Refund policy

This Reund & Return Policy applies to purchases made through the Encai online store, operated by Walijimi (Wuxi) Trading Co., Ltd.

We want you to love every piece you receive. If something isn’t quite right, our team is here to help. Please review our refund and return guidelines below.

1. Order Cancellation

We understand that plans may change. If you need to cancel your order, please contact us as soon as possible after placing your order.

Cancellation requests can only be accepted before your order has been shipped. Once an order has been shipped, it cannot be canceled and will be handled according to our return policy.

2. Return Eligibility

We accept return requests within 14 calendar days after delivery.

To be eligible for a return, items must:

Be unused, unworn, and in original condition.
Be returned with original packaging, including gift boxes, pouches, and included accessories.
Include all original tags, cards, and materials provided with the order.
Be free from scratches, stains, wear, oxidation, or damage caused by improper handling or contact with chemicals (such as perfume, lotion, or cleaning products).

For product protection and hygiene reasons, clearance items and discounted bundle sets are not eligible for return.

3. Return Process

To request a return, please contact us through our Contact Us page or support email within the return period.

Please provide:

Order number
Customer name
Photos of the item (if applicable)

Our team will respond within 2 business days with return instructions and the designated return address.

After receiving your returned item, we will inspect it within 3 business days. Once the item meets our return requirements, your refund will be processed.

4. Return Shipping Costs

For personal preference reasons, including changing your mind, choosing the wrong size, or no longer wanting the item, customers are responsible for return shipping costs. Original shipping fees are non-refundable.

For items that arrive damaged, defective, incorrect, or incomplete due to our error, we will cover return shipping costs and provide a full refund or replacement based on your preference.

5. Refund Information

Approved refunds will be issued to your original payment method, including credit card, PayPal, or other payment providers.

Please allow 3–10 business days for your refund to appear, depending on your payment provider’s processing time.

For partial returns, the refund amount will be adjusted based on the returned items.

All refunds are processed through the original payment method. We do not offer cash refunds.

6. Natural Crystal & Gemstone Notice

Each crystal is naturally unique. Variations in color, texture, patterns, and small mineral inclusions are natural characteristics of genuine stones and are not considered defects.

Returns based solely on natural variations or slight color differences may not be accepted.

7. Return Exceptions

Returns may not be accepted if: