YURA — Chinese Jade Jewellery | Collection 001

Overview

At YURA, every piece is made to order. Each item is individually crafted using a hand-selected jade stone — no two pieces are identical. Because of this, we ask that customers read this policy carefully before placing an order or pre-order.

We are committed to ensuring every customer is satisfied with their purchase. If something is not right, please contact us at hello@yurajade.com and we will do our best to resolve it.

1. Your right to cancel (UK & EU customers)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, provided the item is not a bespoke or made-to-order product (see Section 3 below).

To exercise your right to cancel, you must notify us in writing within 14 days of delivery by emailing hello@yurajade.com with your order number and reason for cancellation.

2. Eligibility for returns

We accept returns where:

• The item arrived damaged or defective
• The item received does not match what was ordered
• The return request is made within 14 days of delivery
• The item is unworn, in its original condition, and in its original packaging
• Proof of purchase (your order confirmation email) is provided

We do not accept returns where:

• The item shows signs of wear or damage caused after delivery
• The return request is made outside the 14-day window
• The item is a made-to-order or bespoke piece cancelled after production has commenced (see Section 3)
• The item has been altered or modified in any way

3. Made-to-order & pre-order items

All YURA jewellery is made to order. Under the UK Consumer Contracts Regulations 2013, made-to-order and bespoke goods are exempt from the standard 14-day cancellation right once production has commenced.

Pre-orders: A deposit is taken at the time of pre-order. Once production of your order has begun, cancellations will not be accepted and your deposit will be non-refundable. If circumstances prevent us from fulfilling your order, YURA will issue a full refund of all amounts paid.

Post-delivery: If your made-to-order item arrives damaged or defective, you retain the right to a refund regardless of the bespoke nature of the product. Please contact us immediately at hello@yurajade.com with photographs of the damage.

4. How to request a return

All returns require authorisation before any item is sent back to us. To initiate a return:

1. Email hello@yurajade.com within 14 days of receiving your order
2. Include your order number and a brief description of the reason for return
3. Attach photographs if the item is damaged or defective
4. Await confirmation and return instructions from our team

Do not send items back without prior authorisation. Unauthorised returns will not be accepted.

5. Return packaging & condition

Items must be:

• Returned in their original condition — unworn and unaltered
• Packed in their original YURA packaging
• Accompanied by proof of purchase (your order confirmation email)

All returned items are subject to inspection upon receipt. YURA reserves the right to decline a refund if the item shows signs of wear or damage caused after delivery.

6. Return shipping

Return shipping costs are the responsibility of the customer, except in cases where the item is confirmed to be defective or incorrectly fulfilled, in which case YURA will arrange and cover the cost of return shipping.

We strongly recommend using a tracked and insured postal service for all returns. YURA cannot be held responsible for items lost or damaged in transit on their return to us.

Return packages must be postmarked within 14 days of the date you notify us of your intention to return.

7. Refunds

Once your return has been received and inspected, we will notify you by email of the outcome within 5 working days.

If your return is approved, a refund will be issued to your original payment method via Stripe. Please allow up to 10 working days for the refund to appear in your account, depending on your bank or card provider.

We do not offer store credit or exchanges in lieu of a refund.

8. Damaged or defective items

If your order arrives damaged, please:

• Contact us at hello@yurajade.com within 48 hours of delivery
• Include your order number and clear photographs of the damage, including the packaging
• Do not dispose of the original packaging until the matter is resolved

We will arrange a replacement or full refund at our discretion, including return shipping costs where applicable.

9. Jade stone variation

Please note that natural variation in jade colour, translucency, and character is inherent to the stone and is not considered a defect. Each jade stone is individually sourced and selected — no two are identical. This natural uniqueness is part of what makes every YURA piece special and is clearly communicated at the point of purchase. Stone variation does not constitute grounds for a return.

10. Contact us

For all returns, refund requests, or queries relating to this policy, please contact us at:

Email: hello@yurajade.com
Post: YURA Jade, Fenchurch House, 136–138 Minories, London, EC3N 1NT, United Kingdom

We aim to respond to all enquiries within 24 hours.

11. Your statutory rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For further information on your rights, visit the Citizens Advice website at www.citizensadvice.org.uk.