Refund policy

Customs & Import Taxes

Buyers are responsible for any applicable customs and import taxes. We are not responsible for delays caused by customs processing.

Returns & Exchanges

Final Sale Items

  • No returns, exchanges, or refunds.
  • Please contact us if you encounter any issues with your order.

Regular Items

  • The original shipping cost (US$8.99 for U.S. customers, CA$14.99 for Canadian customers) is non-refundable, even for items with free shipping.
  • Buyers are responsible for return shipping costs.

Returns & Cancellations

  • Returns: Contact us within 3 days of delivery.
  • Ship returns back within 7 days of delivery.
  • Cancellations: Request a cancellation before the item is shipped.
  • Exchanges: Not accepted.

To start a return, please contact us at allaboutjadecanada@gmail.com. If your return is approved, we will provide detailed instructions on where and how to send your package. Unapproved returns will not be accepted.

Non-Returnable Items

Due to the nature of these products, we cannot accept returns or exchanges unless the item arrives damaged or defective:

  • Custom or personalized orders
  • Sale items
  • Gift cards

Return Conditions

  • Buyers are responsible for return shipping costs.
  • If the item is not returned in its original condition, the buyer will be responsible for any loss in value.
  • If a package is returned due to an incomplete or incorrect address provided by the buyer, an additional US$14 fee will be deducted along with the original shipping cost.

Damages & Issues

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately so we can address the issue.

If your package arrives damaged:

  • Take clear photos of the damaged package and item.
  • Keep the damaged item and packaging for further action.

Refunds

  • Refunds will only be issued after we receive and inspect the returned item.
  • Once approved, refunds will be processed to your original payment method.
  • Please note that it may take some time for your bank or credit card company to complete the transaction.

For any questions regarding returns, feel free to contact us at allaboutjadecanada@gmail.com.