Welcome to https://www.diyjade.com/! We are committed to providing you with an excellent shopping experience and hope that you will be satisfied with every purchase. However, if you need to return a product, the following are the details of our return policy.
1. Return Conditions
- Quality Issues: If the product you received has quality defects, such as damage, workmanship defects, etc. that affect normal use, you can apply for a return within [7] days after receiving the product. Please provide clear photos or videos of the product problem as proof when applying.
- Wrong Product Delivery: If we accidentally send the wrong product, you have the right to request a return. Please contact us within [3] days after discovering the problem and we will handle it for you as soon as possible.
2. Return Process
- Contact Customer Service: Please contact us through the online customer service on our website, customer service email or customer service phone. State your order number and reason for return, and follow the customer service instructions for subsequent operations.
- Submit Application: After communicating with customer service, you need to submit a return application on our designated return application page. Fill in the relevant information and upload the necessary supporting materials (such as photos of quality problems, etc.).
- Waiting for review: We will review your application within [3] working days after receiving it. The review results will be notified to you via email or internal message.
- Returning goods: If approved, we will provide you with a return address and detailed return instructions. Please arrange the logistics to return the goods to the designated address and keep the logistics order number and relevant receipts. Please ensure that the goods are properly packaged during the return to avoid secondary damage during transportation.
3. Refund method
- Once we receive the returned goods and confirm that they are correct, we will process the refund within [3] working days. The refund will be returned according to your original payment method. If you paid by credit card, the refund will be returned to your credit card account; if you used a third-party payment platform (such as PayPal, etc.), the refund will be returned to the corresponding third-party payment account.
- Due to the differences in processing time between different payment platforms, the actual arrival time may be delayed. Generally, credit card refunds may take 3-10 working days to arrive, and third-party payment platform refunds may take 1-5 working days to arrive. Please be patient. If you have not received your refund after the expected time, please contact our customer service staff for assistance.
4. Shipping Costs
- Quality Issues or Wrong Product Delivery: We will cover the return shipping costs for returns due to quality issues or wrong product delivery. Please communicate with us before making a return and follow our instructions to select the appropriate shipping method. We will then reimburse you based on the actual shipping costs, which will be included in your refund.
- Non-Quality Issues or Wrong Product Delivery: If the return is due to personal reasons (such as dislike or change of mind), you will be responsible for the return shipping costs.
5. Notices
- Please properly store the product and all accessories, gifts, and packaging. Missing or damaged items may affect the review of your return request.
- Please ensure that the shipping tracking number of the returned product is accurately entered and promptly provided to us so that we can track the return.
- If you encounter any problems or have any questions during the return process, please feel free to contact our customer service team and we will be happy to assist you.
- https://www.diyjade.com/ reserves the right of final interpretation of this Return Policy. We reserve the right to adjust this policy based on actual operational circumstances, and any adjusted policies will be promptly posted on our website.
6. Return Address: 795 Manchester St, Lexington, KY 40507, United States