Return Policy

Return Policy

Returns & Refund

All purchases on the website are final. We accept returns only if the product is defective or damaged, as examined and determined by our quality control team. Refunds will be only in the form of a Pastel Jade Coupon Code, which can be redeemed for any product in the future with a validity of 1 month.

The customer service team will deal with all refund and exchange queries case-to-case basis. We would urge you to share images and videos for reference during this process to have our team assist you better. 

Product Damage

In case of a broken/damaged tool received, our exchange policy lasts for 24 hours from the day of the receipt of the order. The customer service team needs to be notified as soon as the product is received in case there are any issues. Post the stipulated timelines, the team will not be able to honor any exchanges.

Incomplete Product / Partial Product / Damaged Outer Packing / Used Product / Wrong product 

In the above-mentioned cases, kindly raise the request within 24 hrs after receiving the product. Otherwise, the request will not be entertained.

Also attach the images and video of outer packing and inner packing with the product from all sides, its help us to resolve the issue.

In the case where you have thrown out the boxes in that cases, we are unable to help you.

Delivery issues, Issues with the delivery agent, 

In the cases mentioned above, kindly raise the request within 24hrs after receiving the product as this is the deadline from courier partners for such cases.

And kindly attach your identity & signature proof with the request, which will help us to solve the issue

Cod/Prepaid issues, Payment issues, Delay in delivery

In the above-mentioned cases, kindly connect with our customer care in between 

9 am to 6 pm on business days.

We are always here to help you and make you smile 

Refunds will be only in the form of Pastel Jade Coupon Code which can be redeemed for any product in the future.

There are certain situations where only partial e-vouchers are granted (if applicable)

– Any item not in its original condition, is damaged or missing parts for reasons not due to our error

– Any item that is returned more than 48 hours after delivery

Coupon Code (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your coupoon code generation request. The timeline for the coupon code generation is 48 hours after receipt of the product at our warehouse.

In case your order was a COD, the bank account details for the transfer of the amount need to be shared with our customer care team at 

In case you are purchased from 3rd party or any other e-commerce portal, then you need to connect with that portal customer care itself

Please note, the Pastel Jade Team will never ask you to disclose or share your personal information such as your Passwords, OTP or credit card or debit card details through WhatsApp. Please do not respond to WhatsApp messages that ask you for such information.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, we request you to first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund yet, please contact us at We will be more than happy to assist you with your queries.

Sale items (if applicable)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

All items bought in SALE are final and will not be eligible for refund or exchange unless the product is damaged. 


To return your product, you should mail the product to Pastel Jade. For address email us on

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.