Returns / Exchange Policy

General Return and Exchange Requirements

The following requirements apply to eligible returns and exchanges:

• Your item must be unused, in the same condition that you received it, and in its original packaging.

• A receipt or proof of purchase is required.

• Please contact us with the reason for your return or exchange before shipping your item back. Items returned without a reason provided will not be accepted.

• Special ordered, customized, sized, altered or damaged jewelry cannot be returned or exchanged.

All custom orders are not eligible for returns or exchanges.

Return address:
534 SW 3rd Ave, Floor 7
Portland, Oregon, United States

For assistance, email info@baikalla.com or call +1 (503) 975-8676.

Domestic Orders (United States)

We offer a 30-day free return and exchange policy for eligible US orders. The 30-day period begins upon order arrival. After this period, we are unable to proceed with a return or exchange.

Live Sales

Live sale purchases may be exchanged within 30 days of order arrival and are not eligible for returns or refunds. After this period, we will not be able to exchange your order.

International Orders

International orders may be returned or exchanged within 30 days of order arrival. The buyer is responsible for return and exchange shipping costs.

Shipping insurance is strongly recommended for all international shipments. Any US customs tax is also charged to you.

International customers are encouraged to contact Baikalla before purchasing for sizing assistance and confirmation of product details.

Store Credit

If a return is requested and credit is issued, the credit cannot be refunded after 150 days. Store credit does not expire.

Refunds

Once we receive your returned item, we will send you an email confirming its receipt and the approval or rejection of your refund.

If your refund is approved, the processing period will begin, and credit will automatically be applied to your original method of payment within 3–5 business days.

In special circumstances, a partial refund may be awarded, as settled between you and a Baikalla team member.

Late or Missing Refunds

Once your refund has been issued, it may take 3–5 business days or longer to appear on your original payment method, depending on your bank or payment provider.

If your refund has not appeared after this time, please contact your bank or payment provider to check its status. If they confirm receipt of the refund, any remaining processing time is outside Baikalla’s control.

If you need confirmation that your refund was issued or further assistance, please contact us at info@baikalla.com with your name and the email associated with your order.

Exchanges

We only replace items if they are defective or damaged upon arrival. We are able to exchange your jewelry within 30 days if proof is provided within this period.

If you need to exchange your order for the same item, please contact info@baikalla.com.

Refunds Under Our Authenticity Guarantee

Our lifetime authenticity guarantee is separate from our standard return and exchange policy. If independent gemological testing confirms that your jade does not meet our stated authenticity guarantee, we offer a full refund.

This guarantee covers authenticity only and does not cover accidental breakage or physical damage. Please contact info@baikalla.com for assistance with an authenticity claim.

For complete details, please see our Authenticity Guarantee.