Refund policy
Returns and Exchange Policy
Thank you for supporting EWA STUDIO. Please read the following carefully before placing an order.
This policy has three parts: General Terms apply to all products, Product-Specific Terms vary by the nature of the item, and International Orders are handled separately.
1. General Terms (all products)
7-day inspection period
Online purchases within Taiwan are entitled by law to a 7-day inspection period from the date of delivery.
This period is for inspection, not for trial use. Returned items must remain new, unused and undamaged, and must include the item itself together with its packaging, accessories, free gifts, certificate, numbered card, invoice and any other documents supplied with the order.
Unboxing video (required for all products)
To verify the condition of the item and protect both parties, please record a video of the entire unboxing process when your parcel arrives.
Begin filming with the outer box still sealed and record continuously without cuts. The video should cover:
- The unopened outer box and shipping label
- The complete opening process
- The contents of the packaging
- Inspection of the item and its accessories
On our side, the entire packing process is also recorded and only new packing materials are used, so the condition of the item at the time of shipping can be verified.
A complete unboxing video is required for any free replacement or exchange claim relating to damage, missing parts or an incorrect shipment. Without one, we cannot determine at what stage the problem occurred and the claim cannot be accepted.
Reporting a problem
If your item arrives damaged, incomplete, incorrect or otherwise irregular, contact us within 7 days of delivery with the unboxing video and your order details. We will arrange an exchange, replacement, repair or refund as appropriate.
Situations we cannot accept
- The item has been used, assembled, painted, worked on, modified, or shows clear signs of use
- The item, packaging, accessories, free gifts, certificate, numbered card, invoice or other supplied documents are incomplete
- Damage caused by improper storage, impact, moisture, scratching, dropping or other handling by the buyer
- The 7-day inspection period has passed
- Custom, made-to-order or commissioned items where the product page clearly stated in advance that the 7-day period does not apply
- The product page states special return conditions and the item does not meet them
Return process and refunds
Please contact us before sending anything back. Items returned without prior contact may not be accepted.
Pack returned items carefully to prevent further damage in transit. Damage caused by inadequate packing during the return will affect your refund or exchange.
Refunds are processed once we have received the returned item and confirmed that its condition meets the requirements. The time it takes to appear in your account depends on your payment method, bank or payment platform.
Shipping costs
Where a return or exchange arises from a defect, an incorrect shipment or damage in transit, EWA STUDIO covers the associated shipping costs.
2. Product-Specific Terms
The following terms apply according to the nature of the item and operate alongside the General Terms. Where the two conflict, the terms in this section prevail.
Category A — Coasters and crocheted handmade items
Product characteristics
These items are made by hand. Variation between pieces in stitch tension, pattern arrangement, dye depth and dimensions falls within the normal range for handmade work and does not constitute a defect.
Fibre fuzz and visible finishing points in the yarn are also normal.
Absorbent items
Coasters are made from absorbent material. Once used they readily develop water marks, staining and odour, and cannot be restored to their original condition.
Once an item has been used or has absorbed liquid, it is no longer eligible for return. Returned items must remain in new, unused condition — not wetted, stained, exposed to moisture or scratched — with all packaging and accessories intact.
Category B — Garage kits and painted models
Garage kits (unpainted resin kits)
The following are inherent to resin kits and cannot be entirely avoided. They are not defects and are not subject to repair or compensation claims:
- Small air bubbles or pinholes on surfaces and edges
- Slight sink marks where part thickness varies
- Slight warping on thin or elongated parts (blades, tendrils, tails, etc.)
- Seam lines, flash, and pour gate remnants
- Minor variation in resin colour between casting batches
- Mold release agent residue on the surface
Once a kit has been washed, sanded, cut, glued, primed or worked on in any way, it can no longer be returned to its original condition and is not eligible for return for any reason.
Painted models (finished pieces)
These items are painted by hand. Brushwork, tonal transitions, wash depth and fine detail may differ slightly from the product photographs. This falls within the normal range for handmade work and does not constitute a defect.
Limited numbered editions
The numbered card must be returned with the item. Returns without it cannot be accepted.
3. International Orders
Because international orders involve overseas shipping, duties, customs clearance and the import rules of each country, please contact us before ordering.
How an order is placed
International orders are not handled through the standard checkout. Please write to us through Contact Us with the item, quantity, destination country and delivery address.
We will confirm shipping costs, estimated delivery time, payment method and customs considerations based on the size and weight of the item, the destination and the shipping method available.
An order is confirmed only once both parties have agreed on the item, price, shipping cost, payment method and delivery terms. Please do not send payment before this confirmation.
Costs
International shipping, duties, customs clearance fees, import taxes and any other charges arising in the destination country are the buyer's responsibility.
Where an incorrect address, failure to clear customs, refusal of the parcel, unpaid duties or an uncollected parcel results in return, delay, loss or additional charges, those costs are borne by the buyer.
Returns
The unboxing video requirement in the General Terms applies equally to international orders. If there is a problem, contact us within 7 days of delivery with the complete unboxing video, photographs of the item and the shipping documentation.
International returns are assessed individually according to the condition of the item, the destination country and actual shipping costs. Except in cases of defect or incorrect shipment, international shipping, duties, customs fees and other related costs arising from a return for personal reasons are borne by the buyer.