Order Changes & Cancellations

How can I cancel my order? 

All order modifications or cancellations must be requested within 12 hours of placing the order. Simply send us an email within this time frame, stating the changes you wish to make or your reason for cancellation.

If you contact us after 12 hours, we may not be able to accommodate your request as your order may have already been packed or shipped by our logistics partners. In such cases, Jadeite T.H does not accept cancellations due to a change of mind or for any other personal reasons.

Please note that a 10% processing fee will be applied to the value of your order if the cancellation is accepted.

What is Jadeite T.H's cancellation policy?

Once your cancellation is confirmed, a refund will be processed and issued to your bank account within 7 business days.

A 10% processing fee will be deducted from the total refund.

Partial cancellations are allowed — you may cancel specific items in your order.

A cancellation confirmation and refund summary will be emailed to you.

Frequently Asked Questions:

Can I cancel my order after it has been shipped?

Unfortunately, no. Once the order has been packed or shipped, we are unable to cancel it.

I accidentally ordered the same item twice. Can I cancel one?

Yes, please contact us as soon as possible to cancel the duplicate order. If the order has already been processed or shipped, we may not be able to cancel it.

Can I change the shipping address or recipient details?

Yes, as long as your order has not been packed or shipped. Please contact us immediately to request changes.

Can I change items in my order after it has been processed?

Regrettably, we cannot make any item changes once your order has been processed as it may have already been packed and dispatched. 

RETURNS & EXCHANGES

How can I request a product exchange?

At Jadeite T.H, we are committed to providing exceptional customer service. To process an exchange, we kindly ask that you provide the following:

• An unboxing video of the product
• Your order confirmation email

Exchange requests must be submitted within 72 hours of successful delivery. If no request is received within this timeframe, we will assume you are satisfied with your purchase and will be unable to process any further claims.

Please review our policies carefully and consult with our team before placing an order, as the exchange process may take up to one month.

Which products are eligible for exchange?

Products must be in their original condition, including all tags, labels, and accessories (if applicable).

Items must be unused, unwashed, undamaged, and free from any odors, chemical exposure, or social media exposure.

Which products are NOT eligible for exchange?

Items that are used, washed, damaged, altered, or missing tags/accessories.

Products purchased at a discount of more than 15%, unless defective.

Custom-made or personalized items.

What if I receive a defective or incorrect product?

If you receive a faulty or incorrect item, please contact the Jadeite T.H support hotline immediately. We offer free returns and exchanges in cases of manufacturing defects or errors in product, quantity, size, or color.

Can I exchange for a different product?

Yes, however:

Exchanges made for personal preference (not due to fault) will be at the customer's expense, including shipping, customs duties, and taxes.

The replacement product must be of equal or greater value.

No refunds will be issued if the new product is of lower value.

Original shipping fees are non-refundable.

EXCHANGE METHODS

You may exchange your item by:

Visiting a Jadeite T.H store in person, or Using a courier service. If sending by courier, please:

Package the product securely to prevent damage or misplacement.

Take photos of the packaged item before shipping.

Contact our support hotline for instructions on how to proceed.

EXCHANGE TIMEFRAME

Exchange requests must be made within 72 hours of delivery.

DO YOU OFFER REFUNDS?

Refunds or cancellations are only offered if Jadeite T.H is at fault, such as manufacturing defects or fulfillment errors. We do not provide refunds for reasons of personal preference or customer choice. Instead, we offer exchanges for items of equal or higher value. Any difference in value for lower-priced items will not be refunded.

CUSTOMER SUPPORT

We’re here to help.

For the fastest support, we recommend reaching out to us via:

📧 Email: support@jadeiteth.com
💬 Live Chat: Available directly on our website jadeiteth.com/pages/contact (bottom right corner)

These channels ensure the most efficient communication, especially if you prefer written assistance or are concerned about language differences.

You can also contact us via phone:
📞 Hotline: +84 939669 111
(Available during business hours. English and Vietnamese support may vary.)