Refund and Replacement Policy

RETURN & REFUND POLICY

1. CANCELLATIONS

We can give you a refund unconditionally if you cancel your purchase within 6 hours. Every cancellation request which is raised later than 6 hours from the purchasing time will not be accepted.

However, please be well-informed that if you cancel order, 30% of your total order value should be charged for the cancellation because we need to pay for management, processing, and transaction fee on Paypal.

2. CHANGE ORDER INFORMATION POLICY

If you realize you have made an error in shipping address or purchasing, simply e-mail us as soon as possible. We will support you to correct the information.
Please be noted that: we can only change your order information within 12 hours. You, the customer will void any replacements or refunds if correct shipment information isn't provided within 12 hours.
Please check the order confirmation email which is sent to you right after your order is placed to check all the information.

3. RETURN & REFUND POLICY

Time:

We have a 10 days return policy, which means you have 10 days after receiving your item to request a return. If 11 days have gone by since you received the item, unfortunately, we can't offer you a full refund or exchange.

Return conditions:

This Returns Policy applies to all purchases made through our website
We accept the return of products that were shipped out by us and if the item is damaged, defective or in wrong specification, and if there is a case of missing parts of order.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and with its original packaging. You'll also need the receipt or proof of purchase.
Additional non-returnable items: Gift cards, downloadable software products, some health and personal care items.

Return Process:

Should you receive damaged, defective, or the wrong item(s), please contact us
at support@jaynjack.com and specify the damage, defect, or wrong item(s) by a picture of the packaging with a clear tracking number shown and the picture of the product received.

To start a return, you can contact us at support@jaynjack.com within 10 days from the arrival date. We are willing to assist you as long as you reply and follow our requests but if you did not reply to us within 3 days from our last email and 10 days passed, your request will be rejected.

In case your return request is approved, we will fully refund the product cost and contact you with the returning address. The shipping fees are non-refundable as we has already shipped the item out.
We'll notify you of the approval or rejection and the details on how to proceed the return via email. Please note that items sent back to us without first requesting a return will not be accepted.

Please Note:

If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.

We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.

You will be responsible for paying for your own shipping costs for returning your item(s).

We will NOT refund items which damaged by our factory or the carrier. A new one will be sent to replace it.

Shipping fee will NOT be refunded once items have been shipped.

Any unsuccessful delivery due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (if shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.

All customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option via USPS, UPS or FedEx insured parcel post because Jay & Jack will not be responsible for lost return.

In case refund case has been approved, amount should reflect in your account in 7 to 10 days depending on your bank process. In some cases, it would take longer for the balance to be reflected in your account due to credit card's issue.

4. Contact Us