Return Policy

We want every Jenaluca customer to feel confident in their purchase, and we're happy to walk you through the details of our return policy below.

Requesting a Return

We offer a 7-day return window, beginning on the date your item is marked as delivered by the carrier. To be considered for a return, your request must be submitted in writing to m.jenaluca@gmail.com within this 7-day window, and must include:

• Your order number and proof of purchase
• Clear, well-lit photos and/or video of the item in its current, unused condition
• Clear photos of all original tags, inserts, and packaging materials, fully intact
• A brief written description of the reason for return

To be eligible for a return, your item must meet all of the following conditions:

• Unused, unwashed, and showing no signs of handling beyond visual inspection
• All original tags attached and unremoved
• Returned in its original, undamaged packaging, including any inner wrapping, inserts, or protective materials
• Accompanied by the original receipt or order confirmation

Items that do not meet every condition above will not be eligible for return, and we appreciate your understanding on this. Requests submitted after the 7-day window has closed, regardless of circumstance, cannot be accepted.

Please note that submitting a return request does not guarantee approval. Each request is reviewed individually, and we will follow up by email once our review is complete — please allow up to 5 business days for a response.

Please do not send any item back to us before receiving written approval. Unauthorized or unrequested returns will not be accepted, will not be refunded, and will not be returned to sender at our expense.

Restocking Fee

Approved returns are subject to a restocking fee of 15% of the item's purchase price, which will be deducted from your refund. This helps us cover the cost of quality inspection and restocking.

Shipping

If your return is approved, we'll provide instructions on how and where to send your item. You are responsible for purchasing your own shipping label with tracking, and we recommend retaining proof of shipment, as we are unable to issue refunds for packages that are lost or go untracked in transit. Items must be received by us within 7 days of return approval.

Damages and Issues

We carefully inspect every order before it ships. If you believe your item arrived defective or damaged, please contact us within 48 hours of delivery at m.jenaluca@gmail.com with photos and/or video clearly documenting the issue. Claims submitted after 48 hours may not be eligible for evaluation, as we're unable to confirm the condition of the item at time of delivery.

Exceptions / Non-Returnable Items

We're unfortunately unable to accept returns on the following, with no exceptions:

• Perishable goods (such as food, flowers, or plants)
• Custom, personalized, or special-order products
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases
• Sale, clearance, or discounted items
• Gift cards
• Any item not in its original, unused condition as described above

If you have a question about a specific item's eligibility, we're always glad to help — please reach out before placing your order.

Exchanges

We do not offer direct exchanges. The best way to get the item you'd like is to submit a return request for your original item, and once that return has been approved and received, place a new order separately. We're unable to hold or reserve inventory while a return is in process.

European Union 14-Day Cooling-Off Period

For orders shipped into the European Union, applicable law provides a 14-day right of withdrawal from the date of delivery, without needing to provide a reason. To exercise this right, please follow the same written request process outlined above within the 14-day period. As with all returns, your item must be returned unused, unworn, with all original tags attached, and in its original packaging, along with proof of purchase. The restocking fee outlined above does not apply to EU cooling-off returns where prohibited by law; where permitted, it will apply.

Refunds

Once we've received and inspected your returned item, we'll notify you by email whether your refund has been approved. Approved refunds, less any applicable restocking fee, will be issued to your original payment method within 10 business days of approval. Please note that your bank or credit card provider may require additional time to post the refund to your account.

For any questions about this policy, we're always happy to help at m.jenaluca@gmail.com.