Refund and Returns Policy

1. Return Period

This Refund and Returns Policy applies to orders placed through jademugs.com. We accept return requests within 30 days after the package is delivered according to the tracking record. To qualify for a return, the customer must contact us within this 30-day period and receive return authorization before sending any item back. Returns sent without prior approval may be refused or may not be processed.

2. Return Eligibility

Because our website sells tableware and dining products, returned items must be unused, clean, undamaged, and in resalable condition. Items must include all original packaging, labels, manuals, accessories, lids, handles, matching pieces, protective inserts, boxes, or other included parts where applicable. Products that have been used for food or drinks, washed, stained, scratched, chipped, cracked, broken, modified, missing pieces, or damaged due to improper use may not be eligible for return or may be subject to a partial refund after inspection.

3. Non-Returnable Situations

We may refuse returns for items that are not in original or resalable condition, items damaged after delivery, items missing required components, final sale items if clearly marked on the product page, customized or personalized items, and products returned outside the 30-day return period. For hygiene, safety, and resale reasons, storage products that show signs of use, moisture damage, odor, contamination, or improper repackaging may also be refused.

4. Return Request Process

To start a return, please contact us at support@jademugs.com with your order number, the item you wish to return, the reason for return, and clear photos showing the product condition and packaging. If the return is related to a damaged, defective, incorrect, or missing item, please also provide photos of the outer packaging, shipping label, damaged area, and all included parts. After we review your request, we will provide return instructions if the return is approved.

5. Return Shipping Fees

If the return is caused by customer preference, wrong size selection, wrong item ordered, change of mind, or an incorrect address provided by the customer, the customer is responsible for return shipping costs. Original shipping fees are generally non-refundable unless required by law. If the return is caused by our error, such as sending the wrong item, or if the item arrives damaged or defective and the issue is verified, we may provide a prepaid return label, reimburse reasonable return shipping costs, offer a replacement, or provide another appropriate solution.

6. Inspection and Refund Approval

All returned items will be inspected after they are received. We will check whether the item matches the approved return request, whether all parts and packaging are included, and whether the item is still in acceptable return condition. If the return passes inspection, the refund will be approved. If the item is used, damaged, incomplete, improperly packed, or different from the approved return request, we may refuse the refund or issue a partial refund based on the condition of the returned item.

7. Refund Method and Processing Time

Approved refunds will be issued back to the original payment method used for the order. Refunds are typically processed within 7 business days after the return is received, inspected, and approved. After we submit the refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, or other payment provider. We cannot refund to a different card, account, wallet, or payment method unless required by law or permitted by the payment provider.

8. Payment Disputes and Chargeback Support

If you have any concern about an order, payment, shipment, return, or refund, please contact us at support@jademugs.com before opening a payment dispute or chargeback. We keep order records, payment confirmation, shipping tracking, delivery proof, customer communication, return authorization, inspection results, and refund records to help review and resolve issues fairly. For payments processed through Stripe, PayPal, or other third-party payment providers, final dispute decisions may be handled by the payment provider or card issuer. We will provide available evidence and cooperate with the review process when necessary.