StoneWhoDream Co. Return Policy

Thank you for purchasing our products! Our products are made in collaboration with on-demand supply companies. We are committed to providing high-quality products and services. If you encounter the following issues after receiving the goods, we will take responsibility and offer return or exchange services.

1. Return Conditions

We will provide return or exchange services if you receive products with the following conditions:
1. Items that do not match the order (including product specifications, styles, colors, quantities, etc.).
2. Items with defects or damage (including printing errors, defects, damage during shipping, etc.).
3. Items that do not match the description on the product page (including size, product use, product functionality, etc.).

Please check the condition of the goods within 24 hours of receipt. If you find any of the above issues, please notify us within 14 days of receiving the goods. We recommend recording the unboxing process as this will help resolve potential disputes. We will cover all costs resulting from our errors.

2. Transactions Within Taiwan

Since all our products are made on a "made-to-order" basis and we do not keep inventory, according to the "Guidelines for Exceptions to the Right of Withdrawal in Communications Transactions" announced by the Executive Yuan, Article 2-2, customized products made at the consumer's request do not apply to the seven-day cooling-off period stipulated in Article 19 of the Consumer Protection Act. Therefore, we do not offer "7-day unconditional returns."

After you place an order, we will custom-make the items according to your specified choices of product, color, and size. **Please confirm your requirements before placing an order.**

3. EU Consumers

According to Article 16(c) and (e) of Directive 2011/83/EU passed by the European Parliament and Council on October 25, 2011, the right of withdrawal does not apply to the following situations:
1. Goods made to the consumer's specifications.
2. Sealed goods that have been unsealed after delivery, which are not suitable for return for health protection or hygiene reasons.

Therefore, except for product issues caused by our errors, we reserve the right to refuse returns.

4. Return and Exchange Process

To return or exchange an item, please follow these steps:
1. Contact our customer service team (stonewhodream@gmail.com) and explain the reason for the return or exchange.
2. We will provide the return address and return authorization code.
3. Please return the item in its original packaging along with the return authorization code.
4. Once we receive the returned item, we will inspect it.
5. After verification, we will process the refund or send the replacement item within 7 business days.

5. Refund Policy

Refunds will be returned via the original payment method. If you paid by credit card, the refund may take 3-5 business days to appear in your account.

6. Non-Returnable Conditions

We will not accept returns or exchanges under the following conditions:
1. Used or damaged items (not including damage caused during shipping).
2. Return requests made after the 14-day period.
3. Situations where purchase proof cannot be provided.

7. Dispute Resolution

In case of any disputes during the return or exchange process, we commit to resolving them through friendly negotiation. If an agreement cannot be reached, we agree to mediation by a third-party mediation organization.

8. Policy Updates

We reserve the right to update this policy at any time. Any changes will be posted on this page without further notice. We recommend that you regularly review this policy for any changes.

If you have any questions or need further information, please feel free to contact our customer service. We are here to assist you.

Thank you for your understanding and support!