafted and personalized nature of our creations, we have established the following refund and return policy to ensure a fair experience for both our customers and our artisans.

1. Return Period

ETHERAO offers a 15-day return policy.

You may request a return within 15 days after receiving your order.

To be eligible for a return, your item must:

Be in the same condition as received;
Be unworn and unused;
Remain in the original packaging;
Include any original tags or accessories (if applicable);
Include proof of purchase or order information.

Items that do not meet these conditions may not be accepted.

2. Order Processing & Delivery Time

ETHERAO creations are not mass-produced inventory items.

Many pieces are individually prepared based on your selected:

Crystal type;
Bracelet size;
Personal preferences;
Customized information.

Because each creation requires careful preparation, craftsmanship, quality inspection, and packaging:

From the date your order is placed to the date you receive your item, the total delivery time is typically 10–20 business days.

This timeframe includes:

Personalized preparation and crafting;
Quality inspection;
Packaging;
International shipping and delivery.

Actual delivery times may vary depending on:

Destination country or region;
Customs processing;
Local courier services;
Holidays or unexpected circumstances.

We carefully prepare each ETHERAO creation to ensure it arrives safely and beautifully.

3. Starting a Return

To request a return, please contact us at:

Email:
kevincent526@gmail.com

Please include:

Order number;
Customer name;
Reason for return;
Supporting photos or information (if applicable).

Please do not send any item back before receiving return approval from ETHERAO.

Items returned without prior authorization may not be accepted.

4. Return Address

To protect customer privacy and ensure proper handling of international returns:

ETHERAO does not publicly display return addresses.

After your return request has been reviewed and approved, we will provide:

The appropriate return address;
Return instructions;
Any additional information required for processing.

5. Return Shipping Costs

Unless the item arrives:

Damaged;
Defective;
Incorrectly shipped;

customers are responsible for return shipping costs.

Original shipping fees are generally non-refundable.

If the issue is caused by ETHERAO, we will review the situation and provide an appropriate solution.

6. Personalized & Custom-Made Products

Because ETHERAO creations may be personalized specifically for each customer, customized products are considered final sale.

This includes products created based on:

Birth date information;
Zodiac selection;
Personal intention;
Bracelet size;
Individual preferences;
Special customization requests.

Personalized products cannot be returned or exchanged due to:

Change of mind;
Personal preference;
Incorrect information provided by the customer;
Changes requested after production has begun.

However, if a personalized product arrives with a verified manufacturing defect or quality issue, please contact us. We will carefully review the situation and provide an appropriate solution.

7. Natural Gemstone Variations

ETHERAO uses natural gemstones and crystals.

Because natural stones are formed through unique geological processes, each piece may have individual characteristics, including:

Slight variations in color;
Natural inclusions;
Unique textures;
Differences in patterns.

These characteristics are natural features of authentic gemstones and are not considered defects.

Slight differences between product images and the actual item caused by natural variations, lighting conditions, or screen displays do not qualify as a reason for return.

Each ETHERAO creation is unique, just as every natural stone is unique.

8. Damaged, Defective, or Incorrect Items

Please inspect your order carefully after receiving it.

If your item arrives:

Damaged;
Defective;
Different from the item ordered;

please contact us within 7 days after delivery.

Please provide:

Order number;
Description of the issue;
Clear photos or videos showing the problem.

After reviewing the information provided, ETHERAO will determine the appropriate resolution, which may include:

Replacement;
Repair;
Refund;
Other suitable solutions.

9. European Union 14-Day Cooling-Off Period

For customers located in the European Union, certain purchases may qualify for a 14-day right of withdrawal under applicable consumer protection laws.

Eligible customers may request cancellation or return within 14 days after receiving their order.

Returned items must:

Remain unused;
Be in original condition;
Include original packaging;
Include proof of purchase.

However, this cooling-off right does not apply to:

Personalized products;
Custom-made items;
Products created according to specific customer requirements.

These products are created exclusively for the individual customer and cannot normally be resold.

10. Exchanges

Currently, ETHERAO does not offer direct exchanges.

If you would like a different product, style, or size, please request a return (if eligible) and place a new order separately.

11. Refund Processing

Once your approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved:

Refunds will be issued to your original payment method;
Processing usually takes up to 10 business days.

Please note that your bank, credit card provider, or payment platform may require additional processing time before the refund appears in your account.