At Kailash Essence, we value intention, craftsmanship, and your experience with our products. If you are not fully satisfied with your purchase, we offer the following return and warranty policy.
7-Day Return Policy
You may request a return within 7 days of receiving your order, for any reason.
Return conditions:
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Items must be unused, in their original condition, and in original packaging
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Customers are responsible for return shipping costs
For non-quality-related returns requested after 7 days, customers will be responsible for:
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Return shipping costs
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Original outbound shipping costs
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A 25% restocking fee
One-of-a-Kind & Antique Collection (Final Sale)
Each piece in our One-of-a-Kind / Antique Collection (including, but not limited to, meteorites, crystals, other natural specimens, and all customized or personalized items) is truly unique and cannot be replicated. Time has already shaped its form—our role is to preserve, not to perfect.
For this reason, all One-of-a-Kind and Antique items are final sale and not eligible for return or refund.
We encourage thoughtful selection. If you need guidance before purchasing, our team will be happy to assist you.
Thank you for honoring the spirit of creations that exist only once.
30-Day Warranty (Quality Issues)
If your item develops a verified quality issue within 30 days of receipt, please contact us.
We will offer:
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A free repair, or
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A replacement, if repair is not possible
For approved quality-related cases, Kailash Essence will cover repair and reshipment costs.
Important: For crystal stones and other fragile items, please ensure you record a video right from the start of the unboxing process. Make sure to clearly show the shipping label as well. The video is a must for after-sales service and will help us assist you more efficiently in case of any issues.
After 30 Days
For issues reported after 30 days, including normal wear, usage, or accidental damage:
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Refunds are not provided
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We offer paid repair services when possible
Customers will be responsible for:
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Two-way shipping costs
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Repair fees (if applicable), depending on the extent of damage
How to Request a Return or Repair
To initiate a return or warranty request, please contact us at:
Email: support@kailashessence.com
Please include:
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Your order number
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Clear photos of the item
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A brief description of the issue
Once approved, we will provide the return address and next steps.
Customer Support
Email: support@kailashessence.com
Service Hours:
Monday – Friday
10:00 – 18:00 (Beijing Time, GMT+8)
We appreciate your trust in Kailash Essence. Our goal is to provide meaningful products and attentive service that honor both craftsmanship and intention.