Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at carolpan@163.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at carolpan@163.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at 867972530@qq.com.

1. General Return Eligibility & Timeframe

• Original & Unworn Condition: The jade/gemstone jewelry must be unused, unaltered, free of scratches, cracks, wear marks, oxidation, or damage caused by human factors. Natural jade and gemstones are fragile; any artificial damage will void return eligibility.
• Complete Original Accessories: Returns must include all original packaging (gift box, velvet pouch, dust bag), official grading certificates (GIA/IGI/industry authentications), product tags, invoices, and warranty documents. Missing certificates or original accessories will result in a reasonable deduction of re-certification or replacement costs per U.S. jewelry industry norms.
• No Custom Alterations: Items must not be resized, engraved, polished, repaired, or modified in any way by third parties.

2. Non-Returnable Items & Exclusions

• Custom-made, personalized, or bespoke jade/gemstone jewelry (including custom sizing, engraved patterns, customized inlays)
• Clearance, discounted, flash sale, or liquidation items (marked as final sale on product page)
• Products damaged due to improper wear, accidental drop, collision, chemical corrosion, or artificial destruction after delivery
• Items returned after the 30-day valid return window without prior written approval from our customer service team
• Gift cards, service fees, appraisal fees, and shipping insurance fees

3. Return Shipping & Insurance Rules

• Shipping Fee Responsibility: For customer-initiated returns (no merchant quality issues), the customer is responsible for all return shipping fees and insurance costs. For merchant-side quality problems, defective products, or delivery errors, we will cover return shipping and replacement shipping fees.
• Mandatory Insurance: All return shipments must be fully insured for the full purchase amount of the item, in compliance with U.S. precious metal and gemstone shipping regulations. We are not responsible for loss, damage, or missing items during return transit caused by uninsured or underinsured shipments.
• Shipping Method: Customers must use tracked U.S. domestic shipping services (USPS, UPS, FedEx) and retain tracking receipts until the refund is completed.

4. Refund Processing Rules & Timeline

4.1 Refund Review Period

4.2 Refund Execution Timeline

• Cash, check, or money order payments: Full refund will be issued within 7 calendar days after review approval (FTC mandatory standard).
• Credit card/PayPal payments: Refund will be processed within one billing cycle, subject to the bank’s arrival time.

4.3 Deduction Rules

5. Exchange Policy

• Customers can exchange for the same style, different size, or other in-stock jade/gemstone jewelry of equal value.
• For higher-value exchanged items, customers need to pay the price difference; for lower-value items, we will refund the price difference in full.
• Exchange shipping fees follow the same rules as return shipping fees.
• Custom items are not eligible for exchange.

6. Quality Issue & Defective Product Guarantee

7. Order Cancellation Policy

8. Dispute Resolution & Supervision

9. Policy Update & Final Explanation