Tang Heritage

Honoring Tradition, Celebrating You

At Tang Heritage, our mission is to create more than products—we craft heirlooms that connect you to the living legacy of Chinese artistry and philosophy. Every piece carries the imprint of human hands, passed through generations of artisans who believed that beauty must be both seen and felt.

Our Heritage Refund & Exchange Policy reflects that same dedication; built on fairness, trust, and integrity. It exists to ensure that your experience with Tang Heritage is as meaningful as the craftsmanship behind each creation.

The Heritage Refund Policy: A Guarantee Rooted in Trust

We understand that our pieces are more than items; they are an extension of your connection to history and artistry. To honor this trust, we offer a satisfaction guarantee that reflects our unwavering commitment to ensuring every collector feels confident and supported in their Tang Heritage experience.

1. Returns Within 30 Days

We accept returns within 30 days of receiving your order. This period allows you time to inspect your piece and ensure it meets your expectations.

Eligibility For Returns:

  • The item must be unused, in brand new condition, and include all original packaging and accessories—such as the gift box, authenticity card, and dust bag.
  • Returns must be initiated by emailing cs@tangheritage.com. Our team will guide you through the return process.

Return Location & Shipping Costs:

  • Our return facility is located in China, and international return shipping fees may be significant.
  • Please note that for change-of-mind returns or returns based on personal preference, all return shipping costs will be the customer’s responsibility.
  • We strongly recommend using a trackable shipping service (such as DHL Express, FedEx, or UPS), as Tang Heritage cannot be held responsible for any loss or damage incurred during return transit.

Refund Process:

  • Once the parcel arrives at our returns facility, our quality control team will take 2 to 3 working days to inspect it.
  • Approved refunds are processed only after verification that the product remains in original condition, and issued in store credits.

2. Exchanges

We offer exchanges for three specific cases:

Exchanges are limited to the same product category. Items may only be exchanged for another item within the same category. For example, a bag may only be exchanged for another bag, and jewellery may only be exchanged for another piece of jewellery. Cross-category exchanges are not permitted.

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Change Of Mind / Personal Preference:

  • You may exchange your item for another product of equal or higher value (any price difference will apply).
  • If the selected exchange item is of a lower value, the difference is not refundable.
  • Please note that for change-of-mind returns, returns based on personal preference, or returns due to size issues (with size charts available on our product pages), all international return shipping costs will be the customer’s responsibility.
  • Shipping costs for sending the exchanged item to the customer will also be borne by the customer.

Damaged Upon Delivery:

  • Please notify us within 3 days of receiving your order and provide clear photos of the issue.
  • Our team will review the case and offer an appropriate solution based on the nature of the damage.

Manufacturing Defect:

  • If a manufacturing defect is discovered, please inform us within 3 days of receipt.
  • Once verified, we will arrange a replacement for you.

For all exchange requests, please email cs@tangheritage.com.

All returned items must be unused, in brand new condition, and accompanied by all original accessories. Once verified, your replacement will be shipped promptly.

3. Non-Refundable Conditions

To keep our pricing fair and our process transparent, no refunds will be provided in the following situations:

Refused Delivery:

  • Where a customer refuses delivery for reasons other than damage.

Missed Deliveries:

  • Where the courier has attempted delivery multiple times but the recipient was unavailable.
  • Parcels are usually held for 5 to 10 working days. If left uncollected, they may be returned to us or destroyed by the courier.

Wrong Or Incomplete Address:

  • Where an incorrect or insufficient shipping address has been provided, such as a missing apartment or unit number.
  • Parcels may be held for 5 to 10 working days before being returned or destroyed.

Package Marked As Delivered:

  • Where the courier has marked the item as delivered but the customer is unable to locate it.
  • Customers are kindly asked to check with their local post office, neighbours, or building management.
  • We are not responsible for theft or misdelivery once the courier has confirmed delivery.
  • For added security, we recommend express shipping (DHL, FedEx, UPS, or TNT) for signature confirmation. Please email us to request express shipping.

Order Cancellation While In Transit:

  • Cancelling an order while the package is in transit, and within the promised delivery times, will be treated as fraudulent activity. We reserve the right to request a payment freeze and to investigate the payer's identity.

Size Issues:

  • To keep our pricing low, we do not provide refunds or exchanges if an item does not fit. To make this easier for our customers, we offer a Pay For A Replacement Instead Of Return Shipping programme: For just 50% of the item price, we will send you a replacement in the correct size. Shipping applies. Please note that customs duties and taxes, if any, are not included and remain the customer's responsibility.
  • This programme offers a more affordable and flexible solution than returning the original item.

Refusal To Pay VAT Or Customs Duties:

  • Where customs or VAT are not paid, and the package is returned or destroyed, no refund will be issued. Please refer to the Import Duties and Customs Taxes section for more information.

4. Cancellations

We understand that accidental orders can happen.

Eligibility For Cancellations:

  • Orders may be cancelled within 60 minutes of placement, provided the order has not yet entered processing or preparation for shipment.
  • Once an order has entered processing, or has been prepared for dispatch, cancellations are no longer possible.

Cancellation Refunds:

  • Approved cancellations are refunded in the original form of payment or store credit, depending on the stage of processing.
  • Orders cancelled after processing has begun are not eligible for cancellation and will follow our standard return policy instead.

Discounts And Order Amendments:

  • Orders that have already been placed cannot be amended to apply a discount code. This applies whether a discount code was received after the order was placed, or was simply not entered at checkout.
  • In these cases, the discount may instead be used on your next order, subject to the terms of the code. We are unable to cancel and re-place an order for the purpose of applying a discount.

To request a cancellation, please contact cs@tangheritage.com as soon as possible with your order number.

5. Import Duties & Customs Taxes

International orders may be subject to customs inspections, import duties, taxes, or fees imposed by the destination country.

  • Any such charges are determined by local customs authorities and are beyond our control.
  • Customers are responsible for paying any import duties or taxes required for their shipment to be released.
  • Tang Heritage does not collect or calculate these fees at checkout and cannot predict whether a parcel will be subject to customs charges.

If a shipment is delayed, refused, returned, abandoned, or destroyed by customs authorities as a result of unpaid import duties, taxes, or non-compliance with customs clearance requirements by the customer, Tang Heritage shall not be responsible for any resulting loss, and no refund or replacement will be issued.

Refusal Of Customs Duties:

If customs duties or taxes are refused or left unpaid at the time of delivery, the package may be returned to the sender or destroyed. In such cases:

  • No refund or cancellation will be provided.
  • Any penalties, fines, or charges imposed by the courier as a result of the return or destruction of the package are borne solely by the recipient.
  • The recipient is responsible for monitoring the delivery status and ensuring that all duties or taxes are paid promptly.

By placing an order, you explicitly acknowledge and agree to this clause.

6. Non-Returnable Items

To maintain the integrity of our collections and ensure the authenticity of every Tang Heritage piece, certain items cannot be returned or exchanged:

  • Preordered or make-to-order products
  • Custom or personalized items
  • Final sale or archive sale pieces
  • Gift cards or digital purchases

7. Authenticity & Secondary Market Notice

Each Tang Heritage bag comes with:

  • A metal authenticity card with an engraved serial number at the back
  • Please note that from 1 July 2025, engraved serial number tags have been phased out. For orders placed after this date, serial numbers will be engraved on the reverse of the authenticity card instead.

If you find a Tang Heritage piece on a third-party or resale platform and wish to verify its authenticity, please contact cs@tangheritage.com for assistance.

8. Important Notice: Fraudulent Websites Impersonating Tang Heritage

The artistry and trust behind Tang Heritage have, unfortunately, attracted imitators. Because your confidence matters deeply to us, please read this notice carefully before you shop.

Our Only Official Website

Tang Heritage operates exclusively through tangheritage.com. This is the sole website authorized to sell genuine Tang Heritage products. Our only other official channels are our verified Facebook, Instagram, and YouTube accounts, linked at the bottom of this page.

Websites We Are Not Affiliated With

The following websites are not owned, operated, endorsed by, or affiliated with Tang Heritage in any way. They have copied our brand name, logo, and product images without authorization:

  • tangheritagestore.shop
  • mytangheritage.shop

We are actively pursuing the removal of these fraudulent sites through the appropriate legal and platform channels.

No Liability for Purchases Made on These Websites

As these sites are not ours, we have no visibility into or control over their orders, payments, products, or customer information. Please note:

  • Any purchase made on these websites is made entirely at your own risk.
  • Tang Heritage cannot verify, fulfil, track, exchange, refund, or authenticate any order placed through them.
  • Products sold on these sites are not genuine Tang Heritage pieces and will not carry our authenticity markers.
  • Tang Heritage accepts no responsibility or liability for any loss, damage, financial harm, or disappointment arising from transactions made on these or any other unauthorized website.

If You Have Already Purchased From One of These Sites

  • Contact your bank or card provider promptly to dispute the charge and protect your payment details.
  • Keep all records, including screenshots, order confirmations, and payment receipts.
  • You may also report the website to your local consumer protection authority.
  • To confirm whether a piece is genuine, email cs@tangheritage.com and our team will gladly assist you.

When in doubt, please always check that you are shopping on tangheritage.com before placing an order.

Our Right to Decline or Amend

Tang Heritage reserves the right to decline returns or exchanges that do not meet the above conditions. We also reserve the right to update or refine our policy as needed to reflect evolving standards of transparency and service.

This policy has been at the heart of our values since Tang Heritage was established. It’s a testament to the confidence we have in the quality of our collections and the loyalty of customers like you who appreciate the artistry and craftsmanship we strive to preserve.