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Refund policy

Last updated: April 9, 2026

We understand that ordering a memorial gift is deeply personal, and we want you to feel completely confident in your purchase.

30-Day Satisfaction Guarantee

We accept returns within 30 days of delivery for a full refund or exchange.

Eligibility:

  • Item must be unused and in original condition
  • Original packaging must be included
  • Proof of purchase is required

Non-Returnable Items:

  • Gift cards
  • Items marked as "Final Sale"

Defective or Damaged Items

If your wind chime arrives defective or damaged:

  • Contact us within 7 days of delivery
  • Provide photos of the damage
  • We will promptly send a replacement or issue a full refund

Return Process

  1. Email us at support@exquivera.com with your order number and reason for return
  2. We will provide a return authorization and shipping instructions within 1 business day
  3. Pack the item securely in its original packaging
  4. Ship the item using a trackable shipping method
  5. Refunds will be processed within 5–7 business days of receiving the return

Refund Details

  • If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
  • Refunds will be issued to the original payment method
  • You will receive an email confirmation once your refund has been processed

Lost Packages

If your package is lost in transit:

  • We will work with the carrier to locate your package
  • If confirmed lost, we will send a replacement or issue a full refund
  • We are not responsible for packages lost due to incorrect shipping addresses provided by customers

Questions?

We're here to help. Contact us at support@exquivera.com and we'll respond within 24 hours.