Refund & Returns
Last updated: September 24, 2026
At BMjade, we want you to feel confident buying jade jewelry online. This policy explains our 30-day return and exchange terms, how we handle lost or undelivered packages, and our separate Lifetime Authenticity Guarantee.
30-Day Returns
You may return most BMjade items for any reason within 30 days of delivery. The 30 days begin on the delivery date shown in the carrier's tracking, and your return request must reach us by email within that period. We do not charge a restocking fee.
To qualify for a standard return:
- You are welcome to try the item on to check the fit and look. The item must come back free of wear or damage, with no chips, cracks, scratches, or alterations, and in the condition in which you received it.
- The item must be returned with its original packaging, jewelry box, certificate, accessories, and any complimentary gifts.
- You must provide your order number, receipt, or other proof of purchase.
- You must email us before sending anything back. Once your return is approved, please ship it within 14 days.
To request a return, email:
All returns are shipped to our facility in China. We will email you the return address and instructions after approving your request. Please do not send your return to the address printed on the original shipping package. Returns sent without approval or to an incorrect address may be delayed, refused, or lost.
Except for claims under our Lifetime Authenticity Guarantee or applicable consumer law, we cannot accept a standard return or exchange if we do not receive your request within 30 days of delivery.
Incorrect, Damaged, or Defective Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 48 hours of delivery (as shown in the carrier's tracking) and provide:
- Your order number;
- Clear photos or video of the item;
- Photos of the packaging and shipping label; and
- A description of the problem.
When the problem is caused by a BMjade error, including an incorrect or defective item, BMjade will provide or reimburse a reasonable tracked return-shipping method.
Depending on the circumstances and product availability, we may offer a replacement, exchange, repair, or full refund.
Damage caused by accidental impact, improper storage, incorrect sizing, misuse, unauthorized repair, or normal wear after delivery is not considered a manufacturing defect.
Lost, Stolen, or Undelivered Packages
Package not received. If your order has not arrived within 20 business days of shipment, email us with your order number. We will open an investigation with the carrier. If the package is confirmed lost, we will reship your order or issue a full refund, at your choice.
Tracking shows delivered, but you don't have it. Please check around your delivery location and with household members, neighbors, or your building's mailroom, then email us with your order number. We will contact the carrier to investigate. If the package is confirmed lost or misdelivered, we will reship your order or issue a full refund, at your choice.
Incorrect shipping address. Please double-check your shipping address before placing your order. If you notice a mistake, contact us within 2 hours of ordering so we can correct it before dispatch. BMjade is not responsible for packages that are lost or misdelivered because of an incorrect or incomplete address entered at checkout.
Lifetime Authenticity Guarantee
BMjade stands behind the authenticity of every jade piece we sell.
Every item that BMjade sells and describes as Type A jadeite is guaranteed to be natural jadeite that has not been acid-bleached, polymer or resin impregnated, dyed, or otherwise treated in a manner inconsistent with Type A jadeite classification.
Products described as natural nephrite, Hetian jade, or another specific jade material are guaranteed to be the natural material stated on the applicable product page.
If, at any time after purchase, NGTC, GIA, or another qualified and independent gemological laboratory issues a written report confirming that a BMjade item:
- Is not the jade material stated on its product page;
- Is not jadeite when it was sold as jadeite; or
- Has been acid-bleached, polymer or resin impregnated, dyed, or otherwise treated inconsistently with its Type A jadeite description;
BMjade will provide:
- A full refund of the purchase price paid for the affected item;
- Reimbursement of the reasonable and documented laboratory testing fee; and
- Reimbursement of the reasonable cost of an approved tracked return-shipping method.
The Lifetime Authenticity Guarantee has no time limit and is separate from the standard 30-day return and exchange policy.
Sale items, promotional items, exchanged items, and gifts purchased from BMjade remain covered by the Lifetime Authenticity Guarantee.
How to Submit an Authenticity Claim
Before returning an item under the Lifetime Authenticity Guarantee, contact:
Please provide:
- Your BMjade order number, receipt, or other valid proof of purchase.
- A complete and unedited copy of the gemological laboratory report.
- Clear photographs of the tested item.
- Photographs of the original BMjade or NGTC certificate, if available.
- The item's weight, measurements, certificate number, or other identifying details.
- A receipt showing the laboratory testing fee.
- Any other information reasonably necessary to confirm that the tested item is the same item originally purchased from BMjade.
The laboratory report must be based on a physical examination of the item and must clearly state the tested material and, where relevant, its treatment status.
Personal opinions, home tests, online assessments, photographs reviewed remotely, appraisal estimates, social media comments, and reports issued by parties without appropriate gemological testing capabilities do not qualify as laboratory evidence under this guarantee.
BMjade may contact the issuing laboratory to confirm the validity and contents of the report.
Please do not return the item until BMjade has provided written return instructions.
Authenticity Claim Verification and Refund
Once an authenticity claim has been provisionally accepted, BMjade will provide or approve a tracked return-shipping method.
Please do not use premium, same-day, unusually expensive, or uninsured shipping services unless BMjade has approved the service in writing. Unapproved or unreasonable shipping charges may not be reimbursed.
After the returned item and supporting documentation have been received, BMjade may inspect the item and compare it with:
- The original order information;
- Product photographs;
- Certificate information;
- Weight and measurements;
- Laboratory report information; and
- Other identifying characteristics.
When the claim is verified, BMjade will refund the full purchase price paid for the affected item and reimburse the reasonable documented testing fee and approved tracked return-shipping cost.
Refunds and reimbursements are normally issued to the original payment method. If the original payment method is no longer available, BMjade will work with you to arrange a reasonable alternative.
What the Lifetime Authenticity Guarantee Does Not Cover
The Lifetime Authenticity Guarantee concerns the identity and treatment status of the jade material. a thin polishing wax is a standard finishing step for Type A jadeite and natural nephrite. It sits only on the surface, wears off with wear, and is consistent with a Type A or natural description, so a laboratory note of surface wax alone does not qualify for a claim.
It does not cover differences of opinion regarding:
- Color, shade, or color distribution;
- Translucency or texture;
- Natural inclusions, stone lines, mineral patterns, or internal characteristics;
- Carving, polishing, setting, or craftsmanship preferences;
- Retail price, resale price, appraisal value, or investment value;
- Geographic origin, unless a specific origin was expressly guaranteed in writing;
- Differences between product photographs and the natural appearance of an individual jade piece; or
- Normal variations between natural jade items.
Because jade is a natural material, individual pieces may vary in color, translucency, texture, pattern, inclusions, and other natural characteristics. These variations do not make an item inauthentic.
The guarantee does not apply when an item has been:
- Replaced or substituted with another item;
- Materially altered after delivery;
- Dyed, treated, repaired, recut, or repolished by a third party;
- Intentionally damaged;
- Separated from identifying components necessary to verify the item; or
- Acquired from an unauthorized third-party seller without valid proof that it was originally purchased from BMjade.
Return Shipping
For standard returns and size exchanges, you are responsible for the cost of shipping the item back to our facility in China. Tracked shipping typically costs about $20–$40, depending on your location and carrier.
Original shipping charges, expedited shipping charges, and other additional service fees are non-refundable unless:
- The return is caused by a BMjade error;
- Reimbursement is approved under the Lifetime Authenticity Guarantee; or
- Refund of the charge is required by applicable law.
Please use a tracked shipping service and keep the tracking number and shipping receipt until your return is complete. BMjade is not responsible for return packages sent without approval, through an untracked service, or to an incorrect address.
Refund Processing
We inspect every return within 48 hours of receiving it and will email you to confirm whether your refund has been approved or denied.
Approved refunds are normally submitted to the original payment method within five business days. Your bank, credit card company, PayPal, Shopify Payments, or other payment provider may need additional time before the refund appears in your account.
If your refund has been approved but has not appeared after your payment provider's normal processing period:
- Check your bank or payment account again.
- Contact your credit card company or payment provider.
- Contact your bank.
- Email BMjade at jadeworldchina@outlook.com if the refund still cannot be located.
Exchanges
You may request an exchange within 30 days of delivery, subject to product availability and the standard return conditions above. Please email jadeworldchina@outlook.com before sending anything back.
Size exchanges: Please check the size guide carefully before ordering. For size exchanges, you pay the shipping to return the original item and the shipping for the replacement. Solid jade bangles and one-piece carved rings cannot be resized.
If the requested replacement is unavailable, BMjade may offer:
- A different product;
- Store credit; or
- A refund to the original payment method.
Unless otherwise required by applicable law, an item received through an exchange is not eligible for a second discretionary return or exchange. Exchanged items remain fully covered by the Lifetime Authenticity Guarantee and any applicable rights relating to incorrect or defective products.
Final-Sale and Non-Returnable Items
The following items are not eligible for standard discretionary returns:
- Items expressly marked "Final Sale" before purchase;
- Gift cards;
- Personalized, engraved, altered, or custom-made items when disclosed as non-returnable before purchase;
- Items showing signs of wear or damage, such as chips, cracks, or scratches, or showing alteration, unauthorized repair, or misuse; and
- Items returned without the original item, certificate, or identifying components necessary to verify the purchase.
A discounted price alone does not make an item final sale unless the product was clearly identified as "Final Sale" before purchase.
Final-sale and non-returnable items remain covered by the Lifetime Authenticity Guarantee, as well as any rights that cannot legally be excluded.
Gifts
If an item was marked as a gift when purchased and shipped directly to the recipient, an approved standard return may be issued as store credit to the gift recipient.
If the item was not marked as a gift, or the purchaser received the order before giving it to someone else, the refund will normally be issued to the original purchaser and original payment method.
An authenticity claim may be submitted by the original purchaser or the gift recipient, but BMjade will require sufficient proof of the original BMjade purchase.
Return Abuse and Fraud Prevention
BMjade reserves the right to limit or refuse standard discretionary returns when there is reasonable evidence of:
- Product substitution;
- Fraudulent documentation;
- Intentional damage;
- Repeated or excessive return abuse;
- Returning items that show wear or damage, or that are altered, repaired, or incomplete;
- False claims that an item was not delivered; or
- Other fraudulent or unlawful activity.
This provision does not allow BMjade to reject a valid Lifetime Authenticity Guarantee claim or limit consumer rights that apply under applicable law.
Applicable Consumer Rights
Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights available under the laws applicable to your purchase.
Where applicable law provides greater rights than this policy, those legal rights will apply.
Contact BMjade
For returns, exchanges, damaged items, lost packages, authenticity claims, or refund questions, contact:
Email: jadeworldchina@outlook.com
We reply within 12 hours on business days. Please include your order number and a clear description of your request so we can help you quickly.
