Refund policy
Refund Policy: Thank you for shopping with us — by completing your purchase, you're agreeing to the return policy below.
Every Piece is Uniquely Yours
Each piece of our Liuli jewelry is lovingly handcrafted, making it truly one-of-a-kind and exclusively yours. Due to the nature of handmade artistry, slight variations in color, texture, and shape from product images may occur — these are not imperfections, but rather the unique charm that makes each piece special. We hope you treasure your piece as much as we treasured making it.
General Policy
We pour our heart into every creation, and we truly want you to love what you receive. Because each piece is handcrafted with such care, we're not able to offer general returns for a change of mind. That said, we're always happy to help with an exchange or refund if:
Your item was damaged during shipping
You received the wrong item
If either of these happens, please don't hesitate to reach out to us at contact@realonetara.com within 48 hours of receipt with your order number and a few photos — we're here to make it right. We'll take care of the return shipping costs. We just ask that the item be returned unused, unaltered, and in its original packaging.
If you'd like to send something back, please reach out to us first so we can guide you through it — this helps us take care of it quickly and correctly. Please also note that as our Liuli pieces are delicate works of art, we're unable to assist with damage that happens after delivery due to mishandling.
Right of Withdrawal — EU & UK Customers
If you're a consumer based in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, no reason needed. Simply reach out to us at contact@realonetara.com within 14 days of delivery, and you'll then have a further 14 days to send the item back to us. We just ask that it be unused, unaltered, and in its original packaging. Once we receive and check the returned item, we'll refund you to your original payment method, minus the original outbound shipping cost. This is in addition to, and doesn't replace, the shipping-damage and wrong-item support above.
International Orders & Customs Duties
All international orders are shipped Delivered Duty Paid (DDP), which means we take care of any customs duties and import taxes upfront — so there's nothing extra for you to worry about, and this isn't a factor in any refund or exchange.
Refunds
Once your return is approved, we'll issue your refund to your original payment method within 10 business days. If it's been more than 15 business days since your refund was approved and it still hasn't come through, please reach out to us at contact@realonetara.com — we're happy to help sort it out.
Loyalty Points & Rewards
Points earned through purchases will be deducted upon a return or refund, in proportion to the refunded amount. For example, if you return a $50 item, 50 REALONETARA LIULI POINTS will be deducted from your account.
Rewards already redeemed (such as discount codes generated with points) can't be refunded and won't be reinstated upon return.
Damaged Items — Shipping Claims
If your item arrives damaged in transit, we're happy to offer an exchange or refund for the same item. To help us process this quickly, we'll need an unboxing video showing the item's condition as you open the package.
The video should start before the package is opened, clearly show the unboxing and the damaged item, and be continuous and unedited. Please send us your claim within 48 hours of delivery.
To get started, just email us at contact@realonetara.com with your order number and the unboxing video attached.
Safety & Disclaimer
REALONETARA products are made from Liuli, a beautiful but fragile material that may break if dropped or subjected to impact. We ask that you handle and wear all pieces with care.
Fragility Warning: Liuli is delicate. Please avoid exposure to hard surfaces, excessive force, or sudden impacts. REALONETARA is not responsible for injury caused by broken or shattered pieces resulting from misuse or improper handling.
Not Suitable for Children: Our products are intended for adult use only. Please keep all jewelry and accessories out of reach of children, as small components may present a choking hazard.
Wearing Instructions: Please take a moment to read the wearing instructions in your shipping confirmation email before use.
General Disclaimer: REALONETARA is not liable for personal injury, self-harm, or damages arising from misuse, negligence, or use of our products in a way inconsistent with their intended purpose.
Contact Us: contact@realonetara.com