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.)