Refund policy

Final Sale General Rule


All natural Type A jadeite gemstone ornaments sold in our store are individually selected, inspected, verified and confirmed by each customer via our Facebook live broadcast prior to checkout. Every jade piece is one-of-a-kind natural mineral artwork, with unique internal textures, color and transparency that cannot be replicated.

Due to high cross-border logistics cost, import/export tariff risk, easy scratch or fracture of jade during return shipping back to China, and inability to resell once delivered, all live-selected jade items are final sale after shipment. We do NOT accept returns, exchanges or refunds for change of mind, subjective dislike, minor natural stone features, sizing or color expectation gaps. All after-sales matters will be handled with friendly communication and negotiation as our top priority.

Eligible Claim Only for Damaged / Mismatched Goods


The only exception to our final sale rule applies to orders received damaged, broken, or materially inconsistent with the jade shown during live streaming (e.g. non-Type A treated jade, wrong item shipped).

We aim to communicate patiently and resolve your reasonable demands through friendly consultation throughout the whole verification process. Please follow the requirements below for claims:

  1. Kindly inspect your parcel thoroughly right upon delivery. If any issue occurs, please reach out to us within 48 hours after receipt via any of the following channels: our official email orientaljadeite@gmail.com, Facebook Shop Messages or WhatsApp;
  2. Clear unedited original photos/videos showing the full package, product tags, complete jade item and damage evidence are compulsory for us to review your claim efficiently;
  3. Claims submitted over 48 hours after delivery will not be processed under any circumstance;
  4. Items sent back without prior written approval from our customer service will be rejected, and all associated return costs shall be borne by the buyer.

Natural Jade Mineral Characteristics Disclaimer


As natural unprocessed mineral formations, every jadeite stone naturally contains cotton textures, tiny natural fissures, color roots and slight color unevenness. These inherent mineral marks are formed during stone growth and are not classified as defects, which cannot be grounds for return or refund requests. Feel free to message our customer service for consultation if you have any questions.

Non-Returnable Items (All Final Sale)


The below categories are permanently non-refundable and non-exchangeable once dispatched:

  1. All natural Type A jadeite & gem ornaments handpicked by customers during Facebook live sessions (bangles, pendants, bracelets, bead necklaces, gem carvings);
  2. Custom live-selected single jade pieces, one-of-a-kind unique mineral ornaments;
  3. Merchandise under USD 30 without physical gem identification certificates;
  4. Clearance discounted jade items & store gift cards;
  5. Jade products that have been worn, altered, repolished or repackaged after delivery.

Exchanges


We do not offer exchange services for any jade products. If you wish to purchase a different ornament, you may place a new separate order after receiving your current item. Contact our customer service anytime for inquiries about new purchases.

European Union 14-Day Cooling-Off Period Exemption


Per EU Consumer Rights Directive Article 16(c), the legal 14-day withdrawal cooling-off period does not apply to goods individually selected, inspected and confirmed by the consumer via live broadcast before purchase.

Each jade piece is reserved exclusively for you after your live confirmation, classified as bespoke individually selected merchandise. You waive the right of unmotivated 14-day return for change of mind.

This exemption only excludes subjective preference returns. If your goods arrive damaged or do not match the live display, you may submit a claim within the 48-hour inspection window stated above, and we will actively verify and resolve your issue through friendly negotiation.

Refund Processing (Only Verified Damaged/Mismatched Cases)


Once we receive and fully inspect the returned item and approve your valid damage claim:

  1. Full payment will be refunded to your original payment method within 10 business days;
  2. Please allow additional processing time for banks or credit card providers to post funds to your account;
  3. If you have not received your refund 15 business days after claim approval, get in touch with us via orientaljadeite@gmail.com, Facebook Messages or WhatsApp for assistance.

Return Shipping Notice for Approved Damage Claims


For verified defective or wrong-item cases eligible for return:

All return shipping fees, international customs duties, import tax and transit insurance cost to ship jade back to China shall be borne by the buyer. We will provide a designated return address and shipping instructions only after your claim is formally approved by our team. Feel free to discuss any shipping cost-related questions with our customer service for friendly confirmation.