Return Policy

Hidden Jade Pavilion: Return Policy (Store Credit Only)

At Hidden Jade Pavilion, we are committed to offering exquisite jade jewelry and exceptional customer care. While we hope you cherish each piece, we understand that sometimes returns are necessary. To honor both our clients and the unique nature of our handcrafted collection, we offer a store credit-based return policy.

Return Window:

  • 3-Day Notification: You must initiate a return within 3 days of receiving the package.
  • 7-Day Shipping Requirement: Once approved, ship the item within 7 days of receiving your Return Authorization.
  • 30-Day Return Completion: The entire return process must be completed within 30 days from the delivery date.

Conditions for Return:

  • Eligibility: To ensure a smooth return process, all returned items must be in pristine condition, meaning:
    • Unused and unworn
    • Unaltered (no resizing or modifications)
    • Free of scratches, chips, cracks, or any signs of wear. 
    • Complete with original packaging, certificates, and all accompanying documents and materials. 
    • We understand that packaging may show signs of handling during your inspection. However, to uphold the integrity of our curated collection, items must be suitable for return to our showcase in confidence.
  • Exclusions:
    • Final Sale Items: Products marked as "Final Sale" cannot be returned.
    • Custom Orders: Personalized items are crafted just for you and cannot be returned.
    • Documentation Required: All returns must include the original packaging, certificates, and documentation. Returns missing any of these components will not be accepted.

Return Shipping:

  • Customer Responsibility: You are responsible for return shipping costs unless the item is received defective or incorrect.
  • Prepaid Labels for Errors: If the return is due to an error on our part, we will provide a prepaid shipping label to facilitate the return process.

Restocking Fees:

  • 5% Restocking Fee: If items are returned in their original condition.
  • Up to 25% Fee: For items returned with minor signs of wear that do not significantly reduce their value, a restocking fee of up to 25% may be applied. This fee covers inspection, cleaning, and necessary repairs to restore the item to a sellable condition. It helps ensure we can continue offering high-quality products to all our customers.
  • Special Handling Fee: For items returned in poor or damaged condition that prevents resale, such as significant damage or missing components, a fee will be assessed to cover necessary restoration or loss. This fee is applied in rare cases to protect against misuse of our return policy.

Store Credit Policy:

All eligible returns are issued as store credit only. This approach allows you the flexibility to select another piece you truly love, whenever you're ready.

  • Store credits are issued as digital gift cards within 7–10 business days after the return is received and approved.
  • Store credits never expire and can be used on any future Hidden Jade Pavilion purchase.
  • All returns are processed as store credit only. Refunds to original payment methods are not available.

We appreciate your understanding that, due to the unique and delicate nature of jade jewelry, this policy helps us maintain the integrity of our curated collection and continue offering exceptional pieces to our community.

Initiating a Return:

  1. Request a Return: Click the link below to request an access code to access your account and initiate a return: https://shopify.com/83642351896/account
  2. Returns Center: Navigate to our Returns Center via your account dashboard.
  3. Submit Your Return Request: follow the instructions by entering your order number and email address.
  4. Select Return Items: Choose the items and specify the reason for your return.
  5. Receive Return Authorization: Upon approval, you will receive an email with detailed return instructions and a Return Authorization (RA) number.
  6. Ship Your Return: Securely package and ship the item back using the recommended shipping method in our instructions.

Exchanges:

  • Direct Exchange: We currently do not offer direct exchanges. If you wish to receive a different item, please return your original purchase for a refund and place a new order for the desired item. This process ensures that your new order is handled promptly and accurately.

Damaged or Defective Items:

·        Unboxing Video Required: To ensure fair resolution, always video-record the unboxing process.

·        Report Within 48 Hours: If your item is damaged or defective, email us at info@hiddenjadepavilion.com with your order number, a description of the issue, and the video.

·        Prompt Resolution: We’ll work with you to arrange a return, replacement (if available), or store credit.

Customer Support:

  • Need Help? Contact us at any time through info@hiddenjadepavilion.com. We're here to ensure your satisfaction with every purchase.

Thank You for Choosing Hidden Jade Pavilion

We are dedicated to providing you with the highest quality jade jewelry and exceptional customer service. Your satisfaction is our priority!