Refund policy
Last updated: June 5, 2026
ZHENGYUAN LIMITED Returns & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sofiayinyang8635@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sofiayinyang8635@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
All customized five-element crystal ornaments, custom herbal ingredient Chinese herb bracelets and digital teaching materials can only enjoy damage compensation when they are not delivered or have confirmed quality problems.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Five-element customized crystals customized according to customers' personal birth information belong to personalized customized products. After delivery, an exclusive energy connection will be formed between the crystal and the buyer, so such customized products cannot be returned or refunded due to personal preference or inconsistent energy feeling; Custom-formula herbal Chinese medicine bracelets blended individually based on each buyer’s physical condition are bespoke tailor-made goods and are non-refundable for subjective dislike; all downloadable electronic documents and recorded teaching videos are also non-refundable and non-returnable. Once we send the download link or access permission to customers, no return application will be approved. Gua Sha scraping boards and regular massage tools follow our standard 30-day return rule unless customized with personal size engraving, engraved custom massage tools fall into final sale no-return category.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Five-element customized crystals, custom blended herbal bracelets and all digital course materials do not support any exchange service; standard unengraved massage scraping tools support normal exchange per general policy.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Five-element personalized customized crystals, custom-formula herbal bracelets and all downloadable digital teaching products are legally exempt from the EU's statutory 14-day cooling-off return right; after the buyer obtains the access right of digital products, it is deemed to automatically abandon the statutory 14-day withdrawal right. Only ordinary uncustomized blank scraping boards and massage tools comply with EU 14-day statutory return rules.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sofiayinyang8635@gmail.com.