Refund policy

Refund & Return Policy

Our "Perfectly Imperfect" Promise

We want you to be completely in love with your new treasure. Each piece in our collection is a one-of-a-kind vintage item and carries its own unique history. We take great care to describe its character and condition in detail, and we kindly ask you to read the description and examine the photos carefully before purchasing.

 

Our Commitment to You

If for any reason you are not satisfied with your order, please contact us at thecharacterarc996@gmail.com within 7 days of receiving your item. Please include your order number and a brief description of the issue.

Our goal is to find a fair and happy solution for you. We handle every case individually, with the utmost care and understanding. To start a resolution process, please contact us first. Please do not send items back to us without prior communication, as they will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged in transit, or if you receive the wrong item. Providing photos of the issue will help us resolve it for you as quickly as possible.

 

Exceptions / Non-Returnable Items

Please note that items marked as "Sale", "As-Is", or belonging to our "Wabi-Sabi" collection are considered final sale and cannot be returned or refunded. Gift cards are also non-returnable.

 

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel your order within 14 days of receipt, for any reason and without a justification. To exercise this right, you must contact us at thecharacterarc996@gmail.com within this 14-day period.

Please note that while you have the right to a full refund, as per EU law, the cost of returning the item to our studio in China will be your responsibility. Given the high cost of international shipping, we strongly encourage you to contact us first to explore more practical and mutually beneficial solutions.

 

Refunds

If a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your refund, please contact us.