Refund policy
Effective date: 2026-11-01
We stand behind everything we sell.
If your item arrives damaged or significantly different from the listing, contact us within 7 days with photos.
We will issue a full refund — no return shipping required.
Due to the handcrafted nature of our products and the cost of international shipping, we do not accept returns for change of mind.
All sales are final unless the item is defective or damaged.
How It Works
1. If your item arrives damaged or significantly different from the listing
- Email us at hello@kongshan.shop within 7 days of delivery
- Include your order number and clear photos of:
- The damaged or incorrect item
- The original packaging (helps us file a shipping claim)
- We will respond within 1 business day
- We will issue a full refund to your original payment method within 3-5 business days of approval
- You do not need to return the item
2. If you changed your mind
We do not accept returns for change of mind. Please review the listing carefully before ordering — we provide detailed photos, dimensions (where applicable), and descriptions of each piece.
If you have a question about a specific item before ordering, email us at hello@kongshan.shop — we're happy to provide additional photos or measurements.
3. If your order is in transit (lost)
See our Shipping Policy §6.1 for lost package handling. A package is considered lost if tracking has not updated for 30 business days. We will offer a full refund or replacement at no cost.
4. If you want to cancel an unshipped order
Email us at hello@kongshan.shop before your order ships. We will issue a full refund with no questions asked. Once your order has shipped, our all-sales-final policy applies.
Why This Policy
We are a small shop sourcing handmade-inspired pieces produced by trusted partners. International return shipping typically costs more than the item itself — a $30 earring would require $25-50 in return shipping to come back to us. This policy:
- Protects us from return-shipping costs we cannot recover
- Keeps our prices lower for everyone
- Reflects the reality of cross-border commerce at our price point
- Still guarantees your protection if something goes wrong on our end
- Makes our quality bar high — we only ship pieces we're confident in
Exceptions
We may, at our sole discretion, make exceptions for:
- Items that are clearly defective beyond the description
- Items damaged during shipping (covered above)
- Repeat customers with a history of successful orders (case-by-case)
If you believe your situation warrants an exception, email us at hello@kongshan.shop with your order details and a clear explanation. We judge case by case.
Contact
For any return, refund, or cancellation question:
- Email: hello@kongshan.shop
- Mail: 昆明山穹文化创意有限责任公司 (Kunming Shan Qiong Cultural and Creative Co., Ltd.) (trading as Kongshan), Kunming, Yunnan 650000, China
Appendix: Version History
| Version | Date | Changes |
|---|---|---|
| v1.0 | 2026-08-12 | Initial Refund & Return Policy published (longer, hybrid model) |
| v1.1 | 2026-08-12 | Replaced with a concise all-sales-final policy |
| v1.2 | 2026-08-12 | Adjusted the opening section to a line-by-line format |
| v1.3 | 2026-11-01 | Legal entity corrected to Kunming Shan Qiong Cultural and Creative Co., Ltd.; unsupported production claims removed |