Refund policy

Last updated: 02/09/2026

This Refund and Returns Policy applies to products purchased online from Blue Lantern Ltd, trading as Kan Jade, and delivered within the United Kingdom, Australia or New Zealand.

Nothing in this policy excludes, restricts or affects any statutory or mandatory consumer rights that apply to you.

UK change-of-mind cancellations

If you are a consumer purchasing online for delivery within the United Kingdom, you usually have the right to change your mind and cancel your order without giving a reason.

You must inform us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the product.

If an order is delivered in multiple instalments, the cancellation period normally ends 14 days after the day on which the final instalment is received.

To notify us of a cancellation, email support@kanjade.com and include:

  • Your name

  • Your order number

  • The product or products you wish to return

  • A clear statement that you wish to cancel your purchase

You do not need to provide a reason.

After notifying us, you must send the product back without undue delay and no later than 14 days after the day on which you informed us of the cancellation.

Australia and New Zealand change-of-mind returns

Customers receiving an order in Australia or New Zealand may request a change-of-mind return within 14 days after the day on which the order is delivered.

This is a voluntary returns policy offered by Kan Jade. It is separate from, and does not restrict, any mandatory rights you may have under Australian or New Zealand consumer law.

To request a return, email support@kanjade.com within the 14-day period and include:

  • Your name

  • Your order number

  • The product or products you wish to return

  • A clear statement that you wish to return the purchase

After we provide the return instructions, the product must be sent back without undue delay and no later than 14 days after the day on which you notified us.

For an international change-of-mind return:

  • You are responsible for arranging and paying for tracked return delivery to the United Kingdom

  • The original international delivery charge is not refundable unless required by applicable law

  • Customs duties, import taxes, carrier handling charges and similar costs are not refundable by Kan Jade unless required by applicable law

  • Products must satisfy the return-condition requirements set out below

This voluntary change-of-mind policy does not affect your rights where a product is faulty, damaged, incorrect, misdescribed or otherwise fails to comply with applicable consumer guarantees.

Condition of returned products

You may handle and inspect a product only as much as reasonably necessary to establish its nature, characteristics and functioning, in the same way that you would be permitted to examine it in a shop.

Where reasonably possible, products should be returned:

  • Unworn, other than being tried on

  • With the original packaging

  • With all components supplied with the product

The absence of original packaging or tags does not automatically remove a statutory right to cancel or seek a remedy.

However, where permitted by law, we may make a reasonable deduction from a change-of-mind refund if the value of a product has been reduced because it was handled beyond what was reasonably necessary to examine it.

Please take reasonable care of products while they are in your possession.

Starting and sending a return

Before sending a product back, please contact us at support@kanjade.com.

We will provide:

  • The applicable return instructions

  • The return address

  • Information about the appropriate return-postage method

  • Any customs information reasonably required for an international return

Contacting us first allows us to provide the correct return details. It does not prevent you from exercising a statutory or mandatory consumer right.

Our registered office at 71–75 Shelton Street, Covent Garden, London is not a returns facility. Please do not send products or returns to that address. Parcels sent there may be rejected or may significantly delay your return.

We strongly recommend using a tracked service and retaining proof of postage until your return and refund have been completed.

When returning an international order, you should accurately describe the parcel as returned goods on any customs documentation. Kan Jade is not responsible for customs charges caused by inaccurate or incomplete return documentation supplied by the sender.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the product unless we have agreed otherwise or applicable law requires otherwise.

This includes the cost of returning an order from Australia or New Zealand to the United Kingdom.

If a product is faulty, damaged, incorrect, misdescribed or otherwise fails to meet an applicable consumer guarantee, Blue Lantern Ltd will bear or reimburse the reasonable cost of its return where required by law.

Please contact us before returning such a product so that we can provide the appropriate return method. We may not reimburse unnecessarily expensive or enhanced return services where a suitable, less expensive tracked service was reasonably available.

If we provide a prepaid return label for a change-of-mind return, we will tell you before use whether its reasonable cost will be deducted from your refund.

UK refunds for change-of-mind cancellations

If you validly exercise your UK statutory cancellation right, we will refund:

  • The price paid for the returned product

  • The cost of our least expensive standard delivery method, where applicable

If you selected an enhanced or more expensive delivery method, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

We will issue the refund without undue delay and no later than 14 days after:

  • We receive the returned product; or

  • You provide evidence that you have sent it back, if earlier

We may withhold the refund until we receive the product or you provide evidence that it has been returned, whichever occurs first.

Australia and New Zealand change-of-mind refunds

If an international change-of-mind return is accepted under this policy, we will refund the price paid for the eligible returned product.

Unless required by applicable law, the following will not be refunded for a change-of-mind return from Australia or New Zealand:

  • The original international delivery charge

  • The cost of returning the product to the United Kingdom

  • Customs duties or import taxes

  • Carrier handling, customs-clearance or processing charges

  • Currency-conversion or foreign-transaction charges imposed by your bank or payment provider

We will normally process the refund within 14 days after receiving and inspecting the returned product.

Refund method and currency

Refunds will normally be made to the original payment method unless you expressly agree otherwise. We will not charge a refund-administration fee.

International refunds are processed through the original payment method and transaction. The amount appearing in your local currency may differ slightly from the amount originally shown because of exchange-rate movements or fees applied by your bank, card issuer or payment provider. These external charges are outside our control.

After we issue a refund, your bank or payment provider may require additional time to credit the funds to your account.

If you have not received your refund within 15 business days after we confirm that it has been issued, please contact support@kanjade.com.

Faulty, damaged, incorrect or misdescribed products

Blue Lantern Ltd has a legal duty to supply products that comply with applicable consumer law and consumer guarantees.

Depending on where you are located, these requirements may include that products are:

  • As described

  • Of satisfactory or acceptable quality

  • Fit for their intended or disclosed purpose

  • Free from unacceptable defects

  • Supplied with the products and components agreed

Please inspect your order after delivery. If a product is faulty, damaged, incorrect, misdescribed or otherwise fails to comply with an applicable consumer guarantee, contact us as soon as reasonably possible at support@kanjade.com.

Please include:

  • Your name

  • Your order number

  • A description of the problem

  • Photographs showing the issue, where reasonably possible

Providing photographs may help us assess and resolve the matter more quickly, but it does not remove or restrict your statutory rights.

Please retain the product and its packaging until we provide further instructions.

Rights of UK customers

Under the Consumer Rights Act 2015, UK customers generally have a short-term right to reject faulty or non-conforming goods within 30 days after delivery and obtain a refund.

After the initial 30-day period, you may have the right to request a repair or replacement. If that remedy is unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may have the right to a price reduction or final rejection and refund.

The remedy available will depend on the circumstances and applicable law.

Rights of Australian and New Zealand customers

Customers in Australia and New Zealand may have mandatory rights and remedies where a product fails to comply with applicable consumer guarantees.

Depending on the nature and seriousness of the problem, these remedies may include:

  • Repair

  • Replacement

  • Refund

  • Compensation for reasonably foreseeable loss, where applicable

The available remedy will depend on the circumstances and the consumer law applying to the order.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified under Australian or New Zealand law.

Natural and handmade variations

Some Kan Jade products contain natural materials or are handmade. Reasonable variations in colour, pattern, texture, shape, dimensions and finish may occur between individual products.

A natural or handmade variation is not necessarily a fault where:

  • It is consistent with the product description and photographs

  • It does not materially affect the product’s quality or use

  • Relevant variations were reasonably disclosed before purchase

Natural jadeite may contain variations, inclusions, changes in translucency and differences in colour or pattern. These characteristics can make each piece unique.

This does not affect your rights where a product is faulty, materially different from its description or otherwise fails to conform to the contract or an applicable consumer guarantee.

Personalised products and other exceptions

The statutory UK change-of-mind cancellation right may not apply to products that are:

  • Made to your specifications

  • Clearly personalised

  • Sealed and unsuitable for return for genuine health-protection or hygiene reasons, where the seal was broken after delivery

An exception applies only where the applicable legal requirements are satisfied and the exception was made clear before you purchased the product.

For voluntary change-of-mind returns from Australia or New Zealand, we may decline a return for a made-to-order, customised or clearly personalised product where this was disclosed before purchase.

These exceptions do not affect your rights where a product is faulty, damaged, incorrect, misdescribed or otherwise fails to comply with applicable consumer law.

Trying on ordinary jewellery does not automatically make it non-returnable. Earrings or other jewellery should not be treated as legally excluded for hygiene reasons unless they are supplied with an appropriate hygiene seal and the relevant legal requirements are genuinely satisfied.

Sale and discounted products

Sale and discounted products have the same statutory rights and consumer guarantees as full-price products.

A sale or discounted product may be returned under the UK statutory online cancellation right unless a specific legal exception applies.

Sale and discounted products delivered to Australia or New Zealand may also be returned under our voluntary 14-day change-of-mind policy unless a disclosed exception applies.

Products may always qualify for an appropriate remedy where they are faulty, damaged, incorrect, misdescribed or otherwise fail to comply with applicable consumer law.

Gift cards

Gift cards are not automatically excluded from all cancellations or refunds.

Your cancellation or refund rights may depend on:

  • Whether the gift card is physical or digital

  • Whether it has been used

  • Whether supply or performance began during a statutory cancellation period with any legally required consent

  • The country in which you are located

  • The circumstances in which it was purchased

Please contact us at support@kanjade.com if you wish to cancel or raise a problem concerning a gift card.

Nothing in this section restricts any statutory or mandatory right applying to the purchase.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, size or colour, you may return the original product in accordance with this policy and place a separate order.

Your return and refund will be processed independently of the new order.

International customers will be responsible for the delivery charge associated with the new order unless the original product was faulty, incorrect or misdescribed and applicable law requires us to bear that cost.

Contact information

This policy is provided by:

Blue Lantern Ltd, trading as Kan Jade
Company number: 16874990
Registered in England and Wales
Email: support@kanjade.com

Registered office: 71–75 Shelton Street, Covent Garden, London, England, WC2H 9JQ.

The registered office is used for statutory company purposes only. It is not a retail shop, customer-service location or returns facility. Please contact us before returning a product so that we can provide the correct return address and instructions.