Refund policy
Return window
We accept returns within 7 calendar days of delivery. To be eligible:
- The item must be unworn, unaltered and in original condition
- It must be returned in its original packaging together with the original laboratory certificate
- You must contact us first at jiaiziji1874@qq.com to obtain a Return Authorisation and the return address
Non-returnable items
- Custom-made pieces, including bangles made to a custom inner diameter and items with personalised engraving
- Items showing signs of wear, impact damage, or alteration
- Items returned without the original certificate
- Items returned after the 7-day window
Return shipping
Return shipping costs are the buyer's responsibility, and returns must be sent using a tracked and insured service. We strongly recommend insuring the return for its full value; we cannot process a refund for parcels lost in return transit.
Refunds
Once we receive the returned item and verify its condition and certificate, we will issue a refund to your original payment method within 3 business days. Please allow a further 5–10 business days for your bank or PayPal to post the refund. Original outbound shipping costs are non-refundable.
Damaged or incorrect items
If your item arrives damaged or is not the piece you ordered, contact us within 48 hours of delivery with photographs and a short video of the unopened / opened parcel. We will arrange a replacement or a full refund, including shipping, at our cost.
Important — what is not a defect
Natural jadeite contains cotton-like inclusions (棉絮), natural stone lines, and slight internal colour variation. Slight differences in perceived colour caused by your screen or lighting also do not constitute a defect. These characteristics are described on every product page and are inherent to natural jadeite. Returns on these grounds are handled at our discretion and are subject to a 15% restocking fee where accepted.
Order cancellation
Orders can be cancelled free of charge within 12 hours of placement, provided the parcel has not yet been dispatched. Once dispatched, our standard return policy applies.