Refund policy

Our 100% Money-Back Lifetime Authenticity Guarantee

We stand behind every piece we sell. All jadeite offered by Luxe Jadeite is guaranteed genuine, natural Type A jadeite - untreated, undyed and unaltered. If, at any time after your purchase, a GIA laboratory report or certificate confirms that a piece purchased from us is not genuine Type A jadeite, and you provide proof of purchase, we will refund you 100% of your purchase price - no restocking fee - once the piece and the GIA report are returned to us. This is a lifetime guarantee: it has no expiry date and there is no time limit for making a claim. It is in addition to, and does not limit, your rights under the Australian Consumer Law.

Change of mind

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. There is a 15% restocking fee for all returns and refunds. There is a 5% restocking fee for store credits for exchange.

To be eligible for a return, refund or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please ensure you video unboxing your package upon receipt to assist with any issues that may arise. You’ll also need the receipt or proof of purchase. For hygiene reasons, earrings are not eligible for returns or exchange.

To start a return, refund or exchange, you can contact us at +61 494 812 259 and/or contact@luxejadeite.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@luxejadeite.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For transparency, please ensure you video unboxing your package upon receipt to assist with any issues that may arise.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items) and earrings. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Store credits for Exchanges

We will notify you once we’ve received and inspected your return and let you know if the store credits for exchange was approved or not. If approved, you’ll be automatically credited in your account for use and you’ll be notified via email. You have 3 years to use your credits.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. There is a 15% restocking fee for all returns and refunds.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@luxejadeite.com.

Layby purchases

Orders placed on LayBy (powered by FlexiLay) are covered by our Layby Policy. If a layby is cancelled before dispatch, either by you or for non-payment, we refund all amounts paid less a Termination Fee. The fee is $50 AUD for orders under $500, and 10% of the order value (capped at $500 AUD) for orders of $500 or more. The 15% restocking fee above does not apply to layby cancellations. If we can't supply your item, you receive a 100% refund. Once a fully paid layby order has been dispatched, the standard returns terms in this policy apply.

Refer to our Layby Policy for further details.