- The return or exchange request should be made within 7 days of receiving the items, otherwise it is not acceptable.
- You must inform us beforehand about the return via e-mail, and state clearly your order number, what you are returning and the reasons why you are returning these items.
- Once we receive your return request, we will notify you by email. (normally will take 5 working days)
- Please return the items within 3 days (except public holiday) of receiving our reply, and please include a note in the parcel with your order number. It will help our staff to easily identify the items, otherwise it is not acceptable.
- You will be responsible for the return and exchange shipping cost. You must return items by courier prepaid, please remember to ask your courier for a proof of posting certificate and keep it safe for our reference.
- Without this, we cannot issue store credit for exchange if we do not receive your parcel.
- Once your return is received and inspected, we will inform you that we have received your returned items, and notify you of the approval or rejection of your return request by email. If you are approved, we will return the price of the returned items into your designated bank account within 7 working days.
The following items are non-returnable:
- On sale items
- Items have been worn or altered in any way
- Items without all original tags, packaging and other accessories received with the order
Imperial Jadeite reserved the right to change our Return & Exchange Policy without prior notice. If the return items in question do not meet our standards, we reserved the right to refuse return or exchange.
All items are inspected before being sent out to customers to ensure good quality of your purchase orders. In case of manufacturing fault, please inform us and attach photos of faulty items to request a return & replacement. We bear the return shipping cost and replacement will send to you as soon as possible. Please note that we can only arrange replacement for the same product, if that item is no longer available, you will receive full refund for the faulty items.
The following conditions are not considered to be faulty:
- Damage as a result of wear or wash
- Color discrepancy: product color may be slightly different when viewing with different monitors. Individual perception of color and lighting effect when product photo shooting will also affect products displayed in the pictures.
- Size and color tolerance: every jadeite is unique and hence color and exact size may vary