Returns & Exchanges

Beijing Xiuzhentang Return and Exchange Rules

Version Date: September 5, 2026

Effective Date: Effective from the date of publication

Dear Customers:

Thank you for choosing Beijing Xiuzhentang. To enable you to enjoy the beauty of art with peace of mind and in full, we have specially formulated these Return and Exchange Rules, striving for clarity, fairness, and justice. Please take a few minutes to read them carefully so that relevant procedures can be handled smoothly when needed.

General Provisions

Article 1 Scope of Application

  1. The various return and exchange services described in these Rules (including 7-day no-reason return and exchange, long-term return, and quality defect return and exchange) apply only to non-custom artworks produced by Beijing Xiuzhentang.
  2. Custom artworks (including customization according to samples provided, specified styles, exclusive personal customization, etc.) shall be governed by Article 15 (Special Provisions on Pre-delivery Inspection) and shall not be subject to other return and exchange clauses.
  3. Responsibility for shipping costs and insurance:

– The shipping costs and transportation insurance costs for goods shipped by the company shall be borne by the company.

– For returns and exchanges caused by quality defects, the shipping costs and transportation insurance costs incurred by the customer in sending the goods back to the company shall be borne by the company.

– For returns and exchanges not caused by quality defects, the shipping costs and transportation insurance costs incurred by the customer in sending the embroidered works back to the company shall be borne by the customer.

Article 2 Definitions

– 7-day no-reason return and exchange: refers to the right of the customer to return or exchange without giving reasons within 7 natural days after signing for receipt of the goods.

– Long-term return: refers to the right of eligible high-priced artworks to be returned at the original purchase price after 5 years from full payment.

– Quality defect: refers to defects existing at the time of delivery that originate from the production process.

Chapter 1 Types of Return and Exchange

Article 3 Three Modes

  1. 7-day no-reason return and exchange: applicable within 7 natural days after signing for receipt (see Chapter 2 for details).
  2. Long-term return: artworks priced at RMB 60,000 or above and marked “Long-term Returnable” (see Chapter 3 for details).
  3. Quality defect return and exchange: artworks with inherent quality defects from the factory, applicable within 3 months after signing for receipt (see Chapter 5 for details).

Article 4 Integrity Reminder for 7-Day No-Reason Return and Exchange

To safeguard fair opportunities for all collectors and prevent malicious conduct, individual and corporate customers are hereby reminded: for bulk orders (4 or more pieces in a single transaction) or purchases totaling 4 or more pieces in a year, short-term returns (for reasons other than quality defects) should be based on the principle of integrity. Deliberate or abusive exercise of the right of return may cross legal boundaries, and the company will handle such matters in accordance with the law.

Chapter 2 7-Day No-Reason Return and Exchange

Article 5 Limit on Number of Exchanges

Each embroidered work may be exchanged without reason only once; exchanges due to quality defects are not subject to this limit.

Chapter 3 Long-Term Return

Article 6 Embroidered Works Priced at RMB 60,000 or Above and Marked “Long-term Returnable”

  1. Eligibility and time limit:

– An application may be submitted within 6 months after the completion of 5 full years from the date of full payment (i.e., from the 5th year to the 5th year plus 6 months). Applications after the deadline will no longer be accepted.

– At the time of application, the physical artwork must be returned together with all original documents (including appraisal certificate, product manual, original purchase invoice, etc.).

– The right of long-term return is attached to the physical artwork and the original purchase documents and is transferred to subsequent holders upon resale. Changes in ownership during the holding period do not affect the eligibility for return.

  1. Condition of the artwork:

– The embroidery surface must remain intact (except for natural aging), and the certificate and invoice must not be seriously damaged.

  1. Return process:

– The refund may be transferred to the applicant’s personal bank account or, upon written authorization, to a designated third-party account. The company shall not be liable for losses caused by incorrect information of the designated receiving account.

– There is no limit on the number of pieces or the number of applications; eligible applications shall be processed upon submission.

Chapter 5 Quality Defect Return and Exchange

Article 7 Classification of Defects and Time Limits for Submission

  1. Obvious quality defects (such as damage to the embroidery surface, stains, serious cracking of the frame, etc.): the customer must raise them within 7 days after signing for receipt. Those raised after the deadline will no longer be accepted.
  2. Hidden quality defects (such as internal thread breakage, backing detachment, etc.): the customer may raise them within 3 months after signing for receipt. If the deadline is exceeded and it cannot be proven that the defect existed before delivery, the application will not be accepted.

Article 8 Important Notice

Normal color differences and slight stitch differences inherent in handmade embroidery cores, as well as reasonable tolerances and color differences in the flatness and gaps of frame backboards and cardboard, shall not be regarded as quality defects. Thank you for your understanding.

Chapter 6 General Process for Return and Exchange

Article 9 Standard Process

All returns and exchanges must be handled according to the following steps:

  1. Submit an application through the “Service Station” entry or “Contact Us” on the official website, or through the return/exchange option in the “My Account” section of the WeChat official account. For returns, check the purchased item to be returned, then submit the application; for exchanges, also check the item to be exchanged, then click to submit the application.
  2. After confirmation by both parties, send the physical embroidered work, all accessories (certificate, manual, invoice), and gifts (if any) to:

Yiran Embroidery Research Institute, No. 72 Tongda Road, Baoying County, Jiangsu Province

(Customer service hotline will be provided separately)

  1. Within 3 working days after receiving the returned item, the company shall complete inspection and verification and notify the customer of the result via WeChat, email, or SMS, including the total refund amount.
  2. The refund amount shall be the actual amount paid at the time of purchase, excluding shipping costs, tariffs, and other additional service fees.
  3. After both parties confirm the refund amount, the full amount shall be remitted within 7 working days to the customer’s original payment account or a written designated third-party account.
  4. Any dispute shall first be resolved through friendly negotiation; if negotiation fails, it shall be handled in accordance with Article 15.
  5. Exchange requests: if in stock, the goods shall be shipped within 7 days after verification; if out of stock, priority arrangements shall be made according to the production schedule.

Chapter 7 Impact of Inspection and Signing for Receipt on Return and Exchange

Article 10 On-site Inspection at the Time of Signing for Receipt

The customer should inspect the goods face-to-face at the time of logistics delivery. If any problems are found, such as damaged outer packaging, punctures, tears, friction, stains on the embroidery surface, or cracking of the frame, be sure to take photos as evidence and refuse receipt on the spot or contact customer service within 7 days after signing for receipt and provide photos. Claims for appearance damage raised after the deadline can no longer be accepted.

– Transportation damage occurring before the customer signs for receipt shall be recovered by the company from the carrier.

– After the customer signs the receipt, the transportation risk transfers to the customer, which is deemed as the customer’s full confirmation of the appearance, quantity, and packaging integrity of the artwork.

Chapter 8 Circumstances Under Which Return and Exchange May Be Rejected

Article 11 Circumstances Not Accepted

In addition to custom works, in any of the following circumstances, the return or exchange application may not be accepted:

  1. Transportation damage when the returned or exchanged item is sent back to the company: all losses shall be borne by the customer. The company will retain photos of the damage. The customer must choose to retrieve the item at their own expense within 7 days or authorize the company to dispose of it. If no clear choice is made after 7 days, a storage fee of RMB 1 per day shall be charged; if there is still no response after 60 days, the company has the right to dispose of it on its own, and all losses shall be borne by the customer. The company will try to take reasonable measures to mitigate the customer’s losses.
  2. Irreparable damage to the embroidered work not caused by the company: the application shall be rejected, and the customer shall retrieve the goods at their own expense.
  3. Company gifts, i.e., embroidered works not formally sold.
  4. Exchanges that have already been completed once (exchanges due to quality defects are not subject to this limit).
  5. Incomplete documents (such as a lost invoice): if other valid proof of purchase can be provided (such as bank transfer records, etc.), the company will handle it as appropriate; if valid proof cannot be provided, the application shall be rejected, and the customer shall retrieve the goods at their own expense.
  6. Counterfeit goods not produced by the company: they shall be detained in accordance with the law as evidence, and the company reserves the right to pursue legal liability and report to the authorities.

All rejection decisions shall be made in writing, stating the reasons and the clauses on which they are based.

Chapter 9 Special Provisions on Pre-delivery Inspection

Article 12 Recommended Inspection Circumstances

For the following three types of orders, pre-delivery inspection is strongly recommended (via remote video or on-site inspection at the factory):

– Custom artworks;

– Bulk purchases of 4 or more pieces in a single order;

– A single order with a total price of RMB 60,000 or above.

During inspection, the customer should carefully check the details of the artwork, such as pattern, quality, and dimensions. After confirmation by both parties, the customer shall sign the Pre-delivery Inspection Confirmation.

Article 13 Special Provisions

Signing the Pre-delivery Inspection Confirmation indicates that the customer fully accepts the pattern, quality, dimensions, and intact condition of the artwork, and thereafter no return or exchange application (including quality defect return and exchange) will be accepted for that order.

Chapter 10 Supplementary Provisions

Article 14 Transportation Risk Notice

Logistics transportation involves uncontrollable risks. Customers are advised to purchase transportation insurance when sending goods back to the company or when the company sends goods back. In the event of damage, the company can assist the customer in claiming compensation from the express delivery company.

Article 15 Interpretation and Amendment

The company reserves the right to interpret and amend these Rules. The amended content will be simultaneously published on the official website and WeChat official account and shall take effect from the date of publication.

Article 16 Dispute Resolution

Disputes arising from return and exchange shall first be resolved through friendly negotiation; if negotiation fails, either party may file a lawsuit with the people’s court having jurisdiction at the company’s registered address.

Supplementary Provisions

These Rules shall take effect from the date of publication, and the final right of interpretation belongs to Beijing Xiuzhentang Culture and Art Co., Ltd.