Refund policy
At Jade & Flo’s, every piece is thoughtfully selected for its individual character and natural beauty. As many of our jade pieces are one of a kind, we kindly ask that all returns are handled with the same care with which they were prepared and sent to you.
Your Right to Cancel
If you are purchasing as a consumer and applicable law gives you a statutory right to cancel an online purchase, those rights are not affected by our returns policy.
For UK customers, under the Consumer Contracts Regulations 2013, you generally have 14 days from the day you receive your order to notify us that you wish to cancel, and a further 14 days to return the item after notifying us.
Certain items, including personalised or made-to-order products, may be exempt from the statutory right to cancel where permitted by law.
Our 30-Day Returns Policy
In addition to your statutory rights, Jade & Flo’s offers a 30-day returns period from the date your order is delivered to request a return.
To begin a return, please contact us at: admin@jadeandflos.com
Return Conditions
To qualify under our 30-day returns policy, items should be:
- Unworn, unused and in their original condition
- Free from scratches, marks, damage, alterations or other signs of wear
- Returned with their original packaging, tags, certificates and protective materials, where supplied
- Accompanied by proof of purchase
Due to the delicate nature of fine jewellery and natural jade, all returned pieces will be carefully inspected upon arrival.
Where permitted by applicable law, we may refuse a return under our voluntary 30-day policy or make an appropriate deduction from the refund if an item has been handled beyond what is reasonably necessary to inspect it and its value has been reduced. This does not affect your statutory rights.
One-of-a-Kind Jade
Natural jade is unique by nature. Variations in colour, translucency, texture, pattern and natural inclusions are part of the individual character of each stone and are not considered faults.
Many Jade & Flo’s pieces are one of a kind. We therefore photograph and describe our pieces carefully so that you can appreciate their individual characteristics before purchasing.
Returned jewellery must be handled carefully and securely packaged to prevent damage during transit.
Non-Returnable Items
Under our voluntary returns policy, we do not accept returns of:
- Personalised or custom-made jewellery
- Gift cards
- Items specifically marked as final sale, where permitted by law
These exclusions do not affect your statutory rights. If an item is faulty, damaged, not as described or otherwise does not conform to your legal rights, please contact us.
How to Start a Return
To request a return, please contact admin@jadeandflos.com with your order number and the item(s) you would like to return.
We recommend contacting us before sending your return so that we can provide the correct return instructions and return address.
Return Address:
18 Sunnyhill Road, London SW16 2UHPlease do not send returns to an address shown on your parcel without first checking the return instructions provided by us.
Return Shipping
Unless an item is faulty, incorrect or your statutory rights provide otherwise, customers are responsible for the cost of returning their order. We strongly recommend using a tracked and appropriately insured postal service, particularly for higher-value jewellery. Please retain your proof of postage until your return has been processed.
Damaged, Faulty or Incorrect Items
Please inspect your jewellery as soon as your order arrives. If you receive an item that is damaged, faulty, incorrect or not as described, please contact us as soon as possible at admin@jadeandflos.com with your order number and photographs of the item.
We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights, which may include a repair, replacement or refund.
Exchanges
We currently do not offer direct exchanges. If you would like another piece, please return the original item in accordance with this policy and place a new order separately. As many Jade & Flo’s pieces are one of a kind, we cannot guarantee that the same or a similar piece will remain available.
Refunds
Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days.
Where you exercise a statutory right to cancel, any refund of standard outbound delivery charges will be handled in accordance with applicable consumer law. Additional delivery costs resulting from choosing a more expensive delivery method than our standard option may not be refundable.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us.
Natural Jade & Gemstone Characteristics
Jade & Flo’s celebrates the natural individuality of jade and gemstones. Natural characteristics may include variations in:
- Colour and colour distribution
- Translucency
- Texture
- Internal inclusions
- Mineral patterns
- Surface characteristics associated with the natural stone
These characteristics can make every piece unique and, where accurately represented and described at the time of purchase, are not considered manufacturing defects. Colours may also appear slightly different depending on lighting conditions and screen settings.
Your Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under applicable consumer protection law, including your rights in relation to faulty, damaged or misdescribed goods.
Last updated: August 2026