REFUND & RETURN POLICY

Last Updated: August 7, 2026

Our Commitment

At The Jade Jewelers, every piece is carefully selected, crafted, prepared, and inspected before fulfillment. Because many of our products are handmade from natural jade and may be limited in quantity or unique in appearance, our policies are designed to protect both the integrity of our products and the experience of our customers.

We encourage all customers to review product descriptions, measurements, photographs, sizing information, and these policies carefully before completing a purchase.

1. All Sales Are Final

Unless otherwise expressly stated, all purchases from The Jade Jewelers are final sale.

We generally do not accept cancellations, returns, refunds, or exchanges for:

• Change of mind or buyer's remorse
• Ordering the incorrect size
• Color, translucency, texture, or appearance preferences
• Natural variations in jade
• Preference for another item
• Accidental purchases
• Items no longer wanted after purchase
• Damage occurring after delivery through wear, drops, impact, misuse, improper storage, alteration, or improper care

Placing an order confirms that the customer has reviewed and accepted the applicable product information and policies.

Exceptions may apply when required by applicable law, mandatory marketplace policy, or when specifically approved by The Jade Jewelers.

2. Damaged, Defective, Missing or Incorrect Items

Customers should inspect their order promptly after delivery.

For purchases made directly through The Jade Jewelers, any item that arrives damaged, defective, incomplete, or incorrect must be reported to us within 48 hours of confirmed delivery.

Reporting an issue within 48 hours allows a claim to be reviewed. It does not automatically guarantee a refund, replacement, store credit, or any particular outcome.

Claims received after the 48-hour reporting period may not qualify for complimentary resolution unless otherwise required by law or applicable marketplace policy.

3. Required Claim Information

Customers reporting an eligible issue may be required to provide:

• Order number
• Clear photographs of the item
• Photographs of the packaging
• Photographs showing the specific issue
• A description of what occurred
• Additional photos, video, or information if requested

Failure to provide sufficient documentation may prevent us from completing the claim review.

4. Available Resolutions

After reviewing an eligible claim, The Jade Jewelers will determine the appropriate resolution based on the circumstances, product availability, evidence provided, and applicable platform requirements.

An approved resolution may include:

• Replacement
• Store credit
• Refund
• Another resolution specifically approved by The Jade Jewelers

The customer may not always be able to select the resolution.

Limited, discontinued, unique, or one-of-one items may not be available for replacement.

5. Natural Jade Variations

Jade is a natural gemstone. Individual pieces may vary in:

• Color
• Tone
• Translucency
• Cloudiness
• Texture
• Grain
• Natural inclusions
• Pattern
• Dimensions
• Carving details
• Polish or finish

These characteristics are natural features of jade and are not considered defects.

Photography, lighting, computer screens, and mobile displays may also affect how the color or appearance of an item is perceived.

Requests based solely on natural variation or personal preference are not eligible for return, refund, or exchange.

6. Sizing

Customers are responsible for reviewing all available measurements and sizing information prior to purchasing.

Sizing concerns are not considered manufacturing defects.

Unless expressly stated otherwise on the product listing, purchasing an incorrect size does not qualify an item for a return, exchange, or refund.

Certain solid jade products cannot stretch, flex, or safely be resized. Customers should carefully review any sizing guides provided before completing an order.

7. Custom, Personalized & Made-to-Order Items

Custom, engraved, personalized, altered, specially sized, and made-to-order products are final sale.

Once customization or production has begun, these orders cannot generally be canceled, exchanged, or refunded.

Estimated production timelines are provided as a general guideline and are not guaranteed completion dates.

If a custom or made-to-order product arrives damaged, defective, incomplete, or incorrect, the issue must still be reported within the applicable claim period.

8. What Is Not Covered

The following generally do not qualify for complimentary replacement, refund, store credit, or other compensation:

• Normal wear and tear
• Accidental breakage
• Drops or impact
• Improper care
• Improper storage
• Exposure to harsh chemicals or damaging conditions
• Customer modifications or alterations
• Sizing issues
• Subjective preferences
• Natural jade characteristics
• Lost or stolen items after confirmed delivery
• Products purchased from an unauthorized third party

9. Order Cancellations & Changes

Orders begin processing as quickly as possible after they are placed.

Because many items are limited, handmade, customized, or prepared specifically for fulfillment, cancellations and order changes are not guaranteed.

Once fulfillment, customization, preparation, or production has begun, an order may no longer be eligible for cancellation or modification.

Marketplace orders may be subject to different cancellation requirements imposed by the platform.

10. Authorized Returns

If The Jade Jewelers specifically authorizes an item to be sent back, the customer must follow the return instructions provided by our team.

Items sent without prior authorization may not be accepted or processed.

When a return label or deadline is provided, the item must be shipped within the stated timeframe. Failure to return the item as instructed may result in the approved resolution being withdrawn.

11. Lost or Stolen Packages

Shipping-related loss, theft, delivery confirmation, returned-to-sender packages, and address issues are governed by our Shipping & Delivery Policy.

A package being lost, stolen, delayed, or returned does not automatically qualify an order for a refund.

12. Courtesy Exceptions

The Jade Jewelers may occasionally provide a courtesy accommodation outside of our standard policy.

Examples may include:

• Store credit
• Discount
• Complimentary item
• Replacement
• Refund

Courtesy accommodations are provided at our discretion.

An exception made for one customer or order does not establish a precedent or entitlement for future purchases, claims, or customers.

13. Marketplace Purchases

Purchases completed through Whatnot, TikTok Shop, or another third-party marketplace may also be subject to that platform's mandatory:

• Buyer protection rules
• Return requirements
• Refund procedures
• Cancellation rules
• Claim deadlines
• Dispute processes

We aim to apply The Jade Jewelers' policies consistently across all platforms.

However, where a mandatory marketplace rule or applicable law conflicts with this policy, the required marketplace or legal protection will govern that transaction.

Customers may be required to submit claims directly through the marketplace where the purchase occurred.

14. Contact Us

For assistance with an order or to report an eligible issue, contact:

info@thejadejewelers.co

Please include your order number and all applicable supporting information.