Refund and Returns Policy

Last updated 2025-09-05

Thank you for your purchase. We hope you are satisfied with your order. However, if you are not completely happy with your purchase, you may return it for a full refund or as store credit or an exchange (subject to the guidelines below). Please review this Return & Refund Policy carefully.

1. Damaged or Incorrect Items (Our Responsibility)

We take full responsibility if you receive a product that is defective, damaged upon arrival, or not as described.

  • Please notify us within 48 hours of delivery by emailing hello@earthstonechu.com.
  • Include photos of the damaged/incorrect product and packaging.
  • We will arrange a replacement at no additional cost, or a refund if a replacement is not possible.
  • In such cases, you will not be responsible for return shipping costs.

2. Customer-Initiated Returns (Buyer’s Responsibility)

If your item is delivered according to specifications but you wish to return it due to personal reasons (e.g., change of mind, doesn’t fit your décor), the following applies:

  • Returns must be postmarked within 14 days from the date the merchandise was recieved by the customer.
  • Items must be in new, unused condition with all original packaging, tags, and labels intact.
  • Art prints must be returned in their protective packaging (e.g., tubes, sleeves, foam boards) to prevent damage.
  • Return shipping costs are the customer’s responsibility.
  • Original shipping fees are non-refundable.
  • Refunds will be issued as store credit or exchange only.

3. Exceptions & Special Cases

Limited edition, signed, or numbered prints are final sale and cannot be returned or exchanged, unless damaged upon arrival.

4. Color Variations

Due to printing processes and screen settings, slight variations in color may occur between the online image and the actual print. These differences are not considered defects and do not qualify for a return or refund.

5. Return Process

  1. Email: hello@earthstonechu.com to obtain a Return Merchandise Authorization (RMA) number.
  2. After receiving your RMA number:
    • Place the item securely in its original packaging (with protective materials included).
    • Include the return form provided.
  3. Mail your return
    To: Gazing Element Limited
    Attn: Returns – RMA #
    Suite 215, 2F, No1, Lane 126, Fuxing South Road, Section 1
    Da-An District, Taipei City 106, Taiwan

6. Refund Timeline

  • Once your return is received and inspected, we will process your store credit or exchange.
  • Please allow up to 14 business days after receiving your return.
  • You will be notified by email once your return is processed.

 

If you have any questions, please contact us hello@earthstonechu.com

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