Refund policy
At Jessenia Original, we take great pride in the craftsmanship, precision, and quality of our products. If for any reason you are not fully satisfied with your purchase, we are here to assist you with a seamless and transparent return process.
1. 7‑Day Return Window
We accept return requests within 7 calendar days from the date you physically receive your order.
- Filing the Request: Your return request must be submitted via email within this 7-day period.
- Shipping back the item: Once your return request is approved, the item must be shipped back to us within 7 calendar days from the date of authorization.
2. Return Eligibility & Conditions
To preserve the integrity of our products, all returned items must satisfy the following conditions:
- Condition: Unworn, unused, unaltered, and undamaged.
- Completeness: Must include all original packaging, tags, certificates, instructions, and accessories.
- Proof of Purchase: Accompanied by the original invoice, receipt, or order confirmation.
Note: Each returned piece undergoes a strict quality inspection by our specialists. We reserve the right to decline returns or issue a partial refund if the item shows signs of wear, usage, or handling beyond what is necessary for basic inspection.
3. Non‑Returnable & Final Sale Items
Due to their bespoke or special nature, the following items cannot be returned, refunded, or exchanged:
- Custom, personalized, or bespoke products (including custom/personalized leather straps).
- Made-to-order items.
- Sale, promotional, or discounted items.
- Gift cards.
If you have any questions regarding the eligibility of a specific item, please contact us prior to placing your order.
4. Return Shipping Fees & Responsibilities
A. In Case of Defect, Damage, or Incorrect Item Sent
If your item arrives with a manufacturing defect, shipping damage, or an error attributable to us, we sincerely apologize.
- We will cover reasonable return shipping fees.
- Your original shipping charges will be fully refunded.
- Please provide photo/video evidence upon contacting us.
B. Change of Mind / Standard Returns
If the delivered item is correct and free of defects, but you wish to return it:
- Return Shipping: Return shipping costs are the sole responsibility of the customer.
- Original Shipping & Taxes: Original shipping fees, duties, and customs taxes/VAT are non-refundable.
- Prepaid Shipping Label Option: Upon request, we may provide a FedEx return label. The exact label cost will depend on your return location and will be deducted from your final refund amount.
- Transit Risk: We strongly recommend using a trackable and insured shipping service. Jessenia Original cannot be held responsible for return shipments that are lost, delayed, or damaged during transit.
5. Exchanges
To ensure product availability and avoid transit delays, we do not perform direct item-for-item exchanges. All exchanges are processed as a new transaction:
1. Submit a return request for the original item following our return procedures.
2. Once your return is approved, place a new order on our website for the desired replacement item.
(Note: Unless the return is due to our error, all return shipping costs and shipping fees for the new order remain the customer's responsibility.)
6. Refund Process & Timeline
1. Inspection: Once your return parcel arrives at our facility, our team will inspect the item within 2–3 business days.
2. Approval Notification: You will receive an email confirming whether your refund has been approved or rejected based on the condition of the returned item.
3. Processing:
- Upon approval, your refund will be processed back to your original method of payment.
- Refunds are generally completed within 5 to 10 business days after inspection approval.
- Restocking Fee: No restocking fees will be charged for standard returns.
- Bank Processing: Please note that your bank or credit card company may require additional processing time to post the credit to your account.
7. Step-by-Step Return Instructions
Step 1: Submit Your Request
Email our customer support team at cs@jessenia-original.com with the subject line: Return Request - Order #[Your Order Number].
Please include the following details:
- Order Number & Full Name
- Name/SKU of the item(s) you wish to return
- Reason for return
- Clear photos or video (if the item is defective, damaged, or incorrect)
Please do not ship items back without prior written authorization. Unauthorized returns will be refused and returned to sender.
Step 2: Pack Your Return
Once approved:
- Place the item carefully back into its original box and protective packaging.
- Ensure all original tags and documentation are attached/included.
- Seal the outer parcel securely to avoid damage during transit.
Step 3: Ship Your Parcel
- Ship the item within 7 days of receiving your return authorization.
- Send us the tracking number and courier name as soon as the item is dispatched.
- If Jessenia Original is covering the return shipping (due to defect/error), we will send you a pre-paid shipping label and instructions directly via email.
Step 4: Receive Your Refund
- Track your package to confirm delivery to our warehouse.
- Allow 5–10 business days after inspection for your refund to reflect on your payment statement.
Contact Us
For any questions regarding our Return & Refund Policy, please reach out to us:
- Email: cs@jessenia-original.com