Refund policy

This Return and Refund Policy applies to all purchases made on https://shoprhinestonesandroses.shop, including plush toys, cat fill‑in lights, kids toys, children socks, caterpillar warm heating pads, kids headscarves, cat‑patterned mugs and all other merchandise sold through our online store. By placing an order on our website, you agree to the terms outlined below. Our official contact email is info@shoprhinestonesandroses.shop.

Eligibility for Returns

You may submit a return request within 30 calendar days counted from the date your order is delivered. To qualify for a return due to personal preference, all returned goods must be unused, unwashed, free from stains, damage or wear. Original packaging, tags, labels and all included accessories must be kept intact. Items that have been heavily used, modified, damaged by improper operation or consumer misuse will not be accepted for return.

For children‑related products including kids toys, children socks, kids headscarves and plush toys, we cannot accept returns once items have been heavily used for hygiene and safety purposes. If you receive defective or damaged children‑oriented goods, please notify us within 48 hours after delivery and provide clear photos or video evidence of defects, package damage and shipping labels. Defective claims without valid supporting evidence may be declined.

How to Initiate a Return

Before sending any items back, you must submit a return authorization request by email to info@shoprhinestonesandroses.shop. Please include your order number, full name, items you wish to return, and the reason for return in your email message. Our support team will review your application and send you return instructions within 24‑48 business hours. Do not send back any merchandise without obtaining prior return authorization. Unauthorized returned packages may be refused and will not qualify for refunds.

You are responsible for all return shipping fees for returns caused by personal preference, including shipping charges, customs fees and any other related surcharges. We will cover return shipping costs only for proven defective items, wrong‑item shipments or errors made by our store. Customers shall bear risk of loss or damage of goods during return transit until our warehouse physically receives and inspects the returned parcel.

Refund Processing

Once our warehouse receives, inspects and verifies your returned items meet our return requirements, we will start processing your refund within 5‑10 business days. Refunds will be issued back to your original payment method used when placing the order. Please note that bank processing times vary among payment providers; it may take an additional 3‑10 business days for funds to show up on your bank or card statement. We do not control bank transfer delays and will not be responsible for such waiting periods.

If returned items arrive damaged, heavily worn, missing original packaging or accessories, we reserve the right to reject the return request, or issue a partial refund according to the actual condition of received goods. Shipping fees you paid for the original order are non‑refundable except for situations caused by our store’s mistakes such as defective goods or incorrect shipment.

Exchanges

If you would like to request an exchange for size, color or different product variant, please send your request to info@shoprhinestonesandroses.shop together with your order information. Exchange requests are subject to product stock availability. For customer‑initiated exchanges, you will cover the cost of shipping the original item back to us as well as shipping cost for the replacement item sent out from our side. For defective or wrong‑delivered items, we provide free product replacement at our cost.

Non‑Returnable Situations

The following scenarios do not qualify for return or refund service: items beyond the 30‑day return window; items damaged by customer misuse, improper installation, accidental drop or man‑made destruction; items without valid return authorization; final‑sale promotional goods; items returned without complete original packaging and tags. Caterpillar warm heating pads that have been activated and used cannot be returned for hygiene and safety considerations.

Damaged, Defective or Incorrect Orders

If your parcel arrives broken, defective, or you receive items different from what you ordered, please email us at info@shoprhinestonesandroses.shop within 48 hours of delivery with photos of outer package, damaged goods and shipping label. After verification, we will offer options including full refund, partial refund or free replacement according to your preference. We will not accept defect reports submitted more than 48 hours after delivery.

Order Cancellation

You may cancel your order for a full refund before the order has been fulfilled and shipped out. Once your package has been dispatched from our warehouse, order cancellation will no longer be available and you will need to follow our regular return procedure after receiving your goods.

Contact Information

If you have any questions regarding this Return and Refund Policy, return progress or refund status, please reach out to our customer service team at info@shoprhinestonesandroses.shop. Visit our official website https://shoprhinestonesandroses.shop for further shopping information.

This policy is effective and applies to all orders placed on https://shoprhinestonesandroses.shop. We reserve the right to update this policy, and revisions will take effect once published on our website.