We accept returns on eligible physical products within 14 days of the delivery date. To qualify for a return, your item must meet the following conditions:

The following items are strictly non-returnable and non-refundable unless they arrive damaged or defective:

• Custom crystal grids and personalized crystal sets
• Consultation services (Bazi Analysis, AuraByMel, Fengshui Audit, Blessing Appointments)
• Digital downloads and e-guides
• Gift cards and store credit vouchers
• Items marked as "Final Sale" or purchased during clearance
• Crystals that have been cleansed, charged, or programmed by the customer
• Candles, ritual kits, or consumable spiritual tools once opened

Please do not send your item back without first contacting us. Follow these steps:

1. Email us at hello@tiannxinn.com with your order number, the item(s) you wish to return, and the reason for return.
2. Our team will review your request and respond within 1–2 business days with approval or further instructions.
3. If approved, securely pack the item in its original packaging. Include your order number inside the parcel.
4. Ship the item to the return address provided in our approval email. We recommend using a tracked shipping method.
5. Email us the return tracking number so we can monitor the parcel.
6. Once received and inspected, we will process your refund or exchange within 5–10 business days.

Once your returned item is received and inspected, we will notify you by email. Here is the refund timeline:

We offer exchanges for eligible items within 14 days of delivery. Exchanges are available for:

• Different size (e.g. bracelet sizing)
• Different variant of the same product
• Store credit if preferred item is out of stock

To request an exchange, email us at hello@tiannxinn.com with your order number and the item you'd like instead. Exchange shipping costs are the customer's responsibility unless the original item was defective.

We sincerely apologise if your order arrived damaged or incorrect. Please follow these steps immediately:

1. Do not discard the packaging. Photograph both the damaged item and the outer packaging.
2. Email hello@tiannxinn.com within 48 hours of delivery with: your order number, photos of the damage, and a brief description.
3. We will assess and respond within 1 business day with a resolution — replacement or full refund at no cost to you.

For all booking services (Bazi Analysis, AuraByMel, Fengshui Audit, Blessing Appointments), the following cancellation policy applies:

To cancel or reschedule, email hello@tiannxinn.com with your booking reference number and preferred new date if rescheduling.

Items purchased at a discount or during a sale event may have modified return conditions:

• Items marked "Final Sale" are not eligible for return or refund.
• Discount code orders follow the standard 14-day return window unless stated otherwise.
• Bundle deals — individual items from a bundle cannot be returned separately.
• Refunds on discounted items will be for the price paid, not the original price.

Who covers return shipping depends on the reason for return: