Refund policy
Last updated: July 21, 2026
We want customers to understand the return process before ordering. This policy explains return eligibility, return shipping, damaged or incorrect items, cancellations, and refunds.
Return request period
You may request a return within 30 days after confirmed delivery. To be eligible, the item must be unused, unworn, unwashed, unaltered, free from pet hair, odor, scratches, bite marks, or other signs of use, and returned with its original packaging and included accessories.
A receipt or order number is required. A return request is not approved until WYjade provides written return authorization and return instructions.
How to request a return
Email support@wyjade.com with:
- your order number;
- the item and quantity you want to return;
- the reason for the return; and
- photos when the item is damaged, incorrect, incomplete, or materially different from the listing.
Approved returns must be sent to the return address in our written authorization. The applicable address can depend on the item and fulfillment partner. Do not send a return to the public business contact address or to the address printed on the original parcel unless our support team specifically instructs you to do so. Unauthorized returns may be refused or delayed.
Items that cannot normally be returned
Unless required by applicable law, we do not accept returns for:
- personalized, engraved, made-to-order, or otherwise customized products;
- items that have been worn by an animal or show signs of use, for hygiene and safety reasons;
- items damaged by chewing, pulling, rough play, water exposure, misuse, incorrect sizing, or failure to follow care and safety instructions;
- gift cards; or
- items clearly marked final sale before purchase.
These exclusions do not apply when an item arrives defective, damaged, incorrect, or when mandatory consumer law provides a remedy.
Damaged, defective, incomplete, or incorrect items
Contact support@wyjade.com within 7 days of
delivery and include clear photos of the item, packaging,
shipping label, and problem. Do not discard the item or packaging until
we provide instructions.
If we verify that the item arrived damaged, defective, incomplete, or incorrect, WYjade will provide an appropriate replacement, refund, or authorized return at no additional cost to the customer. In some cases, a return will not be required.
Change-of-mind and sizing returns
For an approved change-of-mind, color, or sizing return, the customer is responsible for return shipping and should use a tracked service. Original expedited shipping fees, if any, are non-refundable unless required by law. Free standard shipping included in the product price is not charged again as a separate outbound fee.
We are not responsible for an authorized return that is lost before it reaches the designated return facility, so retain the tracking receipt.
Inspection and refunds
We will inspect an authorized return after it arrives. If approved, the refund will be issued to the original payment method and in the applicable transaction currency. Please allow up to 5 business days after inspection for WYjade to initiate the refund. The bank or payment provider may require additional time to post it to the account.
We will notify you if the return is not approved and explain the reason. Any deduction for loss in value, missing parts, or unauthorized use will be applied only where permitted by law.
Exchanges
The fastest way to obtain a different size or style is normally to request an authorized return and place a new order after the return is approved. Contact support before ordering a replacement if you need help with sizing.
Cancellations and order changes
Contact support@wyjade.com as soon as possible. We will
try to cancel or change an order before fulfillment begins, but we
cannot guarantee cancellation after the supplier has started preparing
the order or after tracking has been created.
If we cannot ship within the promised processing period, we will notify you and provide the option to accept a revised shipment date or cancel the affected item for a full refund.
Mandatory consumer rights
Nothing in this policy limits any non-waivable rights available under the law that applies to the customer. If local law provides a longer cancellation period, conformity guarantee, withdrawal right, or other mandatory remedy, that law controls.
Contact
For returns or refunds, contact:
WYjade Customer Support
support@wyjade.com