Returns & Refunds

We do not currently accept routine change-of-mind returns. If an item is damaged in transit, materially misdescribed, or an incorrect item is sent, contact us promptly so we can verify the problem and arrange an appropriate remedy.

We can review claims involving transit damage, an incorrect item, a material defect, or a product that is materially different from its description. Keep the item and all packaging while the claim is being reviewed.

Normal wood-grain variation, minor handmade variation, and color differences caused by lighting or screens are not automatically defects when the product materially matches its description.

Natural wood grain, small handmade variation, and reasonable color differences caused by lighting or screens are not automatically defects when the product materially matches its description. These differences do not prevent support for genuine damage, an incorrect item, or a material misdescription.

Contact us promptly at [email protected] with the order number and clear photographs of the item, packaging, shipping label, and damage or discrepancy. Keep the packaging until we finish reviewing the claim.

If we confirm that the item was damaged in transit, incorrect, or materially misdescribed, CarvZen will provide a replacement or refund as appropriate. A physical return is not normally required unless we first provide a workable, trackable return method.

Do not send an item to the address on the parcel or to any other address without written instructions from CarvZen. International return service to China is often unavailable or impractical.

If we specifically request a physical return, we will first provide the approved address and instructions, including who is responsible for the agreed shipping cost.

After the issue and supporting evidence are verified, an approved refund is sent to the original payment method. The payment provider or bank controls how long the credit takes to appear after issuance.

For an approved replacement, we will confirm the replacement arrangement and provide tracking when the new parcel is dispatched.

Contact us as soon as possible if you need to cancel. We will try to stop the order before the item is collected, packed, or handed to the carrier, but cancellation may not be possible once fulfilment has begun.

Contact us before refusing a parcel. Where permitted by law, actual return, storage, customs, or reshipping costs caused by refusal, an incorrect address, or failure to collect may be deducted from a refund unless the refusal was due to our error or a valid product problem.

Email [email protected] with:

• order number;
• reason for the request;
• photographs when the item is damaged, incorrect, or materially different; and
• preferred resolution.

Do not ship a return to an address shown on the parcel without contacting us first; the operational return location may be different.