退款与售后政策
Refund & After-sales Policy
最后更新 / Last updated: 2026-07-03
定制商品的特殊性 About made-to-order items
海月的每一件器物均为按单手作定制（含个性化落款、印章与图纹），一经开始制作即无法转售。因此退款规则以「是否已开始制作」为界。
Every MNOOZ piece is handmade to order and personalized (engraving, seal, motif). Once crafting begins it cannot be resold, so refund eligibility depends on whether crafting has started.
未开始制作：全额退款 Before crafting starts: full refund
订单状态为「待确认」（工坊尚未确认排产）期间，你可以随时联系我们取消订单并获得全额退款，款项将原路退回。
While your order is still Pending Confirmation, you may cancel anytime for a full refund to your original payment method.
已开始制作：非质量问题不支持退款 After crafting starts
订单确认后即进入手作排产。因商品为个性化定制，除质量问题外不支持无理由退货退款,请下单前确认设计预览与个性化内容。
Once confirmed, crafting begins. As items are personalized, we cannot accept returns or refunds for non-quality reasons — please review your design preview carefully before paying.
质量问题与运输破损 Defects & shipping damage
瓷器为易碎品，我们采用防震包装。若签收时发现破损或存在明显质量问题（开裂、大面积釉面缺陷等），请在签收后 48 小时内拍照（含外包装）联系我们：经确认后可选择免费补做或全额退款。手作器物的细微色差、釉面流动痕迹与手工痕迹属于工艺特性，不视为质量问题。
If your piece arrives broken or clearly defective, contact us within 48 hours of delivery with photos (including packaging). We will remake it free of charge or refund you in full. Minor glaze variation and hand-finishing marks are inherent to handmade porcelain and are not defects.
祈福服务 Blessing service
普陀山祈福为一次性服务，服务完成后该项费用不予退还；若与器物一同取消且服务尚未进行，则一并全额退款。
The Mount Putuo blessing is a one-time service and is non-refundable once performed. If cancelled before it takes place, it is refunded in full together with the order.
退款方式与时效 Refund method & timing
所有退款均原路退回（支付宝/微信/PayPal/空中云汇）。渠道到账一般为 1–14 个工作日,以各支付渠道为准。
Refunds are always issued to the original payment method (Alipay / WeChat Pay / PayPal / Airwallex) and typically arrive within 1–14 business days depending on the provider.
联系我们 Contact
售后请通过邮箱 support@mnooz.com 联系我们，注明订单号（形如 ord_xxxxxxxx）。
For after-sales support, email support@mnooz.com with your order number (ord_xxxxxxxx).