At Flying Jade, we are committed to ensuring your satisfaction with every purchase of jadeite jewelry and accessories. If for any reason you are not satisfied, we are happy to assist you with returns and refunds. Please read the following policy carefully to understand your rights and the process for returns.

Return Eligibility

To be eligible for a return, the following conditions must be met:

Timeframe

Returns must be initiated within 7 days of the delivery date. Requests made after this period will not be accepted.

Condition

  • Items must be in new, unused, and undamaged condition.
  • All original packaging, certificates of authenticity, and accompanying materials must be included.

Exclusions

The following items are not eligible for returns:

  • Clearance or sale items
  • Custom or specially crafted products
  • Items damaged due to misuse or improper handling after delivery

How to Initiate a Return

To return an item, please follow these steps:

  1. Contact Customer Service
    Email us at support@flyingjade.com or call us at (+852) 6614 3620 to request a return. Include the following details:

    • Order number
    • The item(s) you wish to return
    • Reason for the return

  2. Return Authorization
    Our customer service team will provide you with a Return Merchandise Authorization (RMA) and detailed return instructions. Returns sent without an RMA may not be processed.

  3. Return Shipping

    • Return shipping costs are the responsibility of the customer unless the item received was defective, damaged, or incorrect.
    • We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Refund Process

Once we receive and inspect your returned item, we will process your refund as follows:

  • Refund Method: Refunds will be issued to the original payment method used during purchase. Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account.
  • Partial Refunds: If the returned item does not meet our return conditions (e.g., damaged, used, or missing parts), we may issue a partial refund or reject the return.

Damaged or Defective Items

If you receive an item that is defective or damaged, please contact us within 3 days of receiving your order. We will gladly provide a full refund or send a replacement item at no additional cost. To expedite the process, please include photos of the damaged or defective product when contacting us.

Exchanges

At this time, we do not offer direct exchanges. If you would like a different item, please initiate a return for the current product and place a new order for the desired item.

Non-Refundable Charges

The following charges are non-refundable:

  • Shipping costs (unless the item is defective or we made an error with your order)
  • Taxes or duties on international orders (where applicable)

International Returns

For international orders, the same return policy applies. However, please note:

  • Return shipping costs are the responsibility of the customer.
  • You may incur customs fees or import duties when returning items to Hong Kong. Please check with your local customs office before initiating a return.

Contact Us

If you have any questions or need further assistance with your return, please contact our customer service team:

Hong Kong Craftsman Jade Carving Culture Art Limited
Address: RM 14, 29/F, HO KING COMM CENTRE, 2-16 FA YUEN STREET, MONG KOK, HONG KONG
Email: support@flyingjade.com
Phone: (+852) 6614 3620
Website: flyingjade.com