Refund policy
Due to the high-value and one-of-a-kind nature of natural jadeite and other precious gemstones used in our creations, we do not accept returns or exchanges under any circumstances, unless the item is verified to be defective.
All materials—including jadeite quality, metal type, and design details—are confirmed and approved by the client prior to production. As each piece is uniquely crafted, we are unable to accommodate change-of-mind requests.
In the rare case of non-human manufacturing defects, we offer complimentary repair or remake upon inspection and verification.
Under special circumstances, once a deposit has been paid, the remaining balance must be settled within 10 calendar days from the date of deposit payment. Failure to complete the payment within this period will result in automatic cancellation of the transaction, and the deposit will be non-refundable. If a payment extension has been granted and the outstanding balance remains unpaid beyond one calendar month from the original deposit date, we reserve the right to treat the order as abandoned and may decline to proceed with the transaction.
For custom carving process
Service Terms & Important Notes
- Pre-carving confirmation is required. We will contact you before any work begins to confirm all specifications. Carving proceeds only with your explicit approval.
- All custom carving orders are non-refundable and non-exchangeable once work has commenced. The irreversible nature of stone carving means we cannot offer returns after cutting begins.
- Custom yield and final dimensions may vary depending on the natural characteristics of the rough stone. We will advise you on realistic expectations before confirming.
- Processing timelines will be communicated at confirmation. Rush requests may be accommodated depending on workload — please inquire.
To Be Eligible for a Return
To qualify for a return, your item must be in the same condition as when received — unworn or unused, with original tags, and in its original packaging. Proof of purchase (receipt or order confirmation) is required.
To initiate a return, please contact us at info@tathataone.com.
If your return is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send your package.
Items returned without prior approval will not be accepted.
For any product purchased following a consultation, a 50% service fee will be deducted from the refund amount in the event of a return.
For any questions about returns, feel free to contact us at info@tathataone.com.
Unauthorized returns or exchanges are not accepted.
Customers must contact our customer support team and obtain prior written authorization before returning any item. No return or exchange may be sent back without our written confirmation and designated return instructions.
As different products may require different return addresses, inspection procedures, and customs handling processes, unauthorized returns may arrive at the wrong location, lack identifiable order information, bypass inspection procedures, or become unable to clear customs properly, which may seriously disrupt the return and refund process.
For any package returned without prior written authorization:
- We do not acknowledge or accept the unauthorized return or exchange request;
- We will not approve customs clearance, nor provide any customs documents, declarations, or related assistance;
- We reserve the right to refuse the package or deem it ineligible for refund or exchange processing;
- Any and all risks, costs, losses, or consequences arising therefrom, including but not limited to storage fees, return shipping costs, customs penalties, confiscation, shipping loss, delays, or legal liabilities, shall be borne solely by the customer.
To protect your after-sales rights and avoid unnecessary losses, please do not return any item without obtaining our prior written approval.
Damages and Issues
Please inspect your order upon receipt. If you discover a defect, damage, or receive the wrong item, contact us immediately so we can evaluate the issue and make it right.
Refunds
Once we’ve received and inspected your returned item, we will notify you of the approval status.
If approved, you will be refunded on your original payment method within 14 business days. Please remember it may take additional time for your bank or credit card provider to process and post the refund.
If more than 14 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@tathataone.com.