FW JADE MEDAN • EST. 2009

Protokol Pengembalian & Garansi Keaslian (Refund Protocol)Return Protocol & Authenticity Guarantee (Refund Protocol)

Terakhir Diperbarui: 31 Agustus 2026 • Kebijakan Jaminan Mutu & Kepuasan Kolektor

GARANSI KEASLIAN SEUMUR HIDUP (100% MONEY-BACK GUARANTEE)

FW JADE menjamin setiap perhiasan giok (Jadeite & Nephrite) dan batu mulia yang kami kurasi adalah 100% Alami Asli (Natural Grade A / Untreated). Jika di kemudian hari produk fisik kami terbukti sintetis, terawat polimer (dyed/bleached), atau tidak natural berdasarkan uji laboratorium gemologi independen yang terakreditasi (misal: GIA, GRI Lab, BIG Lab, Pegadaian Lab), kami memberikan Pengembalian Dana 100% Penuh (Full Refund) tanpa potongan biaya apa pun. FW JADE guarantees that every jade jewelry (Jadeite & Nephrite) and precious stones we curate is 100% Genuine Natural (Natural Grade A / Untreated). If in the future our physical products are proven to be synthetic, treated with polymer (dyed/bleached), or unnatural based on independent, accredited gemological laboratory tests (eg: GIA, GRI Lab, BIG Lab, Pegadaian Lab), we will provide a Full Refund (100% Full Refund) without any discount.

1. Ketentuan Retur Kerusakan Fisik Saat Pengiriman 1. Return provisions for physical damage during delivery

Kami mengirimkan seluruh pesanan dengan standar kemasan kotak beludru mewah berpelindung bantalan ganda serta segel keamanan (*tamper-proof seal*). We send all orders in standard luxury velvet box packaging with double cushion protection and security seal (*tamper-proof seal*).

Batas Waktu Klaim: Permohonan retur atau penukaran akibat cacat fisik atau pecah dalam perjalanan kurir wajib dilaporkan maksimal 3 x 24 jam sejak paket diterima.Claim Deadline: Requests for returns or exchanges due to physical defects or breakage during the courier journey must be reported a maximum of 3 x 24 hours from the time the package is received.
Bukti Video Unboxing: Demi transparansi dan klaim asuransi ekspedisi, pembeli wajib menyertakan video pembukaan paket (*unboxing video*) tanpa jeda (*no-pause*) yang memperlihatkan segel kemasan dan kondisi produk.Unboxing Video Evidence: For the sake of transparency and expedition insurance claims, buyers are required to include a video opening the package (*unboxing video*) without pause (*no-pause*) which shows the packaging seal and product condition.
Penggantian Unit: Jika unit perhiasan terbukti rusak saat tiba, FW JADE akan menggantinya dengan spesimen setara atau opsi pengembalian dana penuh.Unit Replacement: If the jewelry unit proves to be defective upon arrival, FW JADE will replace it with an equivalent specimen or option for a full refund.

2. Alur 3 Langkah Pengajuan Refund 2. 3-Step Flow for Refund Application

Hubungi CS WhatsApp

Kirimkan nomor invoice pemesanan dan bukti memo laboratorium / video unboxing ke WhatsApp resmi (+62 811-619-173).

Verifikasi & Kirim Balik

Tim kurator akan memverifikasi serial sertifikat. Kirimkan produk lengkap beserta sertifikat resmi ke galeri workshop Medan.

Pencairan Dana 100%

Setelah produk fisik diterima dan diperiksa, dana dikembalikan 100% via transfer bank langsung dalam 1–2 hari kerja.

3. Pengecualian Retur 3. Return Exclusion

Pengembalian dana atau penukaran tidak berlaku untuk kondisi berikut:Refunds or exchanges are not applicable under the following conditions:

Kerusakan akibat kelalaian pemakaian pribadi setelah barang diterima (misal: terjatuh di lantai keras, terkena bahan kimia korosif keras).Damage resulting from negligent personal use after the goods are received (e.g. falling on a hard floor, exposure to harsh corrosive chemicals).
Perhiasan kustom ukiran nama khusus (*Bespoke Custom Carving*) yang telah disetujui desainnya, kecuali terdapat ketidaksesuaian material alami.Custom jewelry with special name engraving (*Bespoke Custom Carving*) whose design has been approved, unless there is a mismatch in natural materials.
Serat alam, inklusi kabut mineral alami (*natural clouds/veins*), atau variasi warna alami giok alam bukanlah cacat produk melainkan bukti sidik jari alamiah giok Grade A.Natural fibers, natural mineral mist inclusions (*natural clouds/veins*), or natural color variations of natural jade are not product defects but evidence of natural fingerprints of Grade A jade.