WHAT IS JENOSS'S RETURN POLICY?

Ordered something that isn't quite right? Not a problem! 

At Jenoss, items can be returned for a full refund within 100 days from the date of receipt. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. Please note: Returns are free, although a small fee will be deducted from your refund for larger items such as backpacks (depend on Amazon return policy). You are responsible for shipping the return at your own cost.

JENOSS Return Policy

Returns must be unused, must be returned in their original packaging and in a sellable condition to qualify for a refund. Returns that are used or are not in the original received state will not be received for a refund. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@jenoss.com. 

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 support@jenoss.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.

If you receive a damaged/defective item, please contact JENOSS Customer Service within 24 hours of receipt.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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 return the item you have, 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
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@jenoss.com.

FAQ

I did not receive the item, but I want to make a return, what should I do?

If items did not ship, we will return the full money to you. 

DO I HAVE TO PAY FOR MY RETURN?

Returns are free, although a small return fee will be deducted from your refund for larger items such as backpacks. (following Amazon policy). Also, you are responsible for shipping the return at your own cost.

Can I still return items if they are worn, or damaged?

1. Items must be unused and in the same condition that you received them. It must also be in the original packaging.

2. Items marked non-returnable and free gifts cannot be returned.

3. To complete your return, we require a receipt or proof of purchase and a video of the item so that we can check if it is not damaged/defective.

How will I get my refund？

1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Amazon's associates validate the state of the product. It will take 15-20 business days.

Then, we will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

2. Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@jenoss.com

HOW DO I MAKE A RETURN? 

Returning for a refund/exchange

If you would like to return your product for a refund, please send us a request email to support@jenoss.com. Please note you will need:

• The contact information used when placing your order
• Your order number
• The details of the product you are returning (found in your order confirmation email)
• A photo/video that show all aspects of the goods in their original packaging and unused state

Example of photo/video of the goods:

Please understand that, the leather goods is easily damage, if the product has a scratch or card mark on surface, we would not be able to return it for you

Once your request has been submitted, a member of our team will respond within 24-72 hours with an update on your return.

We will validate the state of the product. If it’s deemed to be in a sellable condition, we will initiate a return to our warehouse and send you:

1. Return Mailing Label: This contains the address of the Amazon fulfillment center that will receive and process the return. Please stick the label on your package to return back to Amazon. Note: Postage is not provided on the return mailing letter. You must purchase and produce the return label back to Amazon.
2. Return Authorization Slip: contains a barcode and item description for the products being returned. The slip must be included inside the return package alongside the items.

Please send us the tracking code so that we could help you track your order

Once the return is received and restock, we will send you total refund amount.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

CAN I EXCHANGE AN ITEM FOR SOMETHING ELSE? 

If you feel like the product you ordered is not right for you, our Customer Support team are available to help you find the right product. Feel free to contact us at any time for advice on what product would best suit your lifestyle and needs.

If you already know which item you would like to exchange your product for, head to our returns portal to arrange your own exchange. Your new order will be shipped out to you as soon as we have received your order back in our warehouse.

Items can be exchanged for another product within 100 days from the date of delivery. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. 

Please note: products that are being exchanged must be unused, in the state you received them and with the full original packaging. Returns that are used or are not in the original received state will not be received for an exchange. Also, you are responsible for shipping the return and other returning fee at your own cost.