Refund and Returns Policy

Return & Refund Policy

At IT Soul, we are committed to the perfect delivery of Eastern aesthetic treasures. If you are not completely satisfied with the masterpiece you received, we are always here to support you.

I. Eligibility

To ensure the quality and integrity of our artworks, please confirm the following conditions before applying for a return or exchange:

  • Timeframe: Please initiate a return request within 48 hours of receiving the item.
  • Condition: Items must be in their original condition—unused, unwashed, and undamaged. They must include the original packaging, tags, and all accompanying certificates or accessories.
  • Special Items: Custom-made pieces or clearance/sale items (for non-quality issues) are not eligible for return or exchange.
  • Category Characteristics: Please note that ceramic and Zisha works may have subtle color variations, pores, or handcrafted marks due to the manual crafting process or kiln changes. These are unique identity marks of the artwork and are not considered quality defects.

II. Our Process

  1. Initiate Request: Send an email to [Your Customer Service Email] with your order number and the reason for the return/exchange.
  2. Review & Confirmation: Our after-sales team will respond within 1-2 business days. For damage-related claims, please refer to the “Important Notice” below.
  3. Return Shipping: Once return authorization is granted, please pack the item securely. Due to the fragile nature of these objects, we strongly recommend using the original packaging provided at the time of delivery.
  4. Inspection & Acceptance: Upon receipt and successful inspection of the returned item, we will immediately initiate the refund process.

III. Important Notice (Damage Handling)

Since porcelain, Zisha, and gaiwans are fragile, we provide full transit insurance for your order:

  • Inspection upon Receipt: Please inspect the goods within 24 hours of signing for the package.
  • Damage Claims: If you find transit damage, there is no need to mail back the broken pieces. Please immediately take photos of the outer box (including the shipping label) and the damaged items, and send them to us.
  • Resolution: Once verified, you may choose between a full refund or a free replacement of the same item.

IV. Delayed or Missing Refunds

If you have not yet received your refund, please follow these steps:

  1. Check Your Account: Re-examine your bank or payment platform (PayPal/Credit Card) account.
  2. Contact Your Bank: It typically takes 3-5 business days for a refund to be officially posted.
  3. Contact Us: If you have done all of the above and still have not received your refund, please contact our finance team.

V. Need Help?

If you have any questions regarding delivery, packaging, or the care of your items, please feel free to reach out:

  • Service Email: [Your Email Address]
  • Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+8)