Refund policy

Last updated: July 21, 2026

At ORIENTAL VIBE, every piece is prepared with care. We want you to feel confident when placing an order with us, so this policy explains which products may be returned, how to request a return, how custom orders are handled, and when refunds are issued.

Nothing in this policy limits any mandatory consumer rights that apply in your country or region.

1. Product Categories

For the purpose of this policy, our products are divided into the following categories:

Standard Products

Standard Products are items offered in our regular catalogue without customer-specific engraving, wording, artwork, materials, measurements, or other unique modifications.

A product is not considered personalized solely because it is handcrafted or made after an order is placed.

Personalized and Custom Products

Personalized and Custom Products are products created according to a customer’s individual instructions, approved design, selected wording, unique measurements, requested materials, or other customer-specific requirements.

Products identified as “custom,” “bespoke,” “personalized,” “commissioned,” or similar wording on the product page are treated as Personalized and Custom Products.

2. Returns for Standard Products

Eligible Standard Products may be returned when the following conditions are met:

You contact us within 14 calendar days after receiving the product.
The product is unworn, unused, undamaged, and in its original condition.
The product is returned with its original packaging, accessories, certificates, and promotional items, where applicable.
You provide your order number or other valid proof of purchase.
The return is sent to the return address provided by our customer support team.

After your return request is accepted, the product must be sent back within 14 calendar days.

Items returned without first contacting us may not be accepted.

3. Products That Cannot Be Returned for Change of Mind

Unless required by applicable law, we cannot accept change-of-mind returns for:

Personalized, bespoke, or custom-made products
Products made according to an individually approved design
Products that have been worn, used, altered, washed, repaired, or damaged after delivery
Products missing their original packaging, accessories, certificates, or included components
Gift cards
Free gifts or promotional items returned separately from the qualifying purchase
Items clearly marked “Final Sale” before purchase, where such restrictions are permitted by law

Discounted or sale-priced products are not automatically considered final sale unless they were clearly marked as such before purchase.

These exclusions do not apply when an item is defective, damaged on arrival, materially different from its description, or incorrect due to an error by ORIENTAL VIBE.

4. Personalized and Custom Orders

Because Personalized and Custom Products are created specifically for the customer, they cannot normally be cancelled, returned, or exchanged after the design has been approved or production has begun.

Before production begins, we will confirm the customization plan and final quotation with you.

Once you approve the design, specifications, materials, or final quotation, your approval authorizes us to begin production. From that point, the order becomes non-cancellable and non-refundable, except where the product is defective, damaged, incorrectly produced, or otherwise covered by mandatory consumer law.

Minor variations in colour, texture, crystal pattern, knotting, bead shape, or handcrafted details may occur because of natural materials and handmade production. These reasonable variations are part of the character of the product and are not normally considered defects.

However, significant differences from the approved design or product description should be reported to us for review.

5. Custom-Order Deposits

Certain bespoke orders require an initial deposit, such as the US$38 deposit displayed for our Custom Lucky Mascot service.

Unless otherwise agreed in writing:

The deposit is applied toward the final price of the custom order.
The final price is confirmed after the customization plan has been discussed.
The remaining balance must be paid before production or shipment, as stated in the quotation.
A deposit may be cancelled and refunded before individualized design or consultation work begins.
Once individualized design work, material sourcing, or production has begun, the deposit becomes non-refundable because it covers work and costs already incurred.
Once the customer approves the final customization plan and production begins, payments made toward the custom order are non-refundable, except in the event of a defect, production error, or other right provided by applicable law.

Any different deposit or cancellation terms agreed with you in writing for a specific project will take priority for that project.

6. Order Cancellations and Changes

Please contact us as soon as possible if you need to cancel or change an order.

For Standard Products, we recommend contacting us within 12 hours of placing the order. We will make reasonable efforts to accommodate your request, but cancellation or modification cannot be guaranteed once processing, handcrafting, packing, or shipment has begun.

For Personalized and Custom Products, cancellation is no longer available once the design has been approved or individualized work has begun, subject to applicable consumer law.

If an order has already shipped, it cannot be cancelled in transit. An eligible Standard Product may instead be returned after delivery under this policy.

7. Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 calendar days of delivery whenever reasonably possible.

Please provide:

Your order number
A clear description of the problem
Photographs of the full product
Close-up photographs of the defect or damage
Photographs of the shipping package and shipping label
An unboxing video, if available

Please keep the product and all original packaging until the claim has been resolved, as they may be required for inspection or a carrier claim.

After reviewing the evidence, we may offer an appropriate remedy, including:

Repair
Replacement
Reshipment of a missing or incorrect component
Partial refund
Full refund

The appropriate remedy will depend on the nature of the problem, product availability, applicable law, and whether repair or replacement is reasonably possible.

When the issue was caused by us or the product was defective on arrival, we will cover or reimburse reasonable standard return-shipping costs where a return is required.

8. How to Request a Return

To request a return, email us at:

support@orientalvibe.shop

Please include your order number, the item you wish to return, the reason for the return, and relevant photographs where applicable.

If the return is approved, we will provide:

Return instructions
The correct return address
Any required return reference or authorization
Further instructions for damaged or defective products

Do not send returns to the address shown on the shipping package unless our customer support team confirms that address in writing. International logistics facilities may not be able to receive customer returns.

Returns sent to an unauthorized address, sent cash on delivery, or sent without sufficient identifying information may be refused.

9. Return Shipping Costs

For eligible change-of-mind returns, the customer is responsible for return-shipping costs unless applicable law requires otherwise.

We strongly recommend using a tracked shipping service and keeping the shipping receipt until the return has been completed. ORIENTAL VIBE is not responsible for return packages lost or damaged before they reach the authorized return location.

When a return is caused by a defective, damaged, or incorrect product, ORIENTAL VIBE will provide return instructions and cover reasonable standard return-shipping costs where required.

We do not charge a restocking fee for approved returns.

10. Refund Inspection and Processing

We will notify you after the returned product has been received and inspected.

If the return is approved, the refund will be issued to the original payment method, unless another method is required by law or agreed with you in writing.

We aim to issue approved refunds within 5 business days after completing the inspection. Your bank, card provider, PayPal, or other payment provider may require an additional 5–10 business days to display the refund in your account.

Refunds cannot normally be issued to a different card, account, or payment method.

ORIENTAL VIBE is not responsible for processing delays caused by banks or payment providers after the refund has been submitted.

11. Refundable and Non-Refundable Charges

For an approved change-of-mind return:

The purchase price of the eligible returned product will be refunded.
Return-shipping costs are normally the customer’s responsibility.
Premium or expedited shipping charges are not refundable.
Original standard shipping charges will be refunded only where required by applicable law.
Duties, import taxes, customs handling fees, and charges paid directly to customs authorities or third parties are not controlled by ORIENTAL VIBE and may need to be reclaimed from the relevant authority.

When a return is caused by our error or a defective product, we will refund or reimburse the applicable product and reasonable standard shipping costs as required.

12. Exchanges

We do not currently offer direct exchanges for change-of-mind returns.

For an eligible Standard Product, please request a return and place a new order for the preferred item after the return has been approved.

If you received a damaged, defective, or incorrect product, contact us before placing another order. We will review whether a replacement or another remedy is appropriate.

13. Promotional Offers and Free Gifts

If an order included a free gift or qualified for a promotion based on the number or value of products purchased, the promotional eligibility may be recalculated when part of the order is returned.

Where permitted by law, you may be asked to:

Return the promotional gift with the qualifying products; or
Accept a deduction equal to the stated retail value of the gift if you choose to keep it

A free gift that is defective or damaged on arrival remains eligible for an appropriate remedy.

14. Refused and Undeliverable Packages

Refusing delivery or failing to collect a package does not automatically qualify as an approved cancellation or return.

If a package is returned because of an incorrect address, refusal of delivery, failure to collect it, unpaid customs charges, or failure to complete customs clearance, any refund will be reviewed after the package has been received and inspected.

Where permitted by law, original shipping costs, return-to-sender fees, customs charges, and other costs incurred because of the failed delivery may be deducted from the refund.

Please refer to our Shipping Policy for additional delivery information.

15. European Union, EEA, and United Kingdom Customers

Customers in the European Union, European Economic Area, and United Kingdom may have a statutory right to withdraw from eligible online purchases within 14 calendar days after receiving the goods, without providing a reason.

After notifying us of the withdrawal, the eligible products must generally be returned within a further 14 calendar days.

For an eligible statutory withdrawal:

We will refund the price paid for the returned products.
We will refund the cost of the least expensive standard delivery method offered, where legally required.
Additional costs for premium or expedited delivery are not refundable.
We may withhold the refund until we receive the products or evidence that they have been returned, where permitted by law.
We may make a reasonable deduction for loss in value caused by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the product.

The statutory right of withdrawal may not apply to products made to the customer’s specifications or clearly personalized for that customer.

To exercise a statutory withdrawal right, contact us by email with your name, order number, delivery address, the products concerned, and a clear statement that you wish to withdraw from the purchase.

Mandatory local consumer rights take priority if they provide greater protection than this policy.