Refund Policy

Every piece we sell is natural stone, and most are one of a kind. We want you to love what you receive. Here's how inspections, returns and refunds work.

Know your stone

Jade is one of the toughest stones there is, but it is still stone. A bangle, ring or carving can chip or break if it's dropped, knocked against something hard, or worn during heavy work. Natural marks, inclusions and color changes are part of the stone and are shown in the photos. Some pieces are priced lower because of a natural flaw, and those pieces are sold with that flaw.

Inspect within 72 hours

• When your order arrives, please photograph the box before you open it, and film yourself opening it and looking over the piece. This protects you if anything went wrong in shipping.
• If the piece arrived damaged, or isn't what you ordered, send a request at yaxtun.com/returns within 72 hours of delivery with your order number, photos or video of the piece, and photos of the box and packing. Keep all the packaging.
• If the piece isn't what you ordered, isn't as described, or has a flaw that wasn't shown in the listing, that's on us. We'll replace it or refund you in full, including shipping.
• If it was damaged in shipping and you chose insured shipping, we file the claim and repair, replace or refund the piece. If you chose shipping without insurance, damage in transit is your responsibility beyond the carrier's included coverage. We'll file that claim for you and pass along whatever the carrier pays.
• After 72 hours, the piece is considered received in the condition it was shipped, and we can't accept damage claims.

Returns for any other reason

• You can ask to return most pieces within 14 days of delivery.
• The piece must be unworn and in the same condition it arrived, with its Yax Tun card, pouch or box and any certificate that came with it.
• Send a request at yaxtun.com/returns with your order number and the reason before sending anything back. We'll reply with the return address once the request is approved. Returns sent without approval may be refused.

What can't be returned

• Custom orders, and any piece made or changed to your request.
• Pieces damaged after delivery, through wear, dropping, knocks or improper care.
• Pieces with changes made after delivery, such as restringing or resizing by someone else.
• Gift cards.
• Sale items marked final sale.

Who pays return shipping

• We pay when it's our mistake: the wrong piece, a piece that isn't as described, or a flaw we didn't show, reported within 72 hours.
• You pay for any other return. Original shipping and insurance charges aren't refunded.
• Returns of pieces over $500 must ship insured, with tracking and a signature required. We can't refund a return lost in transit without insurance.

Our review and your refund

We inspect every return before approving a refund or exchange, within 14 days of receiving it. We check that it's the same piece, in the same condition, with everything it came with. Approved refunds go back to your original payment method, and your bank may take 5 to 10 business days to show it. If a return doesn't meet these conditions, we'll let you know and send the piece back to you.

Exchanges

Jade rings and bangles are carved from one piece of stone, so they can't be resized. If you need a different size and we have the same design in your size, we'll exchange it through the same return process. If your size isn't available, it's handled as a regular return.

Protect your piece

Once your piece is delivered and the 72-hour window has passed, it's yours to care for. We suggest adding fine jewelry to your home or renters insurance. We can provide documentation of value on request, and lab certification is available for an additional fee.

Our Type A guarantee

Every piece we sell as jadeite is natural Type A: no dye, resin, stabilizer or color treatment. If a reputable independent gemological lab (such as GIA, Gübelin or SSEF) ever finds that a piece we sold as Type A jadeite has been treated, return it with the lab report for a full refund, including shipping and the cost of the report.

Trade partner orders

Orders placed through a trade partner account follow the terms in your partner agreement.

Questions

Start a return at yaxtun.com/returns, or email shop@yaxtun.com. We're happy to talk through a piece before you buy.