1. Eligibility for Return or Refund

You may apply for a return or refund for an eligible product within 14 days from the date of delivery. This general 14-day policy applies to eligible jewelry and other non-Liuli items.

• Product Condition: The returned item must be new, unused, unworn, unaltered, and undamaged.
• Original Packaging: The item must be returned with its original packaging, certificates, accessories, gifts, and other included components.
• Non-Defective Returns: Eligible jewelry may be returned for change of mind, personal preference, or buyer selection error within 14 days of delivery, provided all return conditions are met.
• Quality Issues: The item arrived damaged, broken, or with a significant verified material or functional defect.
• Incorrect Item: The item received is materially different from the item ordered, including an incorrect product, material, size, or style.
• Lost Package: The shipping carrier or logistics provider has officially confirmed that the package was lost in transit.

Significant Delivery Delay

If tracking shows no meaningful movement and delivery exceeds the estimated timeframe by more than 15 days, please contact us. We will investigate the shipment with the carrier and provide an appropriate resolution based on the confirmed shipping status.

2. Non-Refundable Cases

To protect product condition and account for the handmade or made-to-order nature of certain items, the following cases are not eligible for return or refund:

• Customized Jewelry: Items featuring personalized engraving, bespoke design, or sizing requested outside the standard size options displayed on the product page.
• Made-to-Order Liuli Objects: Liuli glass objects are final sale after order confirmation, except for verified transit damage, a confirmed product defect, or an incorrect item received.
• Used or Altered Items: Products showing wear, use, stains, scratches, damage, alteration, repair, or other customer-caused changes.
• Missing Components: Returns missing original packaging, certificates, included accessories, gifts, or other original components.
• Late Return Requests: Eligible return or refund requests submitted more than 14 days after delivery.
• Unauthorized Returns: Items returned without first contacting our Support Team and receiving return instructions.
• Improper Use: Damage caused by misuse, accidental impact, water exposure, charging misuse, improper storage, unauthorized repair, or failure to follow product care instructions.

3. Handmade Liuli Objects — Made to Order

All 9PURPLE Liuli glass objects are handmade to order. We do not hold ready stock for these pieces. After an order is confirmed, the object enters the making, inspection, and preparation process.

Each Liuli object is individually shaped through lampworking techniques using borosilicate glass. No two handmade pieces are exactly identical. Slight differences in color balance, petal shape, curvature, layering, translucency, inner bubbles, glass texture, glow, and handmade marks are part of the natural character of the object and are not considered defects.

Eligible Support Cases for Liuli Objects

We provide replacement, reshipment, or another appropriate resolution in the following verified cases:

• Transit Damage: The object arrives broken or visibly damaged due to shipping.
• Confirmed Product Defect: The object has a verified functional or material defect that is not part of its normal handmade character.
• Incorrect Item Received: The item received is not the Liuli object ordered.

How to Report a Damaged, Defective, or Incorrect Liuli Item

Please contact us as soon as possible, preferably within 72 hours of delivery, so that we can document the issue with the carrier and review your request promptly.

Email [email protected] and include:

• Your order number.
• Clear photos or videos showing the damaged, defective, or incorrect item.
• Photos of the outer shipping box.
• Photos of the inner protective packaging.
• A clear photo of the shipping label.

Please keep the item and all packaging materials until the issue has been reviewed. Once the damage, defect, or shipping error is verified, we will arrange a replacement, reshipment, or another appropriate resolution. A refund may be issued where replacement or reshipment is not reasonably available.

Liuli Returns, Refunds, and Exchanges Are Not Accepted For

• Change of mind.
• Order regret after the order has been confirmed.
• Normal handmade variation.
• Slight color differences caused by lighting, displays, photography, or handmade glass variation.
• Natural glass bubbles, texture, or handcrafted marks.
• Minor variations in petal curve, shape, size, placement, or layering.
• Personal aesthetic preference.
• Placement, styling, or room-decor mismatch.
• Accidental damage after delivery.
• Damage caused by improper handling, water exposure, charging misuse, impact, or other misuse after delivery.

4. Return Process

5. Exchanges

We accept exchange requests for eligible jewelry and other eligible non-Liuli items within 14 days from the date of delivery.

The item must be new, unused, unworn, unaltered, undamaged, and returned in its original packaging with all included components.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer an alternative item or an eligible refund.

6. Fees, Return Shipping, and Duties

• Return Method: Approved returns are accepted by mail only.
• Return Authorization: Customers must contact 9PURPLE and receive return instructions before sending an item.
• Non-Defective Returns: Customers are responsible for return shipping costs and for selecting a trackable shipping service.
• Verified Defects or Incorrect Items: Where a physical return is required, 9PURPLE will provide return instructions and cover reasonable return shipping costs.
• Liuli Transit Damage: For verified transit damage, we will normally arrange replacement or reshipment without requiring the customer to return broken glass, unless otherwise instructed.
• Original Shipping Charges: Original outbound shipping charges are non-refundable for non-defective returns. If a return results from a verified product defect or an incorrect item received, the applicable original shipping charge will be included in the approved refund.
• Customs Duties and Import Taxes: Customs duties, import taxes, brokerage fees, and other charges collected by local authorities or carriers are not controlled by 9PURPLE and are not refundable by us.
• Restocking Fee: No restocking fee is charged for approved eligible returns.

7. Natural and Handcrafted Variations

Natural materials and handmade processes produce genuine variations between individual pieces.

• Natural Stones: Minor differences in color, pattern, translucency, texture, and natural inclusions are expected and are not considered defects.
• Handcrafted Jewelry: Small differences in polishing, surface texture, bead alignment, or finishing may occur as part of the handcrafted process.
• Liuli Glass Objects: Differences in glass color, petal shape, curve, layering, translucency, bubbles, texture, and glow are part of the handmade character and are not considered defects.
• Product Photography: Product colors may appear slightly different because of lighting, photography, screen calibration, and the natural variation of glass or stone.

8. Important Return Notes

• Please do not return an item before receiving written return instructions from 9PURPLE.
• Customers are responsible for securely packaging eligible return items.
• We recommend using a trackable shipping method for all customer-arranged returns.
• 9PURPLE is not responsible for an unauthorized return or for a return package lost or damaged while being sent back by the customer.
• Approval of a return request does not guarantee a refund if the returned item fails inspection or does not meet the conditions stated in this policy.

Personalized Digital Readings — 9Purple Insight

9Purple Insight Focused Readings and Complete Insight Dossiers are personalized digital services generated from the birth information submitted with the order. No physical product is shipped for these readings.

Please contact [email protected] if any of the following occurs:

• Non-delivery: the paid report is not generated or cannot be accessed because of a technical failure and we are unable to restore delivery within a reasonable time.
• Duplicate charge: you are charged more than once for the same intended purchase.
• Material service error: the system generates the wrong reading type, uses materially different birth inputs from those submitted, or produces a corrupted or incomplete report because of a verified technical fault.
• Other rights required by law: a refund, cancellation, or other remedy is required under the consumer-protection law applicable to your purchase.

Where a verified service error can reasonably be corrected, we may first regenerate or restore the report at no additional charge. If correction is not reasonably possible, we may issue an appropriate refund to the original payment method.

If you entered incorrect birth information yourself, please contact us as soon as possible. Before generation completes, we will try to correct the order where practical. After a personalized report has already been generated from the information you supplied, an input correction does not automatically create a right to refund; we may offer regeneration or another resolution at our discretion, subject to applicable law.

Because 9Purple Insight is digital, physical-product return shipping, exchange, restocking, and delivery-damage rules elsewhere in this policy do not apply to the reading itself.