Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@jaeuy.com or with our Client Services. Please note that instructions on returns will be shared through the respective communication medium. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@jaeuy.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and limited edition products (such as customer exclusive items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to initiate a refund on the item you have with our Client Services, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds 
Once we've received and inspected your return, we will notify you if the refund was approved or not. If approved, we will initiate your refund your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. The estimated time to complete your refund varies by payment method:

• Credit/debit cards: 3-7 business days
• Digital wallets: 1-3 business days
• Bank transfers: 5-10 business days

Please note that while we process all refunds promptly, your financial institution's policies may affect the final timing of when funds appear in your account. If more than 15 business days have passed since we’ve initiated your refund, please contact us at contact@jaeuy.com.