Return & Exchange Policy
✨ 1. 30-Day Happiness Guarantee
We want you to love your ACACIA Artisan jewelry. If for any reason you're not completely satisfied, you have 30 days from the delivery date to request a return or exchange.
No questions asked. Just good vibes guaranteed.
📦 2. Condition for Returns
To be eligible for a return:
- Item must be unworn, unaltered, and in its original condition
- All tags, packaging, and accessories (e.g., gift pouch, care card) must be included
- Agarwood pieces must not have been exposed to water, perfume, or other scents
We reserve the right to refuse returns that show signs of wear, damage, or scent contamination.
🚫 3. Non-Returnable Items
- Custom or personalized pieces
- Items marked "Final Sale" or "Clearance"
- Items damaged due to improper use (e.g., soaking agarwood in water)
🔄 4. How to Initiate a Return
- Contact us at sales@gzbeida.com.cn with your order number and photos of the item.
- We'll send you a return authorization and instructions.
- Pack the item securely and ship it back to our return address.
💡 We recommend using a trackable shipping method. ACACIA Artisan is not responsible for lost return packages.
💰 5. Return Shipping Cost
| Region | Return Shipping Cost |
|---|---|
| Local (within Australia) | Covered by customer (flat rate ~$8 AUD) |
| International | Covered by customer |
🎉 Exchange: If you're exchanging for another item, we'll cover the shipping cost to send the new piece to you (one-time courtesy per order).
💸 6. Refunds
Once we receive and inspect your return:
- Refunds will be issued to your original payment method
- Processing time: 5–7 business days
- You'll receive a confirmation email when refund is completed
⏳ Depending on your bank, it may take 3–10 business days for the refund to appear in your account.
🔄 7. Exchanges
Want a different size, stone, or style?
- Follow the same return process, and mention "Exchange" in your email
- Once we receive your return, we'll ship your new item within 2 business days
- Exchange shipping (to you) is free for first exchange per order
⚠️ 8. Damaged or Incorrect Items
Oh no! If your item arrives damaged or you received the wrong piece:
- Contact us within 7 days of delivery
- Include photos of the item and packaging
- We'll send a replacement or issue a full refund — with free return shipping
✏️ 9. Cancellations
- Cancellations are accepted within 6 hours of placing the order
- After that, the order may already be in processing — please contact us immediately
📋 Policy Highlights
| Item | Summary |
|---|---|
| Return Window | 30 days from delivery |
| Condition | Unworn, unaltered, with packaging |
| Non-Returnable | Custom / Final Sale / Scent-contaminated agarwood |
| Return Shipping | Buyer covers cost (free for first exchange) |
| Refund Processing | 5–7 business days |
| Damaged / Wrong Item | Free replacement or refund (7 days) |