Refund & Return Policy

Return Window

We offer a 30-day return window starting from the carrier-confirmed delivery date shown on the shipment tracking record.

Return requests must be submitted within this period. Requests submitted after the 30-day window may be declined at the merchant’s discretion.

Return Authorization (RMA)

All returns must be pre-approved.

Customers must contact us before sending any item back.

Items returned without pre-approval may be refused and returned to the sender without refund.

Once an RMA is issued:

  • Items must be shipped within 5 calendar days
  • The return must be delivered within 14 calendar days from the authorization date

Returns outside these timelines may be declined.

Restocking Fee

Due to the specialized handling, authentication, and insurance required for natural jadeite jewellery, a 15% restocking fee applies when the total value of returned merchandise equals or exceeds $500 USD.

This applies to:

• any individual item priced at $500 USD or above
• multiple items returned from the same order totaling $500 USD or more
• combined or split returns submitted by the same customer where the total returned value reaches $500 USD or more

The restocking fee will be deducted from the final refund amount.

Condition of Returned Items

Returned items must be:

• unused
• unworn
• unaltered
• in original packaging with all components

This includes:

  • certificates 
  • free gifts
  • tags and accessories

Items showing signs of wear, alteration, damage, missing components, or improper packaging may be refused or subject to partial refund at the merchant’s discretion.

Non-Returnable Items

The following items are not eligible for return or refund:

  • customized or personalized items
  • made-to-order pieces
  • items modified, repaired, resized, or engraved by another jeweller

Natural Jade Characteristics

Natural jadeite is a unique gemstone. Variations in color, texture, translucency, and internal structure are inherent characteristics of genuine natural jade and are not considered defects.

Product images are provided for reference, but variations may occur due to lighting, display settings, and the natural properties of the stone.

Returns based solely on natural characteristics or subjective expectations will not be accepted.

Damage or Defect Claims

Any claims regarding damage, defects, or discrepancies must be reported within 3 days of carrier-confirmed delivery and supported by clear photographic evidence of the item, packaging, and shipping label.

Claims submitted after this period or without sufficient documentation may not be eligible for resolution.

Return Shipping

Customers are responsible for:

  • return shipping costs
  • insurance coverage
  • secure packaging

All returns must be shipped using a tracked shipping service to ensure delivery confirmation.

Original outbound shipping costs are non-refundable and may be deducted from the refund amount.

Inspection & Processing

All returned items undergo detailed inspection upon receipt.

Once approved:

  • refunds are processed within 2–4 business days
  • funds may take 5–9 business days to appear depending on your bank or card issuer

Refund Conditions

Refunds are issued to the original payment method only.

For partial returns:

  • only returned items will be refunded
  • any missing free gifts will be deducted at their listed value

Certificates issued with the item are non-refundable and non-exchangeable.

Sequential Return Processing

For customers with multiple orders, return requests may be reviewed and processed sequentially based on delivery timelines and case review requirements.

Receipt Documentation

To protect both the customer and the merchant, we recommend documenting the unboxing process upon delivery.

Photographic evidence of the original package condition may be required to support any damage or discrepancy claim.

Repair & Resizing

We offer a 2-Year Warranty covering:

  • re-polishing and cleaning
  • gemstone tightening
  • rhodium re-plating

Within 30 days of delivery:

  • repair services are provided at no cost
  • return shipping is the responsibility of the customer

After 30 days:

  • all shipping and insurance costs are borne by the customer

Contact

For return authorization or assistance, please contact our Customer Service Team:

Email: matt@granskyjewellery.com
Phone: +852-68839628