Refund policy
Return and Refund Policy
Last updated: September 15, 2026
Thank you for shopping with DIY Jade. We want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return or exchange within 30 days of delivery, subject to the terms below.
1. 30-Day Return and Exchange Period
You have 30 calendar days from the date your order is delivered to request a return or exchange.
To start a return or exchange, please contact us at support@diyjade.com with:
- Your order number;
- The name of the item you would like to return or exchange;
- The reason for the return or exchange; and
- Photos of the item, if it is damaged, defective, or incorrect.
Please do not send items back before receiving return instructions from us. Items returned without prior approval may not be accepted.
2. Return Eligibility
To be eligible for a return, the item must:
- Be returned within 30 days of delivery;
- Be unused and unworn;
- Be in the same condition in which you received it;
- Include all original tags, packaging, and accessories; and
- Include proof of purchase or the original order information.
We reserve the right to refuse a return if the item shows signs of use, wear, damage, alteration, or damage caused after delivery.
3. Non-Returnable Items
The following items cannot be returned unless they arrive damaged, defective, incorrect, or otherwise required by applicable law:
- Custom-made or personalized items;
- Items made specifically according to a customer’s instructions;
- Gift cards; and
- Items clearly marked as final sale.
If you are unsure whether an item is eligible for return, please contact us before sending it back.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at support@diyjade.com. Please include your order number and clear photos of:
- The item;
- The shipping package;
- The shipping label; and
- Any visible damage or defect.
If we confirm that the issue was caused by a manufacturing defect, shipping damage, or an error on our part, we will provide an appropriate resolution, which may include a replacement, exchange, or full refund. We may also provide return instructions or a return shipping solution where appropriate.
5. Return Shipping
For returns requested because of a change of mind, incorrect selection, or other reasons not caused by DIY Jade, the customer is responsible for the return shipping cost.
For items that are damaged, defective, or incorrectly sent by DIY Jade, please contact us before returning the item. We will review the issue and provide appropriate return instructions.
Return shipping costs are non-refundable unless the return is caused by an error, defect, or other circumstance for which DIY Jade is responsible, or unless otherwise required by applicable law.
6. Free Shipping Promotions
Eligible domestic and international orders with a merchandise subtotal of $69 USD or more qualify for free standard shipping, subject to the terms of our Shipping Policy.
Free shipping applies to delivery of the order only. It does not automatically cover the cost of returning an item. For customer-requested returns, the customer remains responsible for return shipping unless otherwise stated in this policy or required by applicable law.
The $69 minimum is calculated after discounts have been applied and before shipping fees, taxes, customs duties, and other additional charges.
7. Exchanges
You may request an exchange within 30 days of delivery if the item meets the return eligibility requirements.
To request an exchange, contact us at support@diyjade.com with your order number and the item you would like to receive instead.
Exchanges are subject to product availability. If the requested replacement item is unavailable, we may issue a refund instead.
If the replacement item has a different price, we will contact you regarding any applicable price difference before processing the exchange.
8. Return Process
After your return request is approved, we will provide return instructions, including the return address if applicable.
Please pack the item securely and use a trackable shipping service when returning an item. DIY Jade is not responsible for items lost or damaged during return shipping when the customer arranges the return.
The return address is:
DIY Jade
795 Manchester St
Lexington, KY 40507
United States
Please do not ship a return to this address until your return has been approved and we have confirmed that it is the correct return address for your order.
9. Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If your refund is approved, we will process the refund to your original payment method within 3 business days.
Your bank, credit card company, or payment provider may require additional time to post the refund to your account. The time required may vary depending on the payment provider.
Unless otherwise required by applicable law:
- Original shipping charges are non-refundable;
- Return shipping costs are non-refundable; and
- Any applicable customs duties, import taxes, brokerage fees, or other charges imposed by the destination country may not be refundable by DIY Jade.
If you have not received your refund after 15 business days from the date we confirmed that it was processed, please contact us at support@diyjade.com.
10. Order Cancellation
If you need to cancel or modify an order, please contact us as soon as possible at support@diyjade.com.
We will try to assist with cancellation or changes before the order is shipped, but we cannot guarantee that a request can be completed after the order has been processed or shipped.
Once an order has shipped, it must follow the return process described in this policy.
11. International Orders and Legal Rights
Customers outside the United States are responsible for providing a complete and accurate delivery address.
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. These charges are the customer’s responsibility unless otherwise stated at checkout.
This policy does not limit any mandatory consumer rights that apply under the laws of your country or region. If you are located in a jurisdiction that provides a statutory cancellation, withdrawal, return, refund, or other consumer right, those rights remain available to you where applicable.
12. Contact Us
If you have any questions about returns, exchanges, or refunds, please contact us:
We usually respond to customer inquiries within 24 hours during our business hours, Monday through Friday, 9:00 AM–6:00 PM Eastern Time.