Refund & Return Policy – Jade & Co

Last Updated: December 2025

Thank you for shopping with Jade & Co.
We appreciate your purchase and want to ensure that you have a smooth and enjoyable shopping experience.
Please read our Refund & Return Policy carefully before making a purchase from https://jade.txmails.com.

1. Overview

This policy outlines how refunds, exchanges, and returns are processed for products purchased from Jade & Co.
By placing an order through our website, you agree to the terms listed here.

If you have any questions, contact us at:
📧 jade@txmails.com
📞 250.566.5445
📍 422 Richards St, Vancouver BC V6B 2Z4, Canada

2. Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unworn, and returned in its original packaging
  • The return request must be made within 14 days of receiving your order
  • You must provide proof of purchase (order number or email confirmation)

Non-returnable items include:

  • Earrings (due to hygiene reasons)
  • Personalized or custom-made jewelry
  • Items purchased during clearance or final sale
  • Gift cards or digital products

If an item shows signs of wear, damage, alteration, or misuse, it will not qualify for a return.

3. Refund Process

Once your return is received and inspected:

  • You will receive an email notification confirming approval or denial
  • If approved, a refund will be issued to your original payment method
  • Refund processing may take 5–10 business days, depending on your bank or payment provider

Shipping costs are non-refundable, unless the return is due to our error.

4. Exchanges

We allow exchanges for:

  • Incorrect size
  • Wrong item received
  • Defective or damaged products

Exchange requests must be submitted within 14 days of delivery.
The replacement will be shipped once we receive and inspect the returned item.

If the requested exchange item is out of stock, we will offer:

  • A refund, or
  • Store credit

5. Damaged or Defective Items

If you receive a defective, damaged, or incorrect item:

Please contact us within 48 hours of delivery with:

  • A description of the issue
  • Photos or videos showing the damage
  • Your order number

We will cover the cost of replacement shipping if the error is on our side.

6. Return Shipping Costs

  • Customers are responsible for return shipping fees
  • We strongly recommend using a trackable shipping service
  • We are not responsible for lost or stolen return packages

If the return is due to an error from Jade & Co, we will provide a prepaid return label.

7. Order Cancellation

You may request cancellation within 2 hours of placing your order, as we start processing quickly.

After that period, cancellation may not be possible if the order has already been shipped.

8. International Orders

For international customers:

  • Customs fees, import duties, or taxes are not refundable
  • Return shipping from outside Canada is at the customer’s expense
  • Delivery times may vary based on customs and destination country

9. Contact Us

For any refund or return inquiries, please reach out to:

Jade & Co
📍 422 Richards St, Vancouver BC V6B 2Z4, Canada
📧 Email: jade@txmails.com
📞 Tele: 250.566.5445

We are here to help and ensure a smooth return experience.