Refund policy

We have a 30-day return policy. You have 30 days after receiving an eligible item to request a return.

To qualify, the item must be unused, unopened where applicable, in the same condition in which it was received, with any tags, seals, accessories, and original packaging. Proof of purchase is required.

To request a return, email support@thejadecase.com before sending anything back. If the return is approved, we will provide instructions and the authorized return location. Returns sent without prior approval may not be accepted.

Return shipping
For returns based on preference, fit, or a change of mind, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by law. We recommend using a trackable shipping service because we cannot guarantee receipt of a return package.

If an item is defective, arrives damaged, or is incorrect, please contact us promptly with your order number and clear photos of the item and packaging. After review, The Jade Case will provide an appropriate remedy, which may include a replacement, refund, or prepaid return instructions, at no additional cost to you where required.

Non-returnable items
For health and hygiene reasons, opened or used cosmetics, skincare products, body oils, masks, personal-care products, and tools that contact the skin cannot be returned unless they are defective, damaged, or incorrect. Gift cards, personalized items, and final-sale items are also non-returnable, except where applicable law requires otherwise.

Order changes and cancellations
Please contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes or cancellation after an order has entered processing or shipped. If we are able to cancel before shipment, the order will be refunded to the original payment method.

Exchanges
We do not offer direct exchanges. The fastest way to obtain a different item is to request a return for an eligible item and place a separate order after the return is approved.

Refunds
We will notify you after an approved return is received and inspected. If the refund is approved, it will be issued to the original payment method within 10 business days. Your bank or card issuer may require additional time to post the refund. If more than 15 business days have passed since approval, contact support@thejadecase.com.

Packaging variations
Product packaging, labeling, color, or minor design details may vary from website images. If the item you receive materially differs from the product ordered, please contact us so we can review and resolve the issue.