Return and Exchange Policy

We appreciate your patronage at Mountain Jade and want to ensure your satisfaction. Kindly acquaint yourself with our Returns and Exchanges Policy:

Returns and Exchanges Period: If the item you've received, like a continuous stone bangle or continuous stone ring, doesn't fit correctly, you can request an exchange within seven days from the date of receiving the product.

General Return and Exchange Guidelines: If your purchase leaves you unsatisfied for reasons other than size, within seven (7) days from the date of receiving the product, you can choose between exchanging the item, receiving store credit, or requesting a refund (shipping and special request charges excluded). After seven (7) days, up to thirty (30) days, you can exchange the item or request store credit. After thirty (30) days, no exchange or store credit will be available. Please keep the following conditions in mind:

• Items must be returned, exchanged, or deemed eligible for store credit or a refund within seven days from the date of receiving.
• Made-to-order, customized, and personalized items are considered final sales and are not eligible for returns or exchanges.
• Earrings are non-returnable and non-refundable.
• Items labelled as "final sale" adhere to specific policies.
• Orders with a sale price equal to or exceeding $1000 are categorized as special orders and may have distinct conditions.

Returned Merchandise Requirements: To qualify for a refund, exchange, or store credit, all returned or exchanged items must meet these criteria:

• Items must be in pristine condition.
• Items must be in their original packaging.
• Items must include all packing materials, warranty cards, manuals, and accessories.

Damages and Issues: We urge you to inspect your order upon receipt and promptly contact us if you encounter defects, damages or received an incorrect item. This will allow us to assess the situation and make it right. Please note that any signs of wear, removal of product tags, or missing components will lead to the rejection of your return.

Customized and Special Orders: Customized and special orders, which may encompass items not stocked in our warehouse, items not available on our website (special ordered), or items custom-crafted for you, are subject to final sale policies and cannot be returned or exchanged.

Exchanges: The most expedient way to obtain the desired item is to return the one you have. Once your return is approved, you can proceed to make a separate purchase for the new item.

Refunds: We'll notify you upon receiving and assessing your return, informing you of the approval status for your refund. You will receive an automatic refund through your original payment method if approved. Please bear in mind that it may take some time for your bank or credit card company to process and post the refund.

Contact Information: If you require assistance or have any inquiries, please don't hesitate to reach out to our customer service team through any of the following means:

• Call us at +1.343.369.8888
• Engage in live chat with our team on our website.
• Visit our showroom in person.
• Please send us an email at info@mountainjade.ca.

Thank you for selecting Mountain Jade, and we trust you'll relish your shopping experience with us.