Refund policy

Return & Refund Policy

At Jelowin, we want you to love your pieces as much as we do! Our brand is built on a foundation of exceptional service and quality. If your order arrives and is anything less than satisfactory, we are committed to providing an immediate resolution.

1. Return Window

New, unworn items can be returned to Jelowin within 30 days of delivery.

2. Shipping Fees for Returns

  • Complimentary Returns: If the item arrived damaged or you received the incorrect product, Jelowin will cover the return shipping costs.

  • Other Returns: For all other return reasons (e.g., change of mind), the customer is responsible for the return shipping fees.

3. Non-Returnable Conditions

We cannot accept returns or exchanges if:

  • Chemical Exposure: The product has been exposed to corrosive substances or harsh chemicals. This includes, but is not limited to, liquid silver polish, swimming pools, hot tubs, and spas.

  • Alterations: Items that have been resized, updated, or repaired by a third party.

  • Misuse: Products damaged by misuse, mishandling, or poor maintenance.

  • Natural Oxidation: Silver pieces may oxidize and appear darker over time. This is a natural process and can be easily resolved by cleaning with a silver polishing cloth; it is not considered a manufacturing defect.

  • Time Limit: Any requests made after 99 days from the delivery date, or items that show signs of use and damage within that 99-day period.

4. Incorrect or Damaged Items

  • Incorrect Item: If you received the wrong product, please contact us immediately. We will ship the correct item to you free of charge.

  • Damaged Item: If your item arrives broken or damaged due to a manufacturing error, we will provide a free replacement immediately.

  • Note: Photo evidence of the item and packaging is required for all incorrect or damaged claims.

5. Refund Process

Once your return is accepted, a refund will be issued to your original form of payment within 3-7 business days.

  • Note: Any promotional gifts included with the original order must be returned along with the item.

  • Condition: Returned items must be kept in the original condition in which they were received.

6. Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again.

  2. Contact your credit card company; it may take some time before the refund is officially posted.

  3. Contact your bank, as there is often a specific processing time.

If you have completed these steps and still have not received your refund, please reach out to us at support@jelowin.com.

7. How to Initiate a Return

To start a return, please contact our customer service team at support@jelowin.com.

  • Quality Issues: Please include your Order Number and attach clear photos representing the issue.

  • Instructions: One of our representatives will follow up via email with detailed instructions and the correct return address.

  • Tracking: After shipping your return, please provide us with the tracking number and a copy of the shipping receipt to ensure a smooth process.