Refund & Returns Policy

Refunds and Returns Policy

Effective Date: December 2, 2024

At JeanAndOlive.net, operated by Kofi, we are committed to ensuring your satisfaction with our products. This Refunds and Returns Policy outlines the process, conditions, and timeframes for returning products and receiving refunds.

If you have any questions, please contact us at:
Email: [email protected]
Address: 10125 131st Surrey B.C, Vancouver, Canada V3T3P5

1. Return Eligibility

We accept returns under the following conditions:

  1. Timeframe:
    • Returns must be initiated within 30 days of receiving your order.
  2. Condition of Products:
    • Products must be unused, undamaged, and in their original packaging, including all accessories, manuals, and tags.
    • Products showing signs of wear, damage, or missing components are not eligible for return.
  3. Proof of Purchase:
    • A valid proof of purchase (e.g., order confirmation email or receipt) is required to process the return.

2. Non-Returnable Items

The following items are not eligible for returns:

  • Gift cards or promotional items.
  • Custom or personalized products unless they are defective or damaged.

3. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact Customer Support:
    • Email us at [email protected] with the following details:
      • Your order number.
      • A description of the issue or reason for the return.
      • Photos of the product (if applicable).
  2. Receive Return Authorization:
    • Our team will review your request and provide a Return Authorization Number (RAN) along with return instructions within 2 business days.
  3. Ship the Product:
    • Pack the product securely in its original packaging.
    • Include your proof of purchase and the provided RAN.
    • Ship the package to the return address provided in the return instructions.

4. Return Shipping Costs

  • Customer Responsibility:
    • Customers are responsible for return shipping costs unless the return is due to a defect, incorrect item, or damage caused during shipping.
  • Prepaid Labels:
    • If eligible, we may provide a prepaid return label for defective or incorrect items.

5. Refunds Process

  1. Inspection and Approval:
    • Once we receive your returned item, it will be inspected within 5 business days to ensure it meets our return conditions.
  2. Refund Issuance:
    • Approved refunds will be processed to your original payment method within 7-10 business days of inspection.
    • You will receive a confirmation email once your refund has been issued.
  3. Deductions (if applicable):
    • Shipping fees are non-refundable unless the return is due to a defect or error on our part.

6. Exchanges

  • Eligibility:
    • Exchanges are accepted for defective, damaged, or incorrect items only.
    • Requests for size, style, or color changes will be treated as a new order.
  • Process:
    • Contact us at [email protected] to request an exchange.
    • Follow the same process outlined in the “How to Initiate a Return” section.

7. Damaged or Defective Items

If you receive a defective or damaged product, please notify us within 7 days of receipt. Include photos of the damage and your order details. We will either replace the product or provide a full refund, including shipping costs.

8. Late or Missing Refunds

If you haven’t received your refund after the specified timeframe:

  1. Check your bank account or credit card statement.
  2. Contact your bank or payment provider, as processing times may vary.
  3. If you still have not received your refund, email us at [email protected], and we will assist you promptly.

9. Customer Support

If you have any questions or need further assistance with your return or refund, contact us:

  • Email: [email protected]
  • Mailing Address: 10125 131st Surrey B.C, Vancouver, Canada V3T3P5

This Refunds and Returns Policy ensures fairness for both our customers and business while maintaining transparency and user-friendliness. Thank you for choosing JeanAndOlive.net! We value your trust and are committed to providing you with exceptional products and service.