Return Policy

At Jade Maya, we are committed to offering high-quality, handcrafted jewelry and artisan pieces made from genuine Guatemalan jadeite jade. Each item is created with care by our skilled artisans in Antigua Guatemala, using natural materials that make every piece unique.

We understand that occasionally a situation may arise where a customer needs to return an item. In such cases, we kindly ask that you reach out to us directly so we can carefully review the situation and determine whether a return can be authorized.

To be considered for return:

• The item must be in its original condition and unused.
• Return requests must be made made within 7 days of receiving the package.
• We can only authorize returns for items that show clear signs of a manufacturing defect.
• Items that have been damaged, altered, or broken after purchase, including through accidental handling, misuse, or normal wear and tear, will not be eligible for return.
• Custom-made or personalized pieces are not eligible for return.
• Due to the natural characteristics of jade, we do not accept returns based on personal preferences, such as weight, color tone, or size perception

Please note that because jade is a natural stone, variations in color, translucency, and weight are part of its authenticity and charm. We do our best to photograph and describe each item as accurately as possible, but small differences may occur.

 

How to Request a Return or Repair

Please email us at esales@jademaya.com with the following:

• Your full name and order number
• A description of the issue
• Clear photos of the item

Our team will review your request and provide next steps.

Please do not send back any items without prior authorization, as unauthorized returns cannot be accepted or refunded.

We thank you for your understanding and support of authentic Guatemalan craftsmanship.