Last Updated: January 18, 2025

1. Our Return Philosophy

Our products include natural stones (unique natural products) and standardized silver accessories (handicrafts), with each order equipped with an exclusive custom 3D-printed packaging box. We clearly display product characteristics through detailed product presentations (macro detail images for stones ≥ €10) to ensure you fully understand the product information before placing an order.

Due to the natural uniqueness of natural stones or the standardized craftsmanship of silver accessories, and in accordance with Article 16 of the EU Consumer Rights Directive (CRD), we only provide return/exchange services for product-related issues and do not accept no-reason returns for non-product-related reasons.

2. Core Definition Explanations

2.1 Natural Stone Beads/Freeform Carved Pieces

  • Natural Attribute Differences: Including but not limited to natural inconsistencies in texture, color, size, and shape (including slight differences in products of the same specification shipped randomly for items < €10). These are reflections of the uniqueness of natural stones and are not considered quality issues.
  • Non-Natural Quality Issues: Issues such as breakage, damage, or inconsistent specifications caused by manual processing are considered quality issues.

2.2 Silver Accessories

  • Craftsmanship Attribute Details: Normal production details such as slight polishing marks and minor color differences are not considered quality issues.
  • Non-Craftsmanship Quality Issues: Issues such as inconsistent material, non-craftsmanship deformation/breakage, or inconsistent style with the display image are considered quality issues.

2.3 Custom 3D-Printed Packaging Box

  • Craftsmanship Imperfections: Minor details that do not affect storage and fixation functions, such as slight scratches, small bubbles, are not considered quality issues.
  • Quality Issues: Issues that affect use, such as cracks, damage, or mismatched grooves with the product, are considered quality issues.

3. Acceptable Return Scenarios and Requirements

Returns are only accepted for the following product-related issues:

3.1 Shipping Damage

  • Application Period: Within 7 days of receipt
  • Required Materials: Order number, photos (or videos) of damaged outer packaging, photos (or videos) of unpacked damage (clearly showing the damaged condition of the product/packaging box)
  • Processing Method: Free product replacement/reproduction of packaging box, or full refund (excluding additional costs incurred by the return)

3.2 Incorrect Product/Packaging Box Shipped

  • Application Period: Within 7 days of receipt
  • Required Materials: Order number, photos of the received product/packaging box (to be compared with the order information)
  • Processing Method: We will bear the return shipping cost and send the correct product along with a newly produced corresponding packaging box for free; or process a full refund according to your request.

3.3 Non-Attribute Quality Issues

  • Application Period: Within 7 days of receipt
  • Required Materials: Order number, photos (or videos) of the quality issue of the product/packaging box (clearly showing the details of the issue)
  • Processing Method: Free return and refund, product replacement/reproduction of packaging box, or corresponding compensation (specific plan determined through negotiation based on the severity of the issue)

4. Return Process

  1. Send your order number, description of the issue, and relevant supporting photos (or videos) to the official exclusive email: 5elementslink@gmail.com to apply for a return.
  2. We will review your return request within 3 working days. If approved, we will provide you with a return authorization and return address.
  3. Please return the product together with the original custom 3D-printed packaging box to the designated address within 3-5 working days after receiving the return authorization. Please indicate your order number and contact information when returning.
  4. We will complete the inspection within 3 working days after receiving the return. The inspection standard is “whether the product/packaging box matches the issue described in your return application”. If the inspection result is inconsistent with the application description, we will explain the reason via email and negotiate a solution with you.
  5. After the inspection is passed, we will process the refund, exchange, or compensation within 3-5 working days.

5. Refund Processing Time

After receiving and inspecting the returned product/packaging box, we will return the refund to your payment account via the original route within 3-5 working days. Please note that different payment channels (such as PayPal, credit card) may require an additional 1-3 working days for the refund to arrive.

6. Non-Acceptable Return Scenarios

  • Returns for non-product-related reasons such as personal preference or aesthetic differences
  • Returns due to natural attribute differences of natural stones or craftsmanship attribute details of silver accessories
  • Returns due to minor craftsmanship imperfections of the custom 3D-printed packaging box
  • Product issues caused by non-seller reasons (such as wear due to improper personal storage, scratches after use, loss of accessories, etc.)
  • Products/packaging boxes damaged due to improper use by the user
  • Products that have been unpacked and affect secondary sales (such as missing original packaging, damaged product cleanliness, etc.)