At JELVAXO, we aim to provide a clear, thoughtful, and reliable return experience. We want every customer to feel confident when choosing decorative objects defined by sculptural form, natural textures, and distinctive material character.

This Return & Refund Policy applies to eligible purchases made through jelvaxo.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at service@jelvaxo.com.

Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address information.

Please do not send products back without contacting us first. Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, or incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be unused or in like-new condition, free from customer-caused damage, and unaltered.

All original components and included accessories should be returned with the product, together with any product inserts, instructions, or other items supplied with the order. Original protective packaging should be included where reasonably possible.

Proof of purchase, such as an order number or order confirmation, may be required.

Because JELVAXO products may feature sculptural forms, natural stone materials, travertine surfaces, delicate contours, or distinctive decorative finishes, returned items should be packaged carefully to reduce the risk of damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of excessive use, misuse, customer-caused scratches, chips, cracks, breakage, or other damage. They should also be free from unauthorized repairs, modifications, missing accessories, and damage caused by improper cleaning, storage, handling, or use.

For sculptural objects and decorative pieces, return eligibility may depend on whether the product has been altered, damaged, or handled beyond what was reasonably necessary to inspect or evaluate it, subject to applicable law and product-specific return conditions.

Natural variations in stone, travertine, texture, grain, color, or surface markings may be inherent characteristics of certain materials and do not necessarily indicate a product defect.

Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary for inspection, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns. These may include customized or personalized products, gift cards, products clearly marked as final sale, products damaged through misuse or improper handling, products modified or repaired without authorization, and products missing significant components because of customer handling.

Other products expressly identified as non-returnable before purchase may also be excluded from preference-based returns.

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your JELVAXO order promptly after delivery.

Our collections include decorative objects that may feature abstract sculptural forms, natural stone surfaces, travertine details, irregular contours, textured finishes, or other elements requiring careful handling.

If your order arrives broken, chipped, scratched, damaged, defective, incorrect, missing accessories or components, or otherwise incomplete, please contact us as soon as reasonably possible.

To help us review the issue, please provide your order number, product name, clear photographs of the product, photographs of the inner protective packaging and outer shipping package, a photograph of the shipping label where available, and a short video if it would help demonstrate the issue.

Photographs showing the affected surface, damaged edges, structural condition, or relevant product details may be particularly helpful.

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before Return

For certain product-related concerns, our customer support team may first request reasonable checks or provide guidance to help clarify the nature of the issue.

These may include reviewing the product description, confirming the item's dimensions and material information, checking assembly or placement where applicable, and reviewing the supplied product instructions or care recommendations.

For decorative objects, we may request additional photographs or information to distinguish between a material characteristic, a surface variation, and possible damage or defect.

You are not required to continue using or handling any product that appears damaged, unsafe, or unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including a change of mind, incorrect product selection by the customer, no longer wanting the product, dissatisfaction with personal style preferences, or other reasons not caused by an error on our part, customers are generally responsible for return shipping costs where permitted by applicable law.

If JELVAXO confirms that a product was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise eligible for seller-paid return costs under applicable law, we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless otherwise expressly stated by JELVAXO, the return results from an error on our part, the product was defective, damaged, or incorrectly supplied, or applicable law requires reimbursement.

Any refund of original shipping charges will be handled in accordance with the circumstances of the return and applicable legal requirements.

9. Return Address

Return addresses may vary depending on the product type, fulfillment location, customer destination, warehouse location, logistics arrangements, and nature of the return.

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address and applicable shipping instructions will be provided after your return request has been reviewed and approved.

10. Return Packaging

JELVAXO products may feature natural stone, travertine, sculptural structures, irregular contours, textured surfaces, or other decorative details that require appropriate protection during transportation.

Customers should package returned products carefully to reduce the risk of impact, abrasion, chipping, breakage, or other damage during return shipping.

Where reasonably possible, please include the main product, all original components and accessories, product inserts or instructions, original protective materials, original product packaging, and any other items originally included with the order.

Decorative objects should be securely protected against movement and impact inside the package. Particular care should be taken with heavier pieces, projecting contours, delicate edges, and finished surfaces.

Customers are responsible for ensuring that preference-based returns are adequately packaged for shipping.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components or accessories originally supplied with the order.

Examples may include detachable components, mounting accessories where included, product stands or display accessories where supplied, product manuals, protective packaging, or other included items.

Any deduction will be assessed according to the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm its identity, return eligibility, condition, reason for return, included accessories, and the condition of its materials, surfaces, structural details, and other relevant product features.

For products featuring stone, travertine, or textured finishes, the inspection may also consider whether any observed damage is consistent with the material's described characteristics or appears to have resulted from handling, use, or transportation.

Approval of a return request does not necessarily mean that a refund has been approved before the returned product has been received and inspected.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once JELVAXO issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

Any applicable deductions, shipping adjustments, or other refund conditions will be handled in accordance with this policy and applicable law.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from missing accessories, missing components, excessive use, customer-caused scratches, chips, cracks, breakage, other damage, unauthorized modifications, unauthorized repairs, improper cleaning, improper handling, or damage caused after delivery.

For decorative objects, damage to natural stone surfaces, travertine finishes, sculptural contours, or other material details may affect the condition and value of the returned item.

Any deduction will be assessed according to the individual circumstances of the return and applicable law. Natural material variations consistent with the product description will not automatically be treated as damage.

15. Exchanges

Exchange availability depends on current product availability and inventory.

JELVAXO products may be offered in different sizes, colors, finishes, materials, shapes, or design variations. The preferred replacement may not always be available.

Where direct exchanges are unavailable, an alternative may be to request a return for the eligible original product, complete the approved return process, and place a new order for the preferred item.

Please contact customer support before returning a product for exchange. Our team will review the request and advise you on the available options.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Email: service@jelvaxo.com

We will make reasonable efforts to assist before fulfillment begins. However, we cannot guarantee cancellation once the order has entered processing, picking or packing, protective packaging, fulfillment, shipping preparation, or dispatch.

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

Please include your order number and the email address used during checkout so that we can identify your purchase and review your request efficiently.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution or payment provider may require additional processing time before the refund appears in your account.

The time required for the funds to become available depends on the relevant payment service and financial institution.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so that we can review the shipment status, applicable carrier charges, product condition, return eligibility, and other relevant circumstances.

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.

Any refund decision will be made in accordance with the circumstances of the shipment, our applicable policies, and relevant consumer protection requirements.

19. International Returns

International returns may involve additional shipping costs, customs procedures, carrier requirements, documentation, and transit time.

Decorative objects made from stone or other substantial materials may also require additional protective packaging because of their weight, surface characteristics, or sculptural structure.

Please contact us before sending any international return. Our customer support team will provide the applicable return instructions and address information.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to defective products, product conformity, damaged products, repairs, replacements, returns, refunds, and cancellation or withdrawal rights.

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective item, or order cancellation, please contact our customer support team through the official channel below.

Brand: JELVAXO

Website: jelvaxo.com

Legal Entity: Xi'an Qinshuo Technology Co., Ltd.

Registered Address: Room 104, Building 9, West Section, Beiguan Yangguang Village Residential Complex, Lianhu District, Xi'an City, Shaanxi Province, China.

Unified Social Credit Code: 91610104MAEF0YQX4T

Customer Support Email: service@jelvaxo.com

For order-related inquiries, please include your order number and the email address used at checkout.

For damaged products, material concerns, surface defects, or other product-related issues, please include clear photographs and videos where relevant. This information will help our team review your request more efficiently.

Please do not send complete credit card information, CVV or security codes, or account passwords by email.

jelvaxo.com is owned and operated by Xi'an Qinshuo Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

At JELVAXO, we believe that the experience of choosing a decorative object extends beyond its form and material. We aim to make every stage of your purchase, from the initial selection to delivery and after-sales assistance, clear, considered, and reliable.

JELVAXO — Sculptural Forms. Natural Textures. Distinctive Spaces.