4. DELIVERY

4.1 Jade Custom Canada delivers to most locations worldwide, but does have a small number of countries we are unable to deliver to. Jade Custom Canada will endeavour to deliver the products to the specified delivery address in a timely manner. Jade Custom Canada takes no responsibility for any failure to deliver, or delay in delivery caused by events outside of its control.

4.2 Delivery timeframes are estimated timeframes and do not include delays with customs clearance or any other unforeseen delays.

4.3 Property and risk in the Products shall pass to the Customer upon delivery to the Customer's delivery address.

4.4 Nothing in these terms and conditions entitles the Customer to refuse to take delivery or return the products as being surplus to their needs or for any other reason other than those agreed herein.

4.5 Jade Custom Canada reserves the right to withhold delivery of the Products to the Customer for any reason whatsoever.

4.6 Regarding order damage in transit must be given to Jade Custom Canada no later than five days after receipt of products.

4.7 If the Customer elects to return an item to Jade Custom Canada, either as a result of refusing to pay duties and taxes costs, not collecting their item from customs in due time or the recipient refusing the parcel at the address, the return shipping comes at the Customer’s expense.  Jade Custom Canada takes no responsibility for the timings of this refund, as this is completely out of our control, and will not issue a refund until the items have arrived back with us, in the same condition.

4.8 If an item is returned to us for a refund, any original costs of delivery do not form part of that refund unless otherwise agreed.

4.9 All parcels are signature required. If you have requested a service which does not require a signatureor have declared your address as 'authority to leave' with your local postal service, you are bound by 4.3 of our terms.

4.10 When an item of a value greater than C$1000 is returned to us from overseas, we are charged an Import Entry Fee of C$60.00 by Canadian Customs. Be mindful that we pass this fee onto yourselves, when we refund you for this item. Therefore your refund will be the cost of goods paid, less this fee and any postage costs.

5. ORDER VARIATIONS/CANCELLATIONS/RETURNS

5.1 Before the jade carving begins, the customer is allowed to change the style of the model. For example, the customer initially wants to change the head carved into an oval pendant to a square pendant. If the prices of the two products are different, we will refund more or compensate less according to the specific situation.

5.2 We do not support returns of customized products. Jade Custom Canada will confirm the designed products and finished products with the customer before shipping.

5.3 Orders can be canceled and fully refunded before non-customized products are shipped and customized products are not designed.

5.4  If for any reason, the Customer is dissatisfied with their order, they must contact Jade Custom Canada within 14 days of receipt of the order on +1 778 898 6200 or email to info@jadecustomcanada.com for assistance.

6. PHOTO PROVIDED BY CUSTOMERS

6.1 Jade Custom Canada is responsible for keeping the pictures provided by customers properly and guarantees that it will not provide customer photos to any third party.

6.2 Jade Custom Canada is not responsible for any modifications to the pictures provided by the customer, and will only make jade carving designs based on the original pictures. If the picture cannot meet the design needs, we will ask the customer to provide another picture that meets the requirements.（Photo Requirements）

6.3 When the picture provided by the customer is designed into a relief work, the customer has no right to require Jade Custom Canada to provide the electronic file of the design. The success of the design belongs solely to Jade Custom Canada. If customers obtain *.stl 3D files, please contact info@jadecustomcanada.com and obtain the purchase link.

6.4 We will offer model discounts from time to time, usually 30%-50% of the normal price. If a customer participates in the event, they will by default provide the portrait rights of the person in the picture and give Jade Custom Canada free use for one year in our website,Facebook,Instagram,TikTok and Youtube. We need to fit the relationship between the person in the picture and the customer.

6.5 If the customer wants to use the same picture to generate different jade products, they will not need to do too much design when purchasing again. Customers will be able to enjoy discounts of 10-30%.

7.USE OF CUSTOMERS INFORMATION

7.1 The Customers use of this website will generate certain information that will be recorded electronically by Jade Custom Canada. Jade Custom Canada will also record the Customer's contact details, and any related personal details that the Customer supplies. We do not record credit card details.

7.2 The Customer acknowledges that Jade Custom Canada' employees may use the information identified in the previous clause for purposes connected with the supply of services to the Customer. Such services include administration of the Customer's order or account on the website and keeping the Customer up to date with new offers at Jade Custom Canada. Jade Custom Canada agrees not to disclose any of the Customer's personal information without the Customer's consent.

7.3 The Customer may at any time make a written request to see any personal information that Jade Custom Canada holds or to ask to correct any mistakes in that information.
7.4 The Customer may at any time request that Jade Custom Canada remove their details from the database.

8.CONSENT TO RECEIPT OF ELECTRONIC MESSAGES

8.1 The Customer acknowledges that by agreeing to receive promotional material they expressly consent to their inclusion in Jade Custom Canada' direct marketing database and accept that they may, as a result, receive electronic communications and promotional communications from Jade Custom Canada. The Customer has the right to ask Jade Custom Canada at any time to stop sending online communications and promotional offers to them.

9.SECURITY OF INFORMATION

9.1 Jade Custom Canada shall use its best efforts to prevent any unauthorised entry into the Jade Custom Canada website. However, Jade Custom Canada shall not be liable for any damage or loss whatsoever if any third party gains unauthorised access to the site.
9.2 The Customer is obligated to keep their login and password details safe and confidential at all times.

10. REFUND POLICY

10.1 We do not accept returns for customized products.

10.2 Proof of purchase must be included with any returned Non-customized product.

10.3 Postage charges on returns are at the cost of the customer and are non-refundable. This includes the cost of unclaimed parcels (see 4.7).

10.4 Jade Custom Canada is not liable for packages that are lost or damaged during the transfer. Once the package leaves our warehouse it is under the customers ownership and the customer/couriers’ responsibility.