At Rissdon Jade, we are committed to your complete satisfaction with every purchase of our natural Grade A jadeite jewelry. This Return & Refund Policy outlines the terms and conditions for returns, exchanges, and refunds. Please read this policy carefully before making a purchase.
1. 7-Day Return Policy
You may return any eligible item within 7 days from the date of delivery. The 7-day period begins on the day after you receive your order. To be eligible for a return, your item must meet the conditions set forth in Section 2 below.
If you wish to initiate a return, please contact us at hello@rissdon.com within the 7-day return window with your order number and the reason for the return. We will provide you with a Return Authorization and instructions for sending the item back.
Please note: Items returned without prior authorization may be delayed or refused. Always contact us first to obtain a Return Authorization number before shipping any item back to us.
2. Return Conditions
To be eligible for a return, your jade jewelry item must meet all of the following conditions:
a) Condition
The item must be unworn, unused, and in the same condition that you received it. It must be free from scratches, chips, cracks, or any other damage not present at the time of delivery.
b) Packaging
The item must be returned in its original packaging, including all boxes, pouches, and presentation materials.
c) Documentation
All original documentation must be included, such as the CMA/CNAS certificate of authenticity, product care card, and any other materials provided with your purchase.
d) Accessories
Any complementary items, such as chains, earring backs, or display stands included with your purchase, must be returned together with the main product.
e) Tags
All product tags and labels must remain attached to the item.
Items that do not meet these conditions may be refused or subject to a restocking fee at our discretion.
3. Non-Returnable Items
The following items are not eligible for return or exchange:
- Custom or personalized jewelry made to your specifications
- Earrings, for hygiene and safety reasons (unless defective or damaged upon delivery)
- Items that have been worn, altered, resized, or repaired by a third party
- Items damaged due to improper care, accidents, or misuse
- Gift cards or promotional items
- Items purchased during final sale or clearance events (if applicable)
- Items returned outside the 7-day return window (however, the 30-Day Quality Guarantee in Section 7 may still apply)
4. Return Process
To initiate a return, please follow these steps:
Step 01
Contact us at hello@rissdon.com within 7 days of delivery. Include your order number, the item(s) you wish to return, and the reason for the return.
Step 02
Wait for authorization. We will review your request and, if eligible, issue a Return Authorization (RA) number along with the return shipping address and instructions.
Step 03
Package the item securely in its original packaging, including all certificates, accessories, and documentation. Clearly mark the RA number on the outside of the package.
Step 04
Ship the item to the return address provided. We recommend using a trackable shipping method and purchasing shipping insurance for items valued over $100. Rissdon Jade is not responsible for items lost or damaged in transit during return shipping.
Step 05
Receive confirmation. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your return via email.
Important: Please do not send your item back without first obtaining a Return Authorization number. Items returned without an RA number may be delayed or refused.
5. Refund Processing Time
If your return is approved, we will process your refund as follows:
a) Method of Refund
Refunds will be issued to the original payment method used for the purchase (credit card, PayPal, or other payment method).
b) Processing Time
Once we receive and approve your returned item, the refund will be processed within 5–10 business days. Please note that your bank or payment processor may take additional time to post the refund to your account.
c) Refund Amount
You will be refunded the full purchase price of the item(s), minus any original shipping charges and return shipping costs (unless the return is due to our error or a defective product).
d) Partial Refunds
In some cases, partial refunds may be issued if the returned item is not in its original condition, is damaged, or is missing parts not due to our error. We will notify you before processing a partial refund.
6. Exchange Policy
If you wish to exchange an item for a different product, size, or style, please follow the return process outlined in Section 4 and indicate your exchange preference when contacting us.
- Availability: Exchanges are subject to product availability. If the requested exchange item is unavailable, we will process a refund instead.
- Price Differences: If the exchange item is priced higher than the original item, you will be charged the difference. If the exchange item is priced lower, we will refund the difference.
- Timeframe: Exchange requests must be made within the 7-day return window.
- Condition: The item being exchanged must meet all return conditions outlined in Section 2.
7. 30-Day Quality Guarantee
In addition to our 7-day return policy, we offer a 30-Day Quality Guarantee on all jade jewelry purchases. This guarantee covers manufacturing defects and quality issues that may become apparent within 30 days of delivery.
a) What is Covered
- Loose or missing stones
- Prong or setting issues
- Clasp or closure malfunctions
- Cracks or structural defects not caused by user damage
- Any manufacturing defect affecting the integrity or wearability of the jewelry
b) What is Not Covered
- Damage caused by improper care, impact, or exposure to chemicals
- Normal wear and tear
- Modifications or repairs performed by third parties
- Issues arising from the natural variation of jadeite (color, texture, pattern)
- Damage from loss or theft
c) How to Claim
If you believe your item has a manufacturing defect, contact us at hello@rissdon.com within 30 days of delivery with your order number, a description of the issue, and photographs of the defect. We will evaluate your claim and, if approved, offer a repair, replacement, or refund at our discretion.
8. Shipping Costs
a) Return Shipping
The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective product) or a quality issue covered under the 30-Day Quality Guarantee.
b) Original Shipping
Original shipping charges are non-refundable, except in cases where the return is due to our error or a defective product.
c) Exchange Shipping
For exchanges, the customer is responsible for shipping the original item back to us. We will cover the shipping cost of sending the exchange item to you.
d) Insurance
We strongly recommend insuring all return shipments. Rissdon Jade is not liable for items lost or damaged during return transit.
9. Damaged or Defective Items
If you receive a damaged or defective item, please follow these steps:
a) Notification
Contact us at hello@rissdon.com within 48 hours of delivery. Include your order number, a description of the damage or defect, and clear photographs of the item and packaging.
b) Assessment
We will review your claim and respond within 2 business days. If the damage or defect is confirmed, we will arrange for a replacement, repair, or full refund at no cost to you, including return shipping.
c) Packaging
Please retain all original packaging, including the shipping box, as it may be needed for the return or insurance claim process.
d) Proof of Purchase
A valid order number or proof of purchase is required for all damaged or defective item claims.
e) Carrier Claims
If the item was damaged during shipping, we will file a claim with the shipping carrier on your behalf. Your cooperation in providing photographs and documentation will help expedite the process.
10. Contact Us
If you have any questions about our Return & Refund Policy or need assistance with a return, exchange, or quality claim, please contact us:
Our customer service team is dedicated to ensuring your complete satisfaction with every Rissdon Jade purchase. We will respond to all inquiries within 24–48 business hours.