Refund policy

Refund, Return & Exchange Policy

Effective date: August 26, 2026

This policy applies to purchases made directly from masterxigift.com. Master Xi is operated by GALAXY STONE CO., LIMITED. The same return, refund, exchange, cancellation, and restocking-fee rules apply to customers in the United States and Singapore, subject to any mandatory consumer rights under applicable law.

For return, refund, exchange, damage, delivery, or certification assistance, contact service@masterxigift.com with your order number. We reply within 1 business day during our published customer service hours.

1. Standard Returns

Standard, non-custom products may be returned within 30 days after delivery. To be eligible, the item must be unused, in its original condition, and returned with its original packaging, certificate, accessories, and proof of purchase.

We charge no restocking fee. The restocking fee is 0% for all approved returns.

2. Made-to-Order Thangka Products

Every product identified as a Thangka is made to order. Made-to-order Thangka products are not eligible for change-of-mind returns or preference-based exchanges.

A made-to-order Thangka remains eligible for an appropriate remedy if it arrives damaged, is defective, has a verified quality or material non-conformity, or is not the item ordered. Available remedies may include repair where appropriate, replacement, exchange, or refund in accordance with this policy and applicable law.

3. Damaged, Defective, Incorrect, or Incomplete Orders

Please report an item that is defective, damaged during transportation, incorrect, or incomplete within 7 days after delivery. Email service@masterxigift.com with:

• your order number;
• a description of the issue;
• clear photographs of the product and packaging;
• a photograph of the shipping label; and
• a photograph of the accompanying certificate, where applicable.

After verification, Master Xi will provide an appropriate remedy for the affected item. This may include supplying a missing component, sending a replacement at no additional cost, or issuing a full refund for the affected item. For made-to-order Thangka replacements, an additional 14 business days is required for production before dispatch.

4. Return Authorization and Five-Day Dispatch Requirement

Contact us before returning any item. Returns sent without prior authorization may not be accepted.

After a return is approved, the customer must hand the return parcel to the designated shipping carrier within 5 calendar days from the date the return authorization or prepaid return label is issued. If the parcel is not dispatched within that period, contact us before sending it so that we can confirm whether a new authorization is required.

Unless we issue a prepaid return label or provide different written instructions, approved returns must be sent to:

GALAXY STONE CO., LIMITED
3 Tai Yau Street
San Po Kong, Kowloon
Hong Kong SAR

Do not send a collect-on-delivery return. Unauthorized collect-on-delivery parcels will not be accepted.

5. Return Labels and Return Shipping Costs

• Master Xi provides and pays for the prepaid return label: If an item is verified as defective, damaged during transportation, or not the item ordered, Master Xi will provide and pay for a prepaid return shipping label when a physical return is required.
• Customer pays the return shipping cost: If the return or exchange is requested because the customer changed their mind, does not like the item, ordered the wrong item, or otherwise made an ordering error, the customer is responsible for the return shipping cost.
• Incomplete orders: If part of an order is missing, we will first verify the shipment and arrange the appropriate remedy. A return label is not required unless we specifically ask for an item to be returned.

For a customer-paid return, the customer should use a tracked shipping service and retain the shipping receipt and tracking number until the return has been completed.

6. Exchanges for Standard Non-Custom Products

An exchange request for an eligible standard, non-custom product must be made within 30 days after delivery. The item must satisfy the same eligibility requirements as a standard return.

Exchanges are subject to product availability and prior authorization. Unless otherwise agreed in writing, an approved exchange is for the same product. If the customer wants a different product, the original item should be returned for a refund and a new order should be placed separately.

• For a verified defect, transportation damage, or incorrect item, Master Xi will provide the prepaid return label and send the approved replacement at no additional shipping cost.
• For a preference-based exchange, including change of mind, dislike of the item, or customer ordering error, the customer pays the return shipping cost.
• For an eligible United States or Singapore address, the replacement will be sent using the standard shipping service described in our Shipping Policy, without a separate outbound standard-shipping charge.

The replacement will be arranged after the authorized return is received and inspected. The replacement is subject to the normal processing, production, and delivery times stated in our Shipping Policy. If the approved replacement is unavailable, we will offer a refund to the original payment method.

7. Order Cancellations and Address Changes

If you need to request an order cancellation or delivery-address change, contact service@masterxigift.com immediately.

We will try to assist if the order has not entered processing or fulfillment, but a request is not guaranteed until we confirm it in writing. Once an order has entered processing or fulfillment, it cannot be cancelled and its delivery address cannot be changed.

The customer is responsible for additional costs or delivery failure resulting from an incorrect or incomplete address that the customer supplied and that could not be changed before processing or fulfillment began.

8. Refund Processing

Once an authorized return has been received, inspected, and approved, the refund will be issued to the original payment method within 7–10 business days. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

Original shipping charges are not deducted where all shipping methods offered by Master Xi were free. Any expedited, upgraded, redirection, or third-party shipping charge separately requested by the customer is non-refundable unless required by applicable law or the refund results from an error attributable to Master Xi.

9. Lost or Missing Packages

If tracking has not been updated for 7 business days, or if an order has not arrived within 7 business days after the latest estimated delivery date, contact service@masterxigift.com with your order number. We will open an investigation with the shipping carrier.

A shipment will be considered lost if:

• the carrier formally confirms that the shipment has been lost; or
• after an investigation has been opened, the shipment cannot be located and tracking has shown no update for 15 consecutive business days after the latest estimated delivery date.

Once a shipment is confirmed or deemed lost, the customer may choose a replacement shipped at no additional cost or a full refund to the original payment method. Approved refunds are processed within 7–10 business days. For made-to-order Thangka products, replacement orders require an additional 14 business days for production before dispatch.

If tracking shows that a package was delivered but it cannot be located, notify us within 7 days of the recorded delivery date. We will verify the delivery address and open an investigation with the carrier. A delivered tracking status does not automatically qualify the shipment as lost.

Lost-package protection does not apply when delivery fails because of an incorrect or incomplete address supplied by the customer, refusal of delivery, unpaid customs charges, or failure to receive or collect the package.

10. Material and Quality Concerns

If you believe an item does not conform to the material specification stated on its product page or that an accompanying certificate is invalid or does not correspond to the item, contact service@masterxigift.com within 30 days after delivery.

Please provide the order number, clear photographs of the product, packaging and certificate, and any relevant supporting documentation. After verification, Master Xi will provide an appropriate remedy, which may include replacement, exchange, or refund for the affected item.

For a verified material non-conformity attributable to Master Xi, Master Xi will provide and pay for a prepaid return label if a physical return is required. Unauthorized testing fees or return expenses are not reimbursed unless we approved them in writing before they were incurred.

11. Duties, Taxes, and Other Charges on Returns

Duties, taxes, brokerage fees, clearance fees, or handling fees paid directly to a customs authority, carrier, or another third party are generally not refundable by Master Xi. The customer may apply to the relevant authority or carrier for a refund where permitted.

If a tax or duty was collected by Master Xi in the checkout total, it will be included in an approved refund only where that amount remains refundable to Master Xi or applicable law requires its refund.

12. Mandatory Consumer Rights

This policy does not exclude, restrict, or replace any mandatory consumer right that cannot lawfully be excluded in the customer’s jurisdiction.

13. Contact

GALAXY STONE CO., LIMITED
3 Tai Yau Street, San Po Kong, Kowloon, Hong Kong SAR
Email: service@masterxigift.com
Phone / WhatsApp: +65 9800 7789
Customer service hours: Monday–Friday, 9:00 AM–6:00 PM, Singapore Time (SGT, UTC+8)