Refund Policy

We do not offer refunds or replacements when customers enter the wrong shipping address OR after you received exactly what you ordered and changed your mind.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items must be returned with a notation of the customers name, order ID and reason for the return or the refund cannot and will not be processed. We cannot offer refunds on customised items add on costs.

To start a return,

(1) Item(s) must be sent in the same condition as you received it using our return label that is provided by our customer service representatives.

(2) Email us at info@jenacdirect.com (Your Name, Order Number, proof of purchase and the reason why you are requesting a refund).

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Do not send your purchase back to the address from which it came.  

You can always contact us for any return question at info@jenacdirect.com

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and you have not seen your refund, please contact us at info@jenacdirect.com

Custom Orders - Custom design orders cannot have the admin and message card creation refunded. The refunded amount for these orders will be that of any standard design.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If an item is defective or damaged due to manufacturer error or if we ship you the wrong item, we will send a replacement to you.  You may need to return the wrong item with a prepaid shipping label (return label is generated by our customer service representatives via email at info@jenacdirect.com. You must send pictures of the damaged or incorrect item to start the replacement process.

Please be aware we cannot offer returns on ear-rings due to the nature of the item. Please do not return these items as we cannot make exceptions. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

JENAC Direct will not be held responsible for lost items due to incorrect information being provided by the consumer. In the event that incorrect shipping information is given and an item is not delivered as a result, we cannot process a refund. 

Returned to Sender

If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you.  You will need to pay a shipping and handling fee to cover the costs of reshipping.  If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance.  There will be a 30% restocking fee taken out of the refund as well.  

Clearance Items

Items sold on clearance cannot be returned or refunded.  They may not include original packaging.  We make no guarantees about the condition of these items. 

Order Cancellation

All of our products are printed on demand, especially for each customer at the time that they order.  Because of this, we can only cancel or modify orders within the first 10 hours after purchase.  Orders for Apparel, Mugs, and Ornaments cannot be canceled or modified at all. If you need to correct any details after making a purchase, you can notify the team at info@jenacdirect.com immediately.

International Shipping

Customs Duties, Tax and charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.

For inquiries and any other concerns, you may contact us through the following channels:

Email : info@jenacdirect.com
9:00 AM - 5:00 PM GMT Monday to Friday