📦 Return & Refund Policy
Thank you for choosing Hana by qng. To ensure the rights of both parties, please read the following terms carefully.
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Natural Crystal Characteristics
Natural crystals may contain inclusions such as cracks, cotton-like fibers, pits, slight color variations, and minor size differences. These are natural characteristics and are not considered defects. We recommend that you understand the uniqueness of natural crystals before purchasing. If you have extremely high expectations for perfection, please consider carefully before placing your order.
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Anti-Tamper Tag / Hanging Tag Policy
a. For hygiene and consumer protection, all bracelets come with an anti-tamper tag / hanging tag.
b. Please try on the bracelet to confirm the size and style before removing the tag.
c. Once the tag is removed, it is considered "used / worn" and the item cannot be returned or exchanged unless there is a significant quality issue.
d. If you need to return or exchange due to a quality issue, please ensure the tag remains intact. We are unable to process returns without the original tag.
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Return Policy Summary
| Situation | Return Accepted | Shipping Cost Covered By |
|---|---|---|
| Custom-made items (including Custom Order & Zodiac Crystal) | ❌ Not accepted | — |
| DIY Kits (opened or used) | ❌ Not accepted | — |
| Ready-made bracelets (change of mind, wrong size, didn't meet expectations) | ❌ Not accepted | — |
| Quality issues (severe damage, wrong item sent) | ✅ Accepted for return/exchange or refund | Hana by qng |
| Non-quality returns (only where required by law) | ✅ In accordance with local law | Customer |
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Quality Issue Process
If you receive a severely damaged, unwearable, or incorrect item, please follow these steps:
a. Contact us within 7 business days of receiving your order via Email.
b. Provide proof: Order number + issue description + clear photos or videos.
c. Review & confirmation: We will reply within 24-48 hours to confirm the return arrangement.
d. Return the item: Once confirmed, please send the item back in its original packaging to the return address we provide.
e. Refund or exchange: After we receive and inspect the return, we will process the refund or exchange within 5-10 business days.
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Return Address
To ensure a smooth return process, please contact us first to obtain the return address. Do not send the item back without our confirmation, as we cannot be responsible for lost or unverified packages.
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Non-Returnable Situations
Returns or refunds will not be accepted in the following situations:
❌ Contact made more than 7 business days after delivery
❌ Damage, modification, or missing parts caused by the customer
❌ Natural characteristics of crystals (cracks, cotton-like fibers, pits, color variations, etc.)
❌ Items that have been worn, used, or washed (non-quality issues)
❌ Items with the anti-tamper tag removed (except for quality issues)
❌ Custom-made items and DIY Kits (opened or used)
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Cross-Border Return Notice
a. We accept orders from around the world. If your country or region has laws that provide for consumer protection rights that differ from this policy, we will comply with the mandatory requirements of your local laws.
b. Cross-border return shipping costs are high. Please confirm the item meets your needs before ordering. Return shipping for non-quality issues will be borne by the customer.
c. Custom-made items are exempt from mandatory return requirements where applicable by law.
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Disclaimer
All product descriptions regarding crystal properties and meanings are based on cultural traditions and folklore. They are for reference and entertainment purposes only and are not intended to diagnose, treat, cure, or prevent any disease. Please consult a qualified healthcare professional for any medical concerns.
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Contact Us
If you have any questions about returns, please reach out to us:
Email: cs@hanabyqng.com
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Final Decision
Hana by qng reserves the right to the final interpretation of this Return & Refund Policy.
This policy is effective as of August 28, 2026.
—— Hana by qng 🌸