Refund policy

Return & Refund Policy

We want every TORAÉ piece to be received with confidence and care. Because we work with natural gemstones and individually selected pieces, please review the following policy before placing your order.

30-Day Returns

For eligible items, you may request a return within 30 days after receiving your order.

To be eligible for a return, the item must be:

Unworn and unused
In the same condition in which it was received
Returned with all original TORAÉ packaging
Returned with all certificates, gemological reports, documentation, tags, accessories, cases, pouches, and other materials supplied with the piece
Accompanied by the receipt or other proof of purchase

Any item returned incomplete, altered, damaged after delivery, or showing signs of wear may be refused.

To request a return, contact us first at info@htut.co.jp.

Returns must be sent to:

TORAÉ / HTUT 株式会社
Continental Heights Gotenyama 301
5-12-15 Kitashinagawa
Shinagawa-ku, Tokyo 141-0001
Japan

Items sent to us without first requesting and receiving return authorization will not be accepted.

Return Shipping

For ordinary returns or changes of mind, return shipping is the responsibility of the customer.

Original shipping, delivery, insurance, courier, customs, duties, taxes, and other delivery-related charges are non-refundable, except where required by applicable law.

If an item arrives damaged, defective, or incorrect, TORAÉ will arrange and pay for the appropriate return shipping.

We strongly recommend using a tracked and fully insured shipping service for any return. The customer remains responsible for the returned item until it has been safely received by TORAÉ.

Natural Jade and Gemstone Variation

Jade and other natural gemstones are unique materials.

Variations in color, translucency, tone, veining, inclusions, mineral patterns, clouding, texture, and other natural characteristics are expected and are part of the individuality of each stone.

Product photography may show a representative piece or a previous piece from the same jade character or selection. The exact piece you receive may not be the exact stone shown in the main product photographs.

These natural differences are not considered defects.

Where applicable, before dispatch we may send photographs of the actual jade piece selected for your order for confirmation. Once confirmed, that individual piece will be prepared and shipped to you.

Minor differences between photography and the appearance of a gemstone in person may also occur because gemstones respond differently to lighting conditions, displays, and viewing angles.

Damages and Issues

Please inspect your order as soon as it arrives.

Your item arrives damaged
Your item appears defective
You receive an incorrect item
The package or contents appear to have been damaged during transit

Please include your order number and clear photographs of the item and packaging so we can evaluate the issue.

If we determine that the item was damaged, defective, or incorrectly supplied, we will work with you to make the matter right and will cover the applicable return shipping costs.

One-of-One and Private Pieces

All one-of-one pieces are final sale and cannot be returned or exchanged for change of mind.

This includes pieces identified as:

One of One
Private Inquiry
Private Viewing
Archive or equivalent private collection pieces
Exceptional individual gemstones or jewelry specifically identified as final sale

This restriction does not limit any rights you may have under applicable law if an item is defective, materially misdescribed, or damaged before delivery.

Altered, Customized, or Specially Prepared Pieces

Items that have been modified or specially prepared at the customer's request are final sale unless defective.

This includes, where applicable:

Engraving
Bespoke or custom orders
Custom settings
Personalization
Alterations or modifications specifically requested by the customer

TORAÉ does not currently offer routine resizing or cord adjustment as part of the standard return process.

Sale Items

Unless otherwise stated on the individual product page, sale or discounted items are subject to the same return eligibility requirements as regularly priced eligible items.

Items specifically marked Final Sale cannot be returned.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

Exchanges

We do not process direct exchanges.

If you would like another eligible item, please request a return for your original purchase. Once the return has been approved, you may place a separate order for the new piece.

Because many TORAÉ pieces are naturally unique or available in very limited quantities, we cannot guarantee that another piece will remain available while a return is being processed.

Authentication and Inspection of Returned Jewelry

Every returned gemstone or jewelry item is subject to inspection before a refund is approved.

For higher-value pieces, TORAÉ may verify:

The identity of the gemstone or jewelry
Gemological characteristics
Report or certificate numbers
Serial, inventory, or piece numbers
Setting and stone condition
Original documentation
Any identifying features recorded before dispatch

Where necessary, the piece may be examined by a qualified gemologist or gemological laboratory.

A refund may be refused if the returned item is not the original item supplied by TORAÉ, has been substituted, altered, damaged, tampered with, or returned without required accompanying documentation.

Refunds

Once your return is received, we will inspect it and notify you whether your refund has been approved.

If approved, the eligible refund amount will be returned automatically to your original payment method within 10 business days.

Original shipping and other non-refundable charges will be deducted where applicable.

Please remember that your bank, credit card issuer, or payment provider may require additional time to process and post the refund after TORAÉ has issued it.

If more than 15 business days have passed since we notified you that your refund was approved, please contact us at info@htut.co.jp.

European Union Customers

Where mandatory European Union consumer law applies to your purchase, eligible consumers generally have a statutory right to withdraw from certain online purchases within 14 days, without giving a reason. Applicable exceptions and statutory requirements will continue to apply.

Nothing in this policy is intended to exclude or restrict consumer rights that cannot legally be excluded.