Refund policy
Return, Exchange & Refund Policy
1. Request Period
You must contact us and submit a return or exchange request within 7 calendar days after receiving the parcel.
If approved, the item must be shipped within 7 calendar days after approval, and a valid tracking number must be provided. Requests or returns outside these periods may be rejected. Items returned without prior approval may not be accepted or refunded.
2. Return Conditions
Returned items must be unworn, unused, unaltered, scratch-free and undamaged. The original gift box, polishing cloth, GTC appraisal certificate, labels, gifts and all accessories must be returned complete. The item and certificate number must match the original order.
Returns requested because of a change of mind or personal preference are subject to our approval and are not automatically accepted. If approved, the customer is responsible for all return shipping, insurance, customs duties, taxes and clearance fees.
Items showing wear, alteration, damage, missing accessories or other loss of value may be rejected or subject to a reasonable refund adjustment as permitted by applicable law.
3. Natural Jadeite Characteristics
Natural stone veins, cotton-like inclusions, color roots, mineral spots and variations in color or texture are natural characteristics of jadeite and are not defects.
Reasonable differences caused by lighting, screens, photography, manual measurement or hand carving do not constitute a product defect or material misdescription. Personal expectations or preferences alone do not establish that an item is materially different from its description.
4. Incorrect, Damaged or Materially Different Items
An item is considered materially different only when there is a significant and objectively verifiable difference in key information confirmed at purchase, such as style, quantity, material, measurements or specifications.
If you receive an incorrect item, the parcel arrives damaged, or the product has a verified undisclosed issue, please contact us within 48 hours after delivery.
Please provide clear photos and, whenever possible, a complete, continuous and unedited unboxing video showing the unopened parcel, shipping label, seals, opening process, product, certificate, accessories and reported issue. Keep all original packaging until the review is complete.
Evidence does not guarantee automatic approval. We may review order records, product-page information, photos, videos, logistics records and the returned item, or request additional evidence or third-party appraisal. The absence of an unboxing video does not remove rights provided by applicable law, but it may limit our ability to verify the claim.
If the issue is confirmed as our responsibility, we may provide replacement, reshipment, full or partial refund, or reasonable standard return shipping costs approved by us in writing before shipment.
5. Return Shipping
Do not return an item before receiving our written approval and return instructions. We do not accept cash-on-delivery or freight-collect returns.
For returns not caused by seller error, the customer is responsible for all international return shipping, insurance, customs duties, taxes and clearance fees. A trackable and appropriately insured shipping service must be used, and the customer is responsible for loss or damage during return transit.
For verified seller-error cases, only reasonable standard shipping costs approved by us in writing before shipment will be reimbursed. Unapproved expedited shipping, additional insurance, customs duties or other expenses will not be reimbursed.
6. Inspection and Refunds
After receiving the returned item, we normally complete our inspection within 3–5 business days. If approved, the refund will normally be issued to the original payment method within another 3–5 business days.
After issuance, the customer’s bank or payment provider may require approximately 5–10 additional business days to display the refund. If the refund has not arrived after this period, please contact your bank first and then contact us for assistance.
7. Custom Items and Consumer Rights
Custom or personalized items, including engraving, resizing, special setting, cord braiding or products made to specific requirements, cannot be cancelled, returned or exchanged after production begins.
This restriction does not apply to verified defects, transit damage, incorrect items or material differences from the customization details confirmed in writing. Custom-item restrictions will be clearly disclosed before purchase.
This policy does not exclude mandatory consumer rights. If applicable law provides a longer return period or greater protection, those mandatory requirements will apply.
退货、换货与退款政策
1. 申请期限
顾客必须在签收包裹后的 7 个自然日内联系我们并提交退货或换货申请。
申请获得批准后，商品必须在批准之日起 7 个自然日内寄出，并提供有效的物流单号。超过上述期限的申请或退件可能不予受理。未经事先批准而直接寄回的商品，可能不予接收或退款。
2. 退货条件
退回商品必须保持未佩戴、未使用、未经改动、无划痕且无损坏。原礼盒、擦玉布、GTC 鉴定证书、标签、赠品及所有附件必须完整退回，商品及证书编号必须与原订单一致。
因改变主意或个人喜好提出的退货申请需要经过审核，并不代表会自动获得批准。如获批准，退回运费、运输保险费、关税、税费及清关费均由顾客承担。
如商品存在佩戴痕迹、被改动或损坏、附件缺失或其他价值减损，我们可能拒绝退货，或在适用法律允许的范围内合理调整退款金额。
3. 翡翠天然特征
天然石纹、棉絮、色根、矿点，以及颜色和纹理差异均属于翡翠的天然特征，不属于商品缺陷。
因灯光、屏幕、拍摄环境、手工测量或手工雕刻产生的合理差异，不构成商品缺陷或描述重大不符。顾客的主观预期或个人喜好本身，不能证明商品与描述存在重大差异。
4. 错发、破损或与描述存在客观重大不符
只有当商品在下单时确认的款式、数量、材质、尺寸或规格等关键信息上存在可客观核实的重大差异时，才视为与描述重大不符。
如收到错误商品、包裹到货时已经破损，或商品经核实存在未披露的问题，请在签收后 48 小时内联系我们。
请提供清晰照片，并尽可能提供完整、连续且未经剪辑的开箱视频，清楚显示未拆封包裹、快递面单、封口状态、开箱过程、商品、证书、附件及所报告的问题。售后审核完成前，请保留所有原始包装。
提交证据不代表申请自动获得批准。我们可能核对订单记录、商品页面、照片、视频、物流记录及退回商品，或要求补充证据及第三方鉴定。没有开箱视频不会取消适用法律赋予顾客的权利，但可能影响我们核实相关问题的能力。
经核实属于卖家责任后，我们可能提供更换、补发、全额或部分退款，或承担寄出前经我们书面批准的合理标准退回运费。
5. 退货寄送
收到我们的书面批准及退货指引前，请勿自行寄回商品。本店不接受到付退件。
对于非卖家责任导致的退货，全部国际退回运费、运输保险费、关税、税费及清关费均由顾客承担。顾客必须使用可追踪且具有适当保险保障的运输方式，并承担退回途中发生的遗失或损坏风险。
对于经核实属于卖家责任的情况，仅报销寄出前经我们书面批准的合理标准运费。未经批准的加急运费、额外保险费、关税或其他费用不予报销。
6. 检查及退款
收到退回商品后，我们通常会在 3–5 个工作日内完成检查。退款获批后，通常会在之后的 3–5 个工作日内通过原付款方式发起退款。
退款发出后，银行或支付机构通常还需要约 5–10 个工作日完成入账。如超过该期限仍未到账，请先联系银行或发卡机构，再联系我们协助查询。
7. 定制商品及消费者权利
定制或个性化商品，包括刻字、改尺寸、特殊镶嵌、挂绳编织或按照顾客特别要求制作的商品，在开始制作后不支持取消、退货或换货。
如商品经核实存在质量问题、运输破损、错发，或与双方书面确认的定制要求存在重大不符，则不受上述限制。定制商品的相关限制将在顾客购买前明确说明。
本政策不会排除依法不得被限制的强制性消费者权利。如适用法律规定了更长的退货期限或更高的保护标准，则以相关强制性规定为准。