Refunds & Returns Policy

Joy of Jade's top priority is our customer satisfaction. You may return your Online order up to 14 days after receipt. To return your order please proceed as follows:

STEP 1:
To register your return, please e-mail to customerservice@joyofjade.com to get information about your request.

STEP 2:
Please write your online order number, the product’s code (which you would like to return) and the reason about it. Customer Service will send QR code or return label to your email address for sending the product free.

STEP 3:
Pack the item(s) to be returned in the original carton using the original packaging materials.

STEP 4:
Fill in the return form and return the form with the merchandise. Include the number of returned articles and the reason for return. It is very important that you include the return form with your package so that we can process your return.

STEP 5:
Return the parcel according to the instructions of your chosen return carrier.

STEP 6:
Keep the proof of return postage.

STEP 7:
Allow approximately 14 working days for the return process. Once your Online return has been processed, you will receive a return confirmation email and the refund will be processed. Refunds can take up to 10 working days to show on your account. You can track your return parcel with the link provided by the return carrier.

Exchanging Order; It is not possible to replace, nor exchange, returned products. Unwanted items would need to be returned per our returns policy. Please place a new online order for the correct product you need.

Returns on Sale Item; Our returns policy covers all items including those on promotion or sale.

Bundle and set return; For items which come in a single box (“normal set”), if you wish to return any of the items within the normal set, you will have to return all the items that were part of the normal set.  Joy of Jade will not accept returns of individual items within the normal set and will only accept returns of the entire normal set.

For bundle-promotional sets, where you enjoy a promotion or discount because of purchasing one or more items (e.g., buy 3 items and get 10% off each item or where savings for each product are stated), you can return any of the items purchased separately. 

However, in case you choose to return any items purchased as a bundled set, kindly note that Joy of Jade will adjust the promotional price by charging you the regular price for the remaining items that you purchased as part of the bundle. Accordingly, Joy of Jade will deduct from the amount to be refunded to you (i.e., the discounted price paid for the item(s) in the bundle that you have returned) the difference between the regular price and the discounted price of the remaining items in the bundle that you do not return.