Refund policy

Return, Refund & Exchanges Policy

At JR, each piece is handcrafted with precision and care. To ensure a fair and transparent shopping experience, please review our return and exchange policy below.

 

Non-Returnable Categories — Glass & Ceramic Tableware

All crystalline glaze ceramics, bone china tableware/teaware, and glassware (including Edo Kiriko, wine glasses, sake cups, decanters, and bottles) are considered fragile, handcrafted artworks.
Due to their delicate craftsmanship and one-of-a-kind nature (Crystalline Glaze), we do not accept returns or exchanges once sold.

We take every precaution in packaging to ensure items arrive safely. However, if you receive a damaged item, please record an unboxing video and contact us within 48 hours of delivery. Once verified, we will arrange a free replacement of the same series within 2–3 business days.

Please note: ① The pattern or hue of the replacement may vary slightly due to the handmade process. ②Due to the craft of the one-of-a-kind nature of crystalline glaze, the pattern on the replacement item may not be identical.

Return & Exchange Policy for Other Tableware Items (Excluding Crystalline Glaze Tableware)

· For Damaged Products: If your item has a quality issue (excluding damages caused by improper use or accidental damage), we will provide a free replacement, and we will cover the shipping cost. Please contact us as soon as possible after receiving the product.

· For Non-Quality Related Returns: If you wish to return an unused item for personal reasons, you may do so within 7 days of receiving the package. The product must be unused, in its original packaging, and in original condition (no signs of wear, scratches, or alterations). In this case, the customer will be responsible for the return shipping costs.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@jetaimeresolute.com.

 

Return/Exchange Process

Step 1: Initiate Your Return/Exchange

Email us at support@jetaimeresolute.com with your order number and issue details. Our customer service team will assess the eligibility for a return or exchange and provide a Return & Exchange Authorization if applicable.

Step 2: Ship the Product Back

Once your return/exchange request is approved, we will provide the return shipping address. You must ship the product back within 3 working days using a trackable shipping method. If the return is shipped without a tracking number, the customer will be responsible for any lost package, and no refund will be issued.

Step 3: Processing & Resolution

Upon receiving the returned item, we will inspect it within 3-5 working days. If eligible, we will process the exchange and send a replacement or issue a refund.

Additional Notes

  • We do not accept returns or refunds for used, modified, or personalized/custom-made items.
  • All returns must be pre-approved by our customer service team.
  • Please retain your unboxing video as proof of condition upon delivery.