Refund policy

Last updated: August 12, 2026

Standard Made-to-Order Pieces

Bamboo over Porcelain pieces purchased through the standard options shown on our product page are woven and completed after an order is placed, but they are not personalized or made to customer-selected specifications.

These standard made-to-order pieces remain eligible for preference-based return under the 30-Day Returns section below.

If THE YUNXI introduces customized or bespoke pieces in the future, any different production times, cancellation terms, and return conditions will be clearly disclosed on the relevant product page before purchase.

 

30-Day Returns

You may request a preference-based return within 30 calendar days after delivery.

A preference-based return includes a return requested because of:

  • Change of mind
  • Personal preference
  • An accidental order
  • Selection of the wrong variant
  • The item not suiting the customer’s intended use when it was delivered as described

To be eligible, the item must:

  • Be in its original condition
  • Be unused with food or beverages
  • Be unwashed
  • Be free from stains, odors, scratches, water damage, or other signs of use
  • Include all components and accessories
  • Include its original protective packaging where reasonably possible
  • Be returned as a complete set if originally sold as a set

You may carefully unpack and inspect the item. Opening the package for inspection does not by itself make the item ineligible for return.

THE YUNXI does not charge a restocking fee for an approved return.

 

How to Request a Return

Before sending an item, contact support@theyunxi.com and include:

  • Your order number
  • The item you wish to return
  • The reason for the return
  • Photographs if the item is damaged, defective, incorrect, incomplete, or materially different from its description

If the return is approved, we will provide:

  • Return authorization
  • The complete approved return address
  • Recipient and routing information
  • A return authorization number
  • Packing instructions
  • Applicable shipping and customs-document instructions

Approved returns must be handed to the return carrier within 14 calendar days after return authorization.

Do not arrange or ship a return before receiving authorization and return instructions from THE YUNXI.

Do not return an item to the address shown on the original outbound shipping label. That address may belong to a carrier or transit facility and may not be able to receive or identify customer returns.

Returns sent without authorization or to an unapproved address may be delayed, refused, or unable to be matched to the original order.

 

Return Destination and Shipping

All approved returns must be sent to THE YUNXI’s authorized return facility in Nanjing, Jiangsu, China.

Once your return is approved, we will provide the complete warehouse address, recipient name, postal code, telephone number, return authorization number, packing requirements, routing information, and applicable customs instructions by email.

Returns must be sent to the authorized facility so that we can:

  • Match the return to the correct order
  • Confirm that the correct item and all set components have been returned
  • Inspect the porcelain, bamboo weave, and protective packaging
  • Confirm that the item remains unused and eligible for return
  • Process the return and refund accurately
  • Maintain consistent quality and presentation standards

A returned object will only be considered for restocking if it remains unused and meets the same condition, quality, and presentation standards applied to a newly fulfilled order. Items that do not meet those standards will not be offered to another customer.

Preference-Based Return Shipping

For an approved preference-based return, the customer is responsible for the full cost of tracked international return shipping from the customer’s address to our authorized facility in Nanjing, China.

DDP coverage applies only to the original outbound delivery from THE YUNXI to the customer. It does not include preference-based return shipping from the customer to China.

The return must be sent using a trackable shipping service. Appropriate shipping insurance is strongly recommended. Please retain the shipping receipt and tracking information until the return and refund have been completed.

When the customer arranges preference-based return shipping:

  • The shipping cost is paid directly to the selected carrier.
  • THE YUNXI does not collect that amount.
  • The return shipping cost is not deducted again from the product refund.
  • Responsibility for the return remains with the customer until the package has been received at the authorized return facility.

When an authorized return is shipped in accordance with the instructions provided by THE YUNXI, we are responsible for:

  • Destination import charges arising from the correctly declared return
  • Customs-clearance charges at the authorized return facility
  • Transportation from the Nanjing return facility to any other THE YUNXI facility
  • Inspection and processing costs
  • Repacking costs

Additional costs caused by an unauthorized shipping method, incorrect customs declaration, inaccurate shipment information, or failure to follow the provided routing instructions may remain the customer’s responsibility where permitted by law.

Do not send a return freight collect or with charges due on delivery unless THE YUNXI has specifically authorized that method in writing.

If THE YUNXI makes an optional return label available, the exact label cost and payment method will be disclosed before the customer accepts it. No undisclosed return-label charge will be deducted from a refund.

 

Refund Amount and Processing

After an authorized preference-based return has been received, inspected, and approved, THE YUNXI will refund:

  • The amount paid for the eligible returned item
  • The applicable sales tax attributable to that item

THE YUNXI does not deduct any of the following from an approved preference-based refund:

  • Complimentary outbound Standard Shipping
  • Outbound import duties
  • Outbound import taxes
  • Customs-clearance charges for the original delivery
  • Brokerage charges for the original delivery
  • Destination charges arising from a correctly declared authorized return
  • Facility inspection or processing costs
  • Internal transportation costs
  • Repacking costs
  • A restocking fee

The original outbound shipping and import-related costs are handled by THE YUNXI under our DDP delivery arrangement and are not charged back to the customer when an eligible preference-based return is approved.

Return shipping purchased directly by the customer is not reimbursed, but it will not be deducted again from the product refund.

After an authorized return arrives at the Nanjing facility:

  • We will inspect it within 3–5 business days.
  • We will email you when the return has been approved or if further information is required.
  • An approved refund will be issued to the original payment method and in the original transaction currency.
  • We will email you when the refund has been submitted.
  • Your bank, card provider, or payment service may require up to 10 additional business days to post the refund.

If no physical return is required for a confirmed damaged, defective, incorrect, or incomplete item, the refund will normally be submitted within 3–5 business days after the resolution has been approved.

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

Applicable sales tax attributable to the refunded item will be refunded as required by law.

If you have not received an approved refund after the stated processing period and the additional processing time required by your payment provider, contact support@theyunxi.com.

 

Natural Materials and Handmade Variation

THE YUNXI objects combine natural bamboo with porcelain and hand-finished processes. No two pieces will be perfectly identical.

Minor variations may occur in:

  • Bamboo tone and grain
  • The visual rhythm of the weave
  • Surface texture
  • Porcelain tone
  • Glaze character
  • The appearance of natural materials

These minor variations are part of the material and making process and do not affect the structure, stability, safety, or intended use of the object.

Normal handmade variation does not include:

  • Cracks or leakage
  • Chipped drinking rims
  • Sharp or unsafe edges
  • Serious instability
  • Loose or structurally detached bamboo
  • Significant separation between bamboo and porcelain
  • Missing components
  • An incorrect item or variant
  • A material or size substantially different from the product description
  • Any condition that prevents safe and intended use

Product photographs represent the overall design, material relationship, color family, and character of the object. Minor natural variation between the photographed piece and the item received is expected.

 

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If an item arrives:

  • Broken or damaged
  • Defective
  • Incorrect
  • Missing a component
  • Materially different from the item ordered

Contact support@theyunxi.com within 7 calendar days of delivery.

Please provide:

  • Your order number
  • A brief description of the issue
  • A photograph of the complete item
  • A close photograph showing the affected area
  • A photograph of the outer shipping package
  • A photograph of the shipping label

Please retain the item and packaging until we have completed our review, as they might be needed for a carrier claim.

Once the issue has been confirmed, THE YUNXI will provide an appropriate resolution, which may include:

  • A replacement at no additional cost
  • A replacement component, where applicable
  • A full or partial refund
  • Another mutually agreed solution

Customers are not responsible for replacement or return shipping costs when an item is confirmed to have arrived damaged, defective, incomplete, incorrect, or materially different from its product description.

No shipping, duty, customs, inspection, processing, or restocking deduction will apply to a confirmed product or fulfillment issue.

Please do not arrange or pay for a return unless instructed by THE YUNXI.

For safety reasons, broken porcelain normally does not need to be returned. Do not handle or repack sharp fragments unnecessarily.

If THE YUNXI requires a confirmed damaged, defective, or incorrect item to be returned, we will arrange or reimburse the approved return shipping cost.

Contacting us after seven days does not automatically limit any non-waivable rights available under applicable law.

 

Manufacturing or Functional Issues

Some manufacturing or functional issues might not be immediately visible during the initial delivery inspection.

If you discover an issue within 30 calendar days of delivery, contact us with:

  • Your order number
  • A description of the issue
  • Clear photographs or video where appropriate

Covered issues may include:

  • Leakage during normal use
  • Structural separation
  • Unsafe edges
  • Significant instability
  • A construction issue that prevents normal use

This coverage does not apply to damage caused by:

  • Dropping or accidental impact after delivery
  • Improper handling
  • Ordinary wear
  • Use contrary to the care instructions provided with the product or published on the product page

If you discover a possible manufacturing or functional issue after 30 days, you may still contact us. We will review the circumstances and available evidence individually.

Nothing in this policy limits any non-waivable consumer rights available under applicable law.

 

Duo Sets and Partial Returns

An item sold as a set must normally be returned as a complete set to qualify for a full set refund.

If one item in a Duo arrives damaged, defective, incorrect, or incomplete, contact us before returning either item.

Depending on availability and the nature of the issue, THE YUNXI may:

  • Replace the affected item
  • Provide an appropriate partial refund
  • Replace the complete set
  • Refund the complete set

Do not return an undamaged complete set before receiving instructions.

 

Exchanges

THE YUNXI does not currently process direct preference-based exchanges.

If you would like a different variant:

  1. Request a return for the original item.
  2. Place a new order for the preferred variant.

Inventory is not reserved while a return is in transit. The new order will be subject to the price and availability displayed when it is placed.

If an item was damaged, defective, or incorrectly shipped, do not place a replacement order unless instructed. We will arrange an approved replacement directly.

 

Order Changes and Cancellations

You may request a cancellation or variant change within 24 hours of placing your order.

We will make reasonable efforts to assist, but cancellation or variant changes cannot be guaranteed once bamboo weaving has begun. Address corrections may still be possible until packing or carrier processing begins.

If we cannot dispatch the order within the stated made-to-order production timeframe, we will provide a revised dispatch date and give you the option to accept the delay or cancel the unshipped order for a full refund.

If an order has already been dispatched, it must follow the applicable return process after delivery.

 

Refused and Unclaimed Packages

Please do not refuse a correctly addressed shipment as a substitute for requesting a return.

If a package is refused, abandoned, or left unclaimed:

  • A refund will not be issued until the package has been successfully returned and inspected.
  • The package must be identifiable and matched to the original order.
  • Actual non-recoverable carrier charges caused by the refusal or failure to collect may be deducted where permitted by law.
  • Any proposed deduction will be explained before the refund is processed.
  • A package that is not successfully returned cannot automatically be treated as an approved return.

If a carrier unexpectedly requests payment for customs duties, import taxes, brokerage, or clearance charges, contact THE YUNXI before paying or refusing the package. Original outbound orders are shipped on a DDP basis.

 

Gift Orders

Refunds are issued to the original purchaser’s payment method.

If you received an item as a gift and it arrived damaged, defective, incorrect, or incomplete, you may contact us directly. We might need the purchaser’s name, email address, or order number to locate the order.

 

Contact

For return requests, refunds, delivery damage, product issues, or order changes, contact:

THE YUNXI
Email: support@theyunxi.com

Please include your order number whenever possible.