returns + refunds

Jack + Jade Home wants you to be completely satisfied with every item that you purchase from us and are committed to your satisfaction.  We make every effort to offer or customers the highest quality products but if you are not happy with your purchase or you simply just change your mind we have tried to make our return policy as hassle free as possible.


You may return your item(s) within 30 days of receipt for a refund of the purchase price excluding shipping and handling costs.


All returns require pre-authorization, so please contact us via email or phone to receive instructions prior to sending back your merchandise.

In order for Jack + Jade Home to accept returns items must be:


•  postmarked within 30 days of receipt
•  unused

•  unassembled (if applicable)
•  in their original condition
•  in their original packaging, complete with all tags, instructions, and inserts
•  a copy of the receipt included with the item(s) you are returning


After the return is received and processed, you will be refunded the purchase price of the item(s) in the same form in which you paid for it. You are responsible for all shipping costs associated with returning the item. A 20% restocking fee will be dedcuted from the refund to cover the shipping costs to send the item.  For purchases under $100, you will not be refunded the flat $15 shipping fee.  You will receive a refund once the product is received in the warehouse and the merchandise has been inspected.  Please allow 1-2 weeks for processing. 

 

Please send returns to the following address:

Jack + Jade Home
11622 - 149 Street
Edmonton, AB  T5M #R#
Canada


Please note: Custom made-to-order items are considered a final sale and cannot be returned, cancelled, or refunded.  Opened bedding products are considered final sale and cannot be cancelled, returned or refunded.


damaged returns

 We try to ensure your package arrives to you safe and intact.  Occasionally however, you may receive a product that has been damaged during shipping.  In such cases we will make every effort to obtain your replacement as quickly as possible, at no cost to you.  In order to satisfy our insurer, damaged goods must be reported within 24 hours of delivery.   If damage does occur, please review our policies below for receiving and returning damaged items:

 

outside damage to package only
If you receive a package with obvious damage to the outside of the box or packaging but believe the item inside is intact, please make written note of this with the courier when signing for your package.   If no mention is made of external damage, we cannot be responsible for any product damage and will not accept a return or issue a refund.

damage to package and contents
If a package appears significantly damaged, you may refuse delivery of the item. It will then be returned to the place of origin.  Please notify us immediately if this occurs and we will make arrangements for a replacement to be sent to you as soon as possible.  PLEASE NOTE: Original product lead times may apply on the replacement product.

damage to contents only
If your intact package is found to hold damaged contents, DO NOT throw away the original packaging. Please contact us immediately and follow the steps below.

For any of the previous scenarios please follow these return instructions:    

•  Take photos of damages to items & photos of any damage to package 

•  Contact us at info@jackandjadehome.com or 1.866.610.9398. Please provide your order number, your name, and the name of the product you are returning (with photos).  You will be given a return authorization number which you may need to submit with your returned item. 

•  Arrangements will be made for replacement of your damaged item at no cost to you.  Please note that your original product lead time may apply for a replacement.

•  We will instruct you on how or if to return the damaged product for replacement or refund   Refunds will only be issued once the original package is received back in our warehouse

Jack + Jade Home reserves the right to refuse or issue a refund/replacement item in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear.


order modifications & cancellations


It is important that you contact us within 24 hours of placing your order if you need to make modifications or cancel it.  If your order has been shipped from the manufacturer it is unlikely you can make changes or cancel it therefore you will need to return the item in accordance to our 30 day return policy.

All returns are subject to our terms of use.

 

hardware returns:


Jack + Jade Home will make every effort to return architectural hardware products however there will be a 20% restocking fee on any returned hardware items.  Please contact us if you have any questions regarding a hardware return and we will make every to make the process as smooth as possible.  Defective products will be replaced at no charge to the customer.