退货、退款与换货政策
一、可申请退换货、补发、退款的情形
二、不属于商品质量问题、不支持无理由退换的情形
三、个性化人文定制商品售后规则
四、售后申请期限与联系方式
五、售后申请所需资料
八、退款方式与到账时效
適用於東南亞地區消費者之飾品、吊墜、擺件及個人化人文定製工藝商品
適用店鋪：【道器良品】
經營主體：【公司法定名稱】
最後更新：2026年8月13日
政策原則：非品質問題原則上不退換；本政策不排除、不限制消費者依法享有之強制性法定權利。
重要說明：本店銷售覆蓋馬來西亞、新加坡、印尼、泰國、菲律賓、越南等東南亞國家及地區。本店商品多為手工工藝、天然材質、個人化人文定製作品，因個人審美、主觀感受、心理預期等非客觀品質問題，原則上不接受退換貨。僅限商品存在品質瑕疵、運輸破損、缺件、錯發等客觀問題可申請售後。本政策以收貨地適用之消費者保護強制法規為準。
商品有下列客觀品質問題，可申請維修、補件、換貨、部分或全額退款：
1. 商品交付時已破損、斷裂、結構損壞，無法正常使用；
2. 實品與訂單確認之款式、規格、尺寸、數量明顯不符；
3. 缺少頁面標示之標配配件與主體部件；
4. 收到非本人訂購之商品；
5. 存在嚴重工藝缺陷，影響正常使用與外觀完整性。
本店依問題屬性、庫存及當地法規提供對應售後服務。品質問題產生之合理運費由本店承擔。跨境訂單若退回運費過高，雙方可協議採用退款不退貨、折價退款或免費補發方案。
以下屬天然材質、手工工藝特性或人為使用問題，不屬瑕疵，原則上不退換：
1. 個人改變心意、誤購、審美偏好不符；
2. 買家自行選錯尺寸、配色、款式、篆刻內容；
3. 螢幕與現場燈光造成之輕微色差；
4. 手工雕刻、打磨產生之細微紋理差異與合理尺寸公差；
5. 玉石、礦石、木材、金屬等天然材質固有紋路、礦點與色澤變化；
6. 外包裝輕微擠壓，本體完好無損；
7. 佩戴、收納、碰撞、受潮、化學接觸、改裝造成之人為損傷；
8. 正常使用造成之自然氧化、磨損、褪色老化；
9. 基於個人文化感受、主觀預期提出之退款需求。
手工與天然材質存在合理個體差異，皆屬正常工藝特性。
專屬定製商品一旦啟動雕刻、精工製作、人文工藝整理等專屬工序，因產生專屬成本且無法二次銷售，非品質問題不得取消、退換、退款：
• 客製尺寸、配色、款式與組合；
• 篆刻專屬姓名、文字、符號、日期之作品；
• 依買家需求單獨選材、單獨製作之工藝品；
• 完成人文美學整理、個人化工藝處理之定製商品；
• 具唯一性、不可二次販售之專屬作品。
定製商品若有客觀品質瑕疵、運輸破損、資訊不符、錯發漏發，本店仍提供完整售後。買家需於下單前確認所有定製資訊，人為填寫錯誤不屬品質問題。
送達後 14 個自然日內可申請售後，當地法律規定更長時效者從其規定。
客服郵箱、WhatsApp、諮詢頁面以網站公示為準。客服提供中英雙語服務。
訂單編號、收件資訊、收貨地區、問題說明、整體照片、瑕疵特寫、外箱面單、開箱影片（如有）。
資料齊全後 3 個工作日內回覆。未經客服書面許可，请勿自行寄回商品。跨境退貨地址以客服指定倉庫為準。
本店責任之品質問題由本店負擔合理運費；人為問題與無理由退換由買家負擔運費。高額跨境運費可協商替代方案。
退款原路退回，審核通過後 5 日內提交，實際到帳依支付機構清算時程為準。
未啟動定製與製作可協助取消；已進入製作流程無法取消。
跨境關稅與清關費用除本店承諾外由買家承擔。買家原因導致退運、沒收不屬品質問題。
本店所有文化文案、紋樣釋義僅為傳統民俗美學與古工藝文化介紹，屬人文藝術寄寓，不構成任何效果、運勢、結果之保證。主觀心理預期不符不屬品質問題。
本政策遵守東南亞各國消費者保護法，條款與強制法規衝突時以當地法律為準。
店鋪、主體、聯繫方式、營業地址以網站公示為準，退貨地址請諮詢客服。
Applicable to handcrafted jewelry, pendants, ornaments and personalized cultural artworks sold to Southeast Asian consumers
Store: 【Dao Qi Liang Pin】
Operating Entity: 【Legal Company Name】
Last Updated: August 13, 2026
Policy Principle: Returns and exchanges are not accepted for non-quality-related issues. This policy does not override or restrict consumers’ statutory mandatory rights under local laws.
Important Notice: Our products are handmade, natural-material and personalized cultural art pieces. Returns based on personal preference, aesthetic opinion, or subjective expectation are generally not accepted. After-sales service is only applicable to objective quality defects, transit damage, missing parts, or incorrect shipments. All cultural descriptions on product pages serve only as traditional folk art and aesthetic introduction, expressing cultural and artistic appreciation without implying any functional or superstitious effect.
1. Eligible Returns, Exchanges & Refunds
Customers may apply for repair, replacement, reshipment, partial or full refund if:
- The item is broken, cracked, structurally damaged and unusable upon delivery;
- The item significantly differs from the ordered style, size, specification or quantity;
- Standard accessories or core components are missing;
- Incorrect item is delivered;
- Severe manufacturing defects affect normal usage and appearance.
We will provide corresponding solutions based on the issue type, stock status and local laws. Reasonable return shipping fees for quality defects are borne by our store. For cross-border orders with extremely high return freight, we may offer refund-without-return, partial refund or free reshipment as alternative solutions.
2. Non-Quality Situations (No Unreasonable Returns)
The following situations are inherent characteristics of handmade crafts and natural materials, or caused by human use, and do not qualify as product defects:
- Change of mind, mistaken purchase or personal aesthetic preference;
- Wrong size, color, style or custom content selected by the buyer;
- Minor color difference caused by screen display or lighting;
- Reasonable texture, color and dimensional variations from manual carving and polishing;
- Natural grain, mineral spots and color variations in jade, stone, wood and metal materials;
- Slight packaging extrusion with intact product body;
- Damage from improper wearing, storage, collision, moisture, chemical exposure or unauthorized modification;
- Natural oxidation, wear and fading from daily use;
- Subjective dissatisfaction with cultural implication or personal expectation.
Slight differences between batches are normal features of handcrafted and natural products.
3. Personalized Custom Artwork After-Sales Rules
Once personalized engraving, custom sizing, exclusive crafting and aesthetic refinement begin, customized items incur exclusive labor and material costs and cannot be resold. Cancellation, return or refund for non-quality reasons is not acceptable for:
- Size, color, style and combination customized items;
- Items engraved with personalized names, texts, symbols and dates;
- Exclusive handmade pieces crafted per individual buyer requirements;
- Items completed with exclusive cultural aesthetic finishing;
- Unique one-of-a-kind custom artwork not resellable.
Custom items with objective quality defects, transit damage, incorrect customization or wrong shipment are fully covered by our after-sales policy. Buyers must verify all custom information before payment; errors caused by buyer input are not quality issues.
4. Claim Period & Contact Information
Customers may submit after-sales requests within 14 calendar days after delivery, or longer if required by local consumer law.
Support channels: Email, WhatsApp, Order Inquiry Page (as listed on website). Bilingual CN/EN support available.
Order number, recipient information, delivery country/region, issue description, full item photos, defect close-ups, packaging & shipping label photos, unboxing video (if available).
We respond within 3 business days after receiving complete evidence. Do not return items without written confirmation from customer service. Cross-border return addresses will be provided officially.
Quality-related return shipping costs are borne by our store. Human-caused damage and unreasonable returns are borne by the buyer. Alternative solutions apply for high-cost cross-border returns.
Refunds are returned via the original payment channel. Refund submission within 5 working days after approval; final arrival depends on financial institution processing (5–15 working days generally).
Orders may be cancelled only before production and customization starts. Orders in progress cannot be cancelled.
Import duties and customs fees are borne by the buyer unless otherwise stated. Failed delivery caused by buyer error, refusal or non-payment of duties is not a quality issue.
All cultural pattern descriptions and artistic introductions on our website serve aesthetic and folk cultural appreciation purposes only. They express traditional artistic and humanistic values and do not constitute any guarantee of personal fortune, health, life outcome or supernatural effect. Subjective expectation mismatch does not qualify as a quality defect.
This policy complies with consumer protection laws of Malaysia, Singapore, Indonesia, Thailand, the Philippines, Vietnam and other Southeast Asian regions. Any clause conflicting with local mandatory laws shall be superseded by local law.
Store name, legal entity, registration number, support contacts and business address are displayed officially on the website. Return address is available upon customer service request.