Return and Exchange Policy

• Items purchased online can be returned or exchanged in-store, and items purchased in-store cannot be returned or exchanged online.

Return and Exchange Conditions

• Eligibility for Free Returns and Exchanges:
  • You can return or exchange your items free of charge within 90 days from the date of receipt.
  • Returns and exchanges must meet the following criteria:
    • Timeframe: Within 90 days of receipt.
    • Condition: Products must be unworn, unwashed, and in “as-new” saleable condition. All original tags must remain attached, and the items must be returned in their original packaging.
    • For health and hygiene reasons, please ensure that undergarments are worn when trying on your kit.
    • Final Sale: Products labeled as "Final Sale" are not eligible for returns or exchanges.
• Return Process:
  • Any product quality issues not attributed to the Jelenew or logistics company will require an inspection before returns and refunds can be processed.
  • To ensure a smooth return process, please make sure that your items are well-packaged for transit. We cannot be held responsible for any damage or loss during return shipping.
  • Shipping Requirements: Use the return label provided by us within 7 days of receiving it.
  • If the return package is not shipped within 7 days of receiving the return label, the return request will be automatically canceled. You will need to submit a new return request to initiate the process again.
  • All returns must be processed through customer service or our return portal.

How to Return or Exchange Your Order:

• Initiate the Process: Log in to our Return Portal with your order number (e.g., #JLN1234) and email address. Alternatively, email our customer service team at service@jelenew.com within 90 days of receiving your order.
• Provide Information: If the product is damaged or defective, kindly attach clear images of the issue. Please include your order number and the reason for the return.
• Return Confirmation: Within 1-2 business days, you will receive a confirmation email along with a return label.
• Pack and Ship:

• Refund or Exchange Processing: Once your return is received, we will process your exchange or refund within 5 business days. You will be notified by email when your exchange has been dispatched.

Refund Policy:

• Refund Timeline: Refunds will be processed within 5 business days upon receiving your return. Please allow 3-7 additional days for your bank to process the refund to your original payment method.
• Refund Amount: Refunds will be issued based on the actual price paid for the item(s). The original shipping charges are non-refundable.

Order Cancellations:

• You can cancel your order before it has shipped. Simply contact us at service@jelenew.com, and we will process the cancellation and issue a full refund.
• Once the order has shipped, cancellation is no longer possible. However, you may return the items once they are received.

Return& Exchange Shipping Costs:

• We offer free return and exchange shipping; however, if incorrect item(s) are accidentally sent to our warehouse, we will be unable to provide a second free return label. In this case, you will be responsible for the shipping charges for both the return of the incorrect item(s) to you and the return shipping costs.

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