Return and Refund Policy
✦ The Way of Returns · Peaceful Heart ✦
Refund & Exchange Policy
Every vessel from Mystery Tao is crafted in stillness, carrying the essence of nature and the Dao. We know that selecting a meaningful object online is not always easy — therefore we offer a 30-day return window, giving you ample time to connect with your piece and confirm your bond.
✦ 30‑day worry‑free returns — Within 30 days of receiving your item, if it remains in original, unused condition, you may request a return or exchange (proof of purchase required). Normal wear and tear is not covered.
✦ Shipping fees — For non‑quality returns, the return shipping cost is borne by the buyer. Original shipping fees and additional services (e.g., gift wrapping) are non‑refundable. If the return is due to our error (wrong item, defect), we will cover the return shipping.
1. Return Conditions
To preserve the vessel’s original spirit and energy, returns must meet the following conditions:
- The item is unworn, unaltered, and in its original state;
- All original packaging (pouch, gift box, information card, etc.) is intact;
- A valid proof of purchase (order number or receipt) is provided.
✦ Sale items & free gifts are non‑returnable — Discounted items clearly marked as final sale, as well as free gifts from promotions, cannot be returned or exchanged.
✦ Non‑returnable categories: Gift cards, custom/personalized items, and incense products (agarwood, incense sticks, cones, soap, etc.) cannot be returned once opened or used.
2. Quality Issue · One‑Year Care
If you discover a manufacturing defect or shipping damage upon arrival, please contact us within 7 days of receiving the item, providing clear photos or videos. We will arrange a replacement or full refund.
✦ One‑year quality assurance — If within one year of purchase a non‑human‑caused material defect appears, contact us with your proof of purchase. You will receive a 50% off discount code to re‑invite the same item. This offer applies to the identical vessel only and is non‑transferable or redeemable for cash.
✦ Defect definition — Limited to structural flaws, natural material cracks (not caused by use), or damage visible right out of the box. Normal surface wear, cord fraying, or damage due to improper use is not covered.
3. Exchanges
If the vessel has a manufacturing defect or we sent the wrong item, we will gladly exchange it for the same piece. To request an exchange, email us with your order number and a description/photo of the issue.
Important: An order that has already been exchanged cannot be refunded again.
4. Refund Process
Once we receive and inspect your returned vessel, we will email you the approval status.
- If approved, the refund will be issued to your original payment method within 7 business days.
- Original shipping fees and additional service charges are non‑refundable.
- If you used a return label provided by us (only for our error), the shipping cost will be deducted from your refund.
5. Gift Orders
If the order was marked as “Gift” at the time of purchase and shipped directly to the recipient:
- Once the return is approved, we will issue a store credit (gift value) sent to the recipient’s email address.
- If the order was not marked as “Gift”, the refund will go to the original purchaser’s payment method.
6. More than 30 days and still no refund?
If you have followed the above steps and still have not received your refund:
- First check your bank or payment account statement;
- Contact your credit card company or payment provider — they may need additional processing time;
- If none of the above resolves the issue, please reach out to us using the contact information below.
7. Returning on Your Own
If you need to return an item by yourself, please use a trackable shipping service (with a tracking number) and keep the shipping receipt. Mystery Tao is not responsible for lost packages sent via non‑trackable methods.
Return address: Please request our return address by email — do not send items to the address on the shipping label, as this will cause delays.
8. Contact Us
For any questions regarding returns or exchanges, or if you need our assistance, please reach out through one of the following channels:
- 📧 Email: support@mysterytao.com
- 💬 Live Chat: Bottom right corner of our website
- 📘 Facebook: @MysteryTao
Our ultimate wish is that your encounter with each vessel is free of worry. If anything remains unclear, please write to us — we will answer with a sincere heart.
· still heart, silent way ·