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Jade & Sakura

Refund & Returns Policy

Last updated: 20 February 2026

1. Our Approach

We take great care in packaging every order from Jade & Sakura to ensure it reaches you safely. Because our products are loose leaf teas sold for consumption, our ability to accept returns is limited for food safety and hygiene reasons. This policy explains clearly what we can and cannot do.

If you have a concern about your order, please contact us at info@jadeandsakura.com within 48 hours of receiving it.

2. Damaged Items

We photograph all orders before dispatch and our packaging is designed to protect your tea in transit. If your order arrives damaged, we assess claims based on the condition of the outer packaging as shown in the courier's delivery photo taken at the time of handover.

To be considered for a refund or replacement, you must:

If the delivery photo shows clear, significant damage to the outer packaging consistent with a transit incident, we will offer you a refund to your original payment method or a replacement, subject to availability. We will arrange a Quiqup collection for any items that need to be returned — you will not be charged for this.

We are unable to process damage claims where the outer packaging shows no sign of transit damage, as we cannot verify that damage occurred before or during delivery.

3. Incorrect Items

If you receive an item you did not order, please contact us within 48 hours with your order number and a photo of what you received. We will arrange a replacement or refund and organise collection of the incorrect item at no cost to you.

4. Missing Items

If an item is missing from your order, please contact us within 48 hours with your order number and a photo of the package and its contents as received. Once verified, we will ship the missing item at no additional charge or, if you prefer, issue a refund for that item.

5. Change of Mind

We do not accept returns or offer refunds for change of mind. As our products are loose leaf teas sold for consumption, we are unable to accept opened items back for food safety and hygiene reasons. We encourage you to check product descriptions carefully before ordering, and if you have questions about a specific tea before purchasing, we are happy to help at info@jadeandsakura.com.

6. Order Cancellations

You may cancel your order at any time before it has been dispatched by contacting us at info@jadeandsakura.com. Once an order has been handed to Quiqup for delivery, it can no longer be cancelled.

If your cancellation is received in time, you will receive a full refund to your original payment method.

7. Refunds

Approved refunds are returned to the original payment method used at checkout via Ziina. Please allow 7–10 business days for the amount to appear, depending on your bank or card issuer. We will notify you by email once your refund has been processed on our end.

8. What We Cannot Refund

We are unable to issue refunds in the following circumstances:

9. Contact Us

Jade and Sakura Online Seller 1204 Belselah Residence, Barsha 1, Dubai, UAE info@jadeandsakura.com