Refund policy

Return & Exchange Policy

To be eligible for a return, your item must be in the exact same condition that you received it—unworn, unused, completely free of scratches or damage—and in its original packaging, including any accompanying certificates of authenticity. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at cs@houseofhetian.com. If your return is accepted, we’ll send you instructions on how and securely where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at cs@houseofhetian.com.

Returns & Exchanges

We want you to feel confident ordering from us. At the same time, because fine jade is delicate and highly personal, our return policy is designed to protect both our customers and the integrity of every piece we send out.

1. If we made a mistake If you receive the wrong item, an item damaged in transit, or a piece with a genuine structural defect, we will make it right. Depending on the situation, we may offer:

  • A full refund

  • A replacement

  • An exchange at no additional cost to you

Please contact us within 30 days of delivery with your order number and clear photos of the issue so we can review it promptly.

2. Size issues (e.g., Bangles/Rings) or change of mind If your item does not fit as expected, or you have changed your mind, we may offer an exchange or store credit, provided the item meets our return conditions. To be eligible:

  • Your request must be made within 30 days of delivery.

  • The item must be unworn, unaltered, and completely free of scratches or chips.

  • All original tags, jewelry boxes, and authenticity certificates must be included.

  • The item must be returned in its original packaging and pristine condition.

For size-related or change-of-mind returns, cash refunds are not provided.

3. Items not eligible for return To protect product quality and fairness for all customers, we do not accept returns or exchanges for items that are:

  • Worn or used

  • Altered or custom-sized

  • Scratched, chipped, or damaged after delivery

  • Missing original tags, boxes, or authenticity certificates

  • Not returned in their original condition

Any item that does not meet the above conditions may be declined and returned to the customer.

4. Return shipping If the return is due to our error, such as a wrong item or genuine damage upon arrival, we will cover the return or replacement arrangement as appropriate. For exchanges or store credit due to sizing or a change of mind, return shipping and insurance costs are the responsibility of the customer.

5. How to request a return or exchange To begin a request, please contact our support team at cs@houseofhetian.com with:

  • Your order number

  • The item(s) in question

  • The reason for the request

  • Clear photos, where relevant

Please do not send items back without contacting us first, as unauthorized returns may not be accepted.

6. Refunds, replacements, and store credit Once your request is reviewed and approved, we will let you know the next steps. If approved, we may provide one of the following:

  • A full refund for damaged or incorrect items.

  • A replacement, where available.

  • Store credit or an exchange for eligible sizing or change-of-mind requests.

Store credit will be issued only after the returned item has been received and carefully inspected.

Refund Process

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Quality Standards & What We Consider Acceptable

At House of Hetian, every piece of jade is hand-selected and carved with care, intention, and traditional craftsmanship. Because we work with natural, untreated Hetian jade, this means:

  • Natural variations in color, translucency, carving details, and polish are entirely normal. Because no two stones are alike, these variations reflect the unique, handcrafted nature of our jewelry.

  • Inherent stone characteristics, such as internal mineral spots, slight color zoning, or natural internal structures (often referred to as "water lines" or "cotton"), are naturally occurring in genuine jade—this is part of its authenticity, charm, and natural beauty.

  • Our pieces are carved from genuine stone, meaning they will not have the perfectly uniform, artificial appearance of glass, plastic, or resin imitations.

❌ We do not consider the following to be defective or unacceptable:

  • Natural internal stone lines, "cotton," or inclusions that cannot be felt on the surface of the stone.

  • Slight variations in color, grain, or translucency compared to screen monitors or product photography.

  • Minor carving variations resulting from the handcrafted nature of the item.

  • Personal expectations that differ from the product descriptions and natural properties of genuine jade.

✅ A product will be considered unacceptable quality if:

  • There is a clear, surface-reaching crack that compromises the structural integrity of the stone (distinct from a natural, internal water line).

  • The item received does not match the product ordered (e.g., wrong size, wrong piece, or wrong design).

  • The product arrives visibly broken or chipped due to transit.