Refund Policy

Return & Refund Policy

General Policy
We want you to love your natural stone chip beads. Please read our policy carefully before purchasing.

Order Cancellation
You may cancel your order within 1 hour of placing it. Once the order has been handed over to our logistics provider, cancellations are no longer possible.

Damaged, Defective, or Wrong Items
We carefully inspect every strand before shipping. If you receive a damaged product (such as a torn outer bag resulting in bead loss), a defective item, or the wrong item, please contact us immediately at moonlightstone.top@outlook.com within 7 days of delivery. Please include clear photos of the issue. For international orders, we do not require you to return the damaged item. We will issue a full refund or send a replacement upon verifying your photos. This saves time and shipping costs for you.

Returns for Change of Mind (Non-quality issues)
We do not accept returns or exchanges for items ordered by mistake or if you simply change your mind, unless required by applicable local law (see the EU section below). For any authorized return, the item must be completely unused, with the original nylon string intact and unbroken, and in its original packaging. If a return is authorized, the buyer is solely responsible for all return shipping costs to our address in China. We do not provide prepaid return shipping labels for change-of-mind returns.

Return Address
If your return is authorized, please send it to the following address: Sun Biaoxun, Chengdong Town, Jindongfang Caifu Jiayuan Phase 5, Haifeng County, Shanwei City, Guangdong Province, 516400, China.

Exceptions / Non-returnable Items
Items that have been opened, unstrung (nylon cord broken), used for DIY crafting, or altered in any way cannot be returned. Sale items, clearance items, and gift cards are also non-returnable.

European Union 14-day Cooling-off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Crucially, to be eligible for this EU cancellation, the item must be in exactly the same condition as when you received it, with the nylon string untouched/unbroken and in the original packaging. If you break the string or open the bead package, the return is void.

Refunds
We will notify you once we've received and inspected your return. If approved for a quality issue (or EU refund, subject to strict condition checks above), you'll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed since we approved your return, please contact us.