What is this Warranty Policy for?
This policy explains how Jade Butterfly reviews product quality concerns, such as possible manufacturing defects, material issues, workmanship issues, damaged arrival, or an incorrect or defective item received.
Warranty Policy
Product quality support
Warranty Policy
Simple answers for product quality issues, privacy, hygiene, and how to contact Jade Butterfly support.
What product issues may be covered?
Eligible issues may include manufacturing defects, material or workmanship defects, a product that arrives damaged, or an item that is incorrect or defective when received.
When must I start a warranty claim?
Warranty claims must be started within 30 days of delivery. Damage, wrong item, or missing item claims should be reported within 7 days of delivery.
What is not covered?
This policy does not usually cover normal wear and tear, misuse, accidental damage, improper washing or drying, stains, odors, hygiene issues from use, fit preference after wear, or choosing the wrong absorbency level when the product itself is not defective.
Is a size or fit issue a warranty issue?
Usually no. Size and fit concerns are normally handled through the Return Policy or exchange support, unless there is a separate product quality defect.
Is an absorbency choice issue a warranty issue?
Usually no. Absorbency choice depends on your leakage level, fit, and product selection. If the item is not defective, choosing a level that does not match your needs is not normally treated as a warranty claim.
What should I include when I contact support?
Please include your order number, the email used at checkout, a short description of the issue, and clear photos of the product issue. If helpful, include photos of the packaging, label, tag, or item details.
What photos should I send?
Send photos that clearly show the product issue itself. You can also include packaging, label, or tag photos if they help identify the item.
What should I not send?
Please do not send medical records, sensitive health documents, diagnosis information, ID documents, full payment-card information, or intimate photos.
Do I need to return the product?
Please contact support before sending anything back. Because incontinence underwear is intimate apparel, some returns or inspections may be limited for hygiene reasons. Support will tell you the next step after reviewing your message.
How may an eligible claim be resolved?
Eligible claims may be resolved with a replacement, refund, or another appropriate solution at Jade Butterfly's discretion. Support will review each case before confirming a resolution.
How is this different from the Return Policy?
The Warranty Policy is for product quality concerns. The Return Policy is for non-defective returns, size exchanges, change-of-mind requests, and other ordinary return questions.
What if my item arrived damaged or incorrect?
Contact support as soon as possible with your order number, a description of the issue, and clear photos of the item and packaging.
What if the issue may be related to washing or care?
Damage caused by improper washing, drying, misuse, or care outside the product instructions is usually not covered. If you are unsure, contact support with the product issue details.
Is this product medical treatment?
No. Jade Butterfly incontinence underwear is designed to help manage everyday bladder leaks. It is not medical advice or a treatment for incontinence. If symptoms are new, severe, painful, sudden, or getting worse, please consult a healthcare professional.
How do I start a warranty claim?
Email cs@jadebutterfly.store with your order number, checkout email, issue description, and product issue photos. Please wait for support instructions before sending anything back.
Privacy note
Incontinence care is personal. Share only the information needed to review the product issue. Jade Butterfly support will handle product quality concerns with care and privacy.
Questions about a product issue?
Email Jade Butterfly support.
cs@jadebutterfly.store