Terms of service
After-Sales Service Policy
Effective Date: August 18, 2025
Thank you for choosing our products. We are committed to providing you with high-quality jade therapy products and excellent customer service. This policy outlines the terms and conditions of our after-sales support, including warranty and return procedures.
1. Limited Warranty
We provide a limited manufacturer's warranty for all our products, including Jade Mattresses, Belts, and Spinal Pillows, purchased directly from us or our authorized distributors.
Warranty Period:
Jade Mattress: A period of twelve (12) months from the date of purchase.
Jade Belt: A period of twelve (12) months from the date of purchase.
Spinal Pillow: A period of six (6) months from the date of purchase.
Please retain your original purchase receipt or order confirmation email as proof of the purchase date.
Scope of Warranty (What is Covered):
Manufacturing defects in materials and workmanship.
Failures of electrical components, such as heating elements and controllers, under normal use.
Defects in the natural jade stones upon arrival.
Warranty Exclusions (What is Not Covered):
Damage caused by accident, misuse, abuse, neglect, or improper handling.
Normal wear and tear, including cosmetic damage such as scratches, stains, or fading of the fabric.
Damage caused by unauthorized repairs, modifications, or disassembly.
Damage resulting from failure to follow the instructions in the user manual.
Products for which the serial number has been removed or defaced.
Products purchased from unauthorized sellers or resellers.
2. Warranty Claim Process
To make a warranty claim, please follow these steps:
Contact Customer Service: Contact our customer service team via email.
Provide Information: Please provide the following information in your claim:
Your full name and contact information.
Product model and serial number (if applicable).
A copy of your original proof of purchase (receipt or order number).
A detailed description of the issue, accompanied by clear photos or a short video demonstrating the defect.
Evaluation: Our technical support team will review your claim. We may provide troubleshooting steps to resolve the issue. If the issue cannot be resolved remotely, we will validate the warranty claim.
Remedy: Once the claim is approved, we will, at our sole discretion, either:
Repair the defective product or component free of charge.
Replace the defective product with a new or refurbished product of equal value.
3. Return Policy
We want you to be satisfied with your purchase. If you are not completely happy, you may return the product under the following conditions.
30-Day Satisfaction Guarantee:
You may return any product within thirty (30) days of the original purchase date for a refund or exchange, provided that:
The product is in its original, like-new condition with no signs of wear, damage, or stains.
The product is returned in its original packaging with all included accessories, manuals, and parts.
Return Process:
Request a Return Merchandise Authorization (RMA) number by contacting our customer service team. No returns will be accepted without an RMA number.
Securely pack the item in its original packaging.
Write the RMA number clearly on the outside of the package.
Ship the product to the address provided by our customer service team. The customer is responsible for all return shipping costs and any risk of loss or damage during transit. We recommend using a trackable shipping service and purchasing shipping insurance.
Refunds:
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that original shipping fees are non-refundable.
4. Limitation of Liability
To the maximum extent permitted by applicable law, our liability shall be limited to the repair or replacement of the product or the refund of the purchase price. We shall not be liable for any special, incidental, consequential, or indirect damages arising out of the use or inability to use the product.
5. Customer Service Contact
For any questions, warranty claims, or return requests, please contact us:
Email: help@90kr.com
Hours of Operation: [ Monday - Friday, 9:00 AM - 5:00 PM]