REFUND POLICY

I. Scope of Application

This Policy applies to all consumers who purchase the brand’s high-end art silk scarves, matching "Quick-Swap Frames", art cards and other products through online channels. It covers all refund scenarios including return for no reason, return due to product quality issues, refund for order cancellation due to stock shortage, pre-order deposit refund, cross-border return, etc.

Special Note: This Policy does not apply to personalized custom products made according to consumers’ special requirements (such as exclusive pattern customization, exclusive poem matching), except for quality issues.

II. Refund Scenarios and Requirements

2.1 Return for No Reason (7-Day Cooling-Off Period)

In accordance with relevant provisions on consumer rights and interests protection, our brand provides a 7-day no-reason return service for in-stock products. Consumers can apply for a full refund within 7 natural days from the date of signing for the goods, provided that the following conditions are met:

The product remains in a brand-new, unused state, with no traces of being worn, washed, dyed or damaged; the original packaging, tags, seals and anti-counterfeiting marks are intact and not torn or damaged.
All accessories of the product (including but not limited to art cards, gift boxes, product manuals, etc.) are complete and not missing.
The product has no signs of man-made damage or modification and does not affect secondary sales.

2.2 Return and Refund Due to Product Quality Issues

If the product you receive has quality problems (including but not limited to non-man-made damage such as silk fabric damage, loose threads, uneven dyeing, pattern printing defects, "Quick-Swap Frame" deformation, missing accessories, etc.), you can apply for return and refund within 15 natural days from the date of signing for the goods without bearing any shipping costs. The specific requirements are as follows:

When applying for a refund, please provide clear photos or videos of the product quality issues (which need to clearly reflect the details of the issues) as the basis for review.
The product does not need to be in its original packaging, but man-made secondary damage should be avoided, and accessories should be as complete as possible to facilitate our verification of the issues.
After the review is approved, we will fully refund the order amount (including product price and shipping fee) and bear the logistics cost incurred by the return.

2.3 Refund for Order Cancellation Due to Stock Shortage

If after you place an order, we find that the selected product cannot be shipped normally due to temporary stock shortage, production abnormalities and other reasons, we will notify you via email as soon as possible. You can choose to cancel the order and apply for a full refund, or replace it with other in-stock products.

After canceling the order, the refund will be returned to your payment account in the original way within 1-3 working days. The specific arrival time is subject to the arrival rules of your payment platform and bank, with no handling fees incurred.

2.4 Pre-order Deposit Refund

For products marked out of stock on the website and pre-ordered with a deposit paid, the refund rules are as follows:

After pre-ordering, if you take the initiative to cancel the pre-order, the deposit will not be refunded (the deposit is used as a fee to lock the pre-order quota and has been used for the preparation of bulk product customization).
If the pre-order cannot be fulfilled due to reasons on our company’s part (such as product discontinuation, inability to produce and deliver on time, etc.), we will fully refund the deposit and any remaining amount paid, with no loss borne by you.

2.5 Supplementary Instructions for Cross-Border Return and Refund

All products of our brand are custom-made in bulk in China and shipped by sea to our North American warehouse for distribution. Cross-border returns must comply with the following supplementary requirements:

Consumers in North America who apply for returns need to send the products back to the designated North American warehouse of our company. The return shipping fee shall be prepaid by the consumer (except for quality issues). After the review is approved, we will refund the reasonable prepaid shipping fee together with the refund (based on the logistics voucher).
Cross-border returns must be sent back within 7 days; late returns will not be accepted.

III. Refund Application Process

Initiate Application: Within the corresponding refund time limit, consumers need to submit a refund application via the brand’s official email (info@nympheaperle.com), indicating the order number, refund reason, contact information, and attaching relevant supporting materials (photos/videos are required for quality issues, and logistics tracking number is required for returns).
Review and Confirmation: We will complete the review within 1-2 working days after receiving the application, and the review result will be notified to you via email.
Return the Product (if required): After the return is approved, you need to send the product back to the designated address within 3 working days. Please indicate the order number when returning to facilitate our verification.
Refund Issuance: After we receive the returned product and verify it correctly, the refund will be returned to your payment account in the original way within 1-3 working days. The arrival time is subject to the rules of your payment platform and bank.

IV. After-Sales Maintenance

If the silk scarf product is damaged, deformed, dyed or has other problems due to the consumer’s failure to follow the maintenance instructions on the label, man-made damage, improper use, or improper cleaning and maintenance, return and refund will not be supported, nor will after-sales maintenance services be provided.
If you provide false information or forge supporting materials during the refund process, we have the right to refuse the refund application and reserve the right to pursue relevant responsibilities.