Our Refund & Return Promise
We want you to love your jade piece as much as we love sourcing it for you. That is why we have established a clear, fair return policy that protects your investment while ensuring every piece finds its perfect home. Please read this policy carefully before placing your order.
14-Day Return Window
We offer a 14-day return period from the date of delivery. We understand that purchasing jade online requires trust, and we take that responsibility seriously. If your piece is not everything you had hoped for, we are here to assist you.
Return Conditions
To maintain the exceptional quality standards you expect from CT Jewel, all returns must meet the following criteria:
- Unworn — The piece must show no signs of wear
- Unaltered — No modifications, resizing, or custom changes
- Original packaging — All original boxes, pouches, and materials must be included
- Complete documentation — All certificates and authenticity cards must be included
Restocking Fee
A 15% restocking fee applies to all eligible returns. This fee covers the cost of re-inspection, professional cleaning, and re-listing your piece. We believe this is fair and enables us to maintain the quality standards our customers expect.
Return Shipping
- Return shipping costs are the responsibility of the buyer
- We strongly recommend insured shipping — jade is precious, and accidents can happen in transit
- Original shipping fees are non-refundable
Refund Processing
Once we receive and inspect your returned item, refunds will be processed within 5–10 business days to your original payment method. You will receive an email confirmation when your refund has been initiated. Please note that it may take an additional 5–10 business days for the refund to appear on your statement, depending on your payment provider.
Items Not Eligible for Return
The following items cannot be returned:
- Custom-ordered pieces — including engravings, special sizing, or personalized designs
- Items that have been worn, altered, or damaged by the customer
- Items returned without original packaging, certificates, or authenticity documentation
- Items returned after the 14-day return window
Exchanges
We offer exchanges for a different size or style. To exchange an item, please return your current piece following the process below and place a new order for your preferred option. Exchanges are subject to availability.
Damaged or Defective Items
If your jade arrives damaged or with a defect, please contact us within 7 days of delivery. Send clear photographs showing the damage to info@ct-jewel.com, and we will:
- Issue a full refund including return shipping costs
- Work with you to understand what went wrong and prevent future issues
We take responsibility for pieces that do not meet our quality standards upon arrival. We are not responsible for damage caused during wear, improper storage, or accidents after delivery.
How to Initiate a Return
- Contact us by email at info@ct-jewel.com with your order number and reason for return
- Wait for your RMA number — returns without a valid Return Merchandise Authorization (RMA) number will not be accepted
- Ship your return with insurance and tracking within 5 business days of receiving your RMA number
- Keep your tracking number on file until your refund is confirmed
Non-Refundable Items
The following are non-refundable: original shipping charges, customs duties and taxes (for international orders), return shipping charges, and insurance fees for return shipments.
Questions?
We are here to help. Email us anytime at info@ct-jewel.com and we will respond within 24 hours.
Last updated: May 2026