Refund and Return Policy
Refund and Return Guidelines
Eligibility for Returns:
We’re happy to offer refunds for items that are unused, unopened, and still in fully resalable condition within 7 days of delivery. Due to health, safety, and hygiene standards, we cannot accept returns on items that have been opened.
Initiating a Return:
To start a return, we recommend using the Signed For service at your local post office. Please make sure to keep the receipt or proof of postage in case any rare issues arise. Include a note inside your return package with your name, order number, and the reason for sending it back. This helps us handle your return quickly.
Return Shipping Costs:
Return shipping costs must be covered by the customer and are non-refundable unless the item is defective. If an item is returned opened, damaged, or not in resalable condition, we may decline the return or refund request.
Receiving Your Refund:
Refunds are issued to the original payment method used at checkout. Although refunds often process the same day, it may take up to 5 business days (excluding weekends and holidays) for your bank or PayPal to complete it. If your refund is delayed, please reach out to us or your payment provider.
Defective Items:
If you receive a defective product or experience any issues, please submit a support ticket through our contact form. Our team will assist you with troubleshooting or provide return instructions. Please note that all returns—whether unwanted or defective—must be registered through our ticketing system. Unauthorized returns cannot be processed.
Returning Your Items:
Before sending anything back, contact us via email or phone to receive the return address. Return shipping is the responsibility of the customer. For items valued over €60, we recommend using a trackable shipping service to ensure safe arrival. jnrpuff is not responsible for items lost in transit.
International Orders:
For international customers, any customs-related issues are the buyer’s responsibility. jnrpuff cannot accept returns or issue refunds for orders held or stopped by customs. Please ensure that the items comply with your local customs regulations.
1. Return Shipping via UPS Only:
All return shipments must be sent through UPS. If a parcel is lost while being returned, the customer is responsible, and no refund will be issued.
2. UPS Collection Points:
If you’re asked to collect your parcel from a UPS collection point, it must be picked up within the given timeframe. If the parcel is returned to us due to non-collection, a €20 fee will be deducted from your refund.
3. Uncollected Parcels:
If the customer fails to collect the parcel from the UPS collection point and it is not returned to jnrpuff, no refund will be provided.
4. Return Shipping Costs:
Customers are responsible for all postage costs when returning items.
5. Return Policy:
Our return window is 7 days. For faulty items, please contact us within 2 days of receiving your order.
6. Non-Refundable Products:
Products marked as non-refundable cannot be returned or refunded under any circumstances.
7. Used Items:
Items that have been used are not eligible for return.
8. Collection from UPS within 3–5 Days:
Customers should collect their parcel from the UPS collection point within 3–5 days to avoid additional fees or complications.
9. Order Changes or Cancellations:
If you need to update the address or cancel your order, please do so before 15:00 on the day the order is placed.
Lost, Damaged, or Misdelivered Parcels:
If your parcel is lost, damaged, delivered incorrectly, or marked as delivered but not received, please contact our support team immediately through WhatsApp, Telegram, or email. After contacting us, please allow up to 15 days for us to process your claim.