At Jade Essential Store, your satisfaction is our top priority. We want you to love every product you purchase from us. However, we understand that there may be occasions when you need to return an item. Please review our detailed refund and return policy below:
Returns:
- You may return most new, unopened items within 30 days of delivery for a full refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all tags and labels intact.
- To initiate a return, please contact our customer service team at [email address] with your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number and further instructions on how to proceed with your return.
- Once you have received your RMA number, please securely package the item and ship it back to us at the address provided. You will be responsible for paying the return shipping costs, unless the return is a result of our error (e.g., you received an incorrect or defective item).
- Please note that we recommend using a trackable shipping service or purchasing shipping insurance for your return. We cannot guarantee that we will receive your returned item.
Refunds:
- Once your return is received and inspected, we will send you an email notification to inform you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days. Please note that it may take additional time for your bank or credit card company to process the refund and post it to your account.
- If your return is rejected (e.g., the item does not meet our return criteria), we will notify you via email and return the item to you at your expense.
Exchanges:
- We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same item, please contact us at [email address] with your order number and details of the issue. We will assist you in replacing the item promptly.
- If you would like to exchange an item for a different size, color, or style, you will need to return the original item for a refund and place a new order for the desired item.
Non-Returnable Items:
- Certain items are not eligible for return or exchange due to hygiene and safety reasons, including but not limited to, opened skincare and beauty products, intimate apparel, and perishable goods.
- Gift cards and downloadable software products are also non-returnable and non-refundable.
Damaged or Defective Items:
- If you receive a damaged or defective item, please contact us immediately upon receipt. We will arrange for a replacement or refund, depending on the circumstances. We may require photo evidence of the damage or defect to process your request.
Refund Exceptions:
- In some cases, there may be exceptions to our refund policy, such as items purchased during a sale or promotion, custom-made or personalized items, and clearance or final sale items. Please refer to the specific terms and conditions of the sale or promotion for details on eligibility for refunds.
Cancellations:
- If you need to cancel an order, please contact us as soon as possible. We will make every effort to accommodate your request, but please note that orders that have already been processed and shipped cannot be cancelled.
Contact Us:
- If you have any questions or concerns regarding our refund and return policy, please contact our customer service team at info@jadeessentials.com. We are here to assist you and ensure that your shopping experience with Jade Essential Store is positive and hassle-free.
By placing an order with Jade Essential Store, you agree to abide by the terms and conditions of this refund and return policy. We reserve the right to update or modify this policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. Please check this page periodically for updates.