Return & Refund Policy
Return & Refund Policy
At Jelenevia, we want you to feel confident when shopping with us. Please review the following policy before requesting a return, refund, or replacement.
30-Day Return Policy
If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.
Approved returned products will be refunded to the original payment method. Please note that the original shipping charges are non-refundable.
Return conditions or eligibility may vary during promotional events, including Black Friday, seasonal sales, clearance events, and other limited-time offers. Please review the specific promotion terms before placing your order.
How to Request a Return
Before returning any product, please contact our customer support team to request return authorization and return instructions.
When contacting us, please include:
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Your full name;
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Your order number;
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The product you would like to return; and
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The reason for the return.
Once we receive your request, our customer support team will provide the applicable next steps and, where available, a return shipping label.
Products returned without prior authorization may not be accepted or refunded.
Return Eligibility
To qualify for a return, the product should be returned in the condition in which it was received, together with its original packaging and any included accessories.
For hygiene and safety reasons, products that have been used, worn, applied, altered, damaged after delivery, or returned without their original packaging may not qualify for a refund unless they arrived defective or damaged.
Products Purchased from Other Retailers
This policy applies only to products purchased directly through the Jelenevia website.
For Jelenevia products purchased from another authorized retailer or third-party platform, please contact the original retailer directly. The return and refund policies of that retailer will apply.
Damaged or Defective Products
Please inspect your order as soon as it arrives.
If a product arrives damaged or defective, contact our customer support team within 14 days of delivery.
Use the subject line:
DAMAGED ITEM
Please include:
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Your order number;
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A clear description of the issue;
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Photographs or videos showing the damaged product;
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Photographs of the outer packaging; and
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A photograph of the shipping label.
Once the claim has been reviewed, we may offer a replacement, partial refund, or full refund, depending on the circumstances.
Please do not discard the damaged product or packaging until our customer support team has completed its review.
Missing Items
If one or more products are missing from your order, please contact us using the subject line:
MISSING ITEM
Include your order number, the name of the missing product, and photographs of the products and packaging you received.
Please note that some orders may be shipped in multiple packages. Before submitting a missing-item claim, review your shipping confirmation emails and tracking information to determine whether the remaining products are still in transit.
Incorrect Products
If you receive a product that is different from the product you ordered, contact us as soon as possible.
Please provide your order number and clear photographs of the product, packaging, and shipping label. Once verified, we will provide an appropriate resolution.
Exchanges
To request an exchange, contact our customer support team before returning the product.
Exchange requests are subject to product availability. If the requested replacement is unavailable, we may issue a refund for the eligible returned product instead.
Return Shipping
Where a return is approved because the product arrived damaged, defective, or incorrect, Jelenevia may provide a prepaid return label or another return solution.
For returns based on personal preference, incorrect product selection, or change of mind, return shipping costs may be the responsibility of the customer unless otherwise stated.
Any return shipping charges or deductions will be communicated before the return is processed.
Refunds
After your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Your bank, credit-card provider, PayPal, or payment processor may require additional time to post the refund to your account.
Original shipping charges, express shipping fees, insurance fees, customs duties, taxes, and other delivery-related charges are generally non-refundable unless required by law or the refund results from an error made by Jelenevia.
Late or Missing Refunds
If you have not received an approved refund:
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Check your bank or payment account again.
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Contact your credit-card company or payment provider.
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Contact your bank, as processing times may vary.
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Contact our customer support team if the refund still does not appear.
Promotional and Sale Products
Products purchased during promotional events may be subject to different return conditions.
Certain clearance, final-sale, personalized, bundled, or heavily discounted products may not qualify for returns unless they arrive damaged, defective, or incorrect.
Any special restrictions will be displayed on the relevant product or promotional page.
Contact Us
For return, refund, exchange, damaged-item, or missing-item requests, please contact:
Email: support@jelenevia.com
Please include your order number in your message so that our team can assist you efficiently.