Returns & Exchange
What is your return/ refund policy?
We strictly do not accept change-of-mind order cancellations, returns or exchanges, unless otherwise stated below.
Sales or clearance products and damaged products through customer mishandling are also strictly non-returnable/ non-refundable.
What can I do if I received a defect product/ wrong product?
We take utmost care in packing your orders and ensuring you receive the correct product in mint condition. In the unfortunate event that you receive a damaged or wrong product, please accept our sincere apologies, and contact us here or at jenz.live@gmail.com within 7 days of receiving your package, with your order details and photo evidence so that we may assist in resolving the issue.
If you are uncertain, you may drop us an email with clear photos or videos and our friendly customer service team will assist you.
Kindly send us a message here within 7 days from the date of delivery, providing the following details:
- Your Order Reference
- Product code of the product you ordered
- Product code of the product you received (if incorrect)
- Photo of the defect/ wrong product(s)
If you've received an incorrect product, we will provide a courier to collect it, and send the correct one to you. Please ensure the product is not damaged in anyway.
Our friendly customer care team will get back to you as soon as possible and assist you with an exchange. If the piece is no longer in-stock, store credit or a refund will be issued.
Please ensure that you return the product to us in its original condition and original package (dust bag & plastic coverings with our coding). We reserve the right to refuse any refund claims.
Defects including but not to limited to:
- Major Scratches
- Leather Tear
- Stains that are not removable
- Buckle Hardware Defects etc.
- Any unusable/ unsalable conditions
Refunds:
Refunds will be issued to the original payment method once the returned products are received and inspected. Please allow at least 14 working days for the refund to be reflected in your account.
For any questions or assistance regarding exchanges and returns, please reach out to our customer service team at jenz.live@gmail.com and we will get back to you within 2 working days. Your satisfaction is important to us, and we appreciate your business.