Refund policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. Full refunds are only available to customers that receive damaged items or the wrong items. Partial refunds are offered at our discretion and need to be requested by contacting jen@thejenvine.com. All sale items are final and non-returnable / non-refundable. We do not offer exchanges, including products ordered in the wrong size. Please refer to the size charts and adjust for fit preferences and slight variations before purchasing.
To be eligible for a return, please read our policy for acceptable returns. 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.
To request a return, you can contact jen@thejenvine.com. Please note that returns will need to be sent to the return address based on the facility where your package was fulfilled.
If your return is approved, we’ll provide instructions on how and where to send your package. If your return is not due to having defective, damaged, or wrong item(s), you will be liable for any and all shipping costs. We must receive your return in order for it to be accepted. Items sent back to us without first requesting a return will not be approved or accepted.
You can always contact us with any return questions by emailing jen@thejenvine.com.
Please read the following carefully for further information about acceptable returns:
Damages and Issues
Please inspect your order upon receiving it. Contact jen@thejenvine.com 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.
Any claims for misprinted / damaged / defective items must be submitted within 15 days after the product has been received. Claims deemed an error on our part are covered at our product supplier's expense.
For packages lost in transit, all claims must be submitted no later than 15 days after the estimated delivery date.
Exchanges
Unfortunately, due to the production nature of our print on demand partner(s), our return policy doesn’t cover exchanges, including products ordered in the wrong size. Because of this, we won’t be able to issue you an exchange or a full refund for the order. But we might be able to offer you a partial refund. Please refer to the refund section for more information.
Other Returns by Customers - Except for customers residing in Brazil, we do not refund orders for buyer’s remorse.
All other returns are offered at our discretion and need to be requested by contacting jen@thejenvine.com. If you notice any issues with your order, please contact jen@thejenvine.com and include your order number so we can better assist you.
Customers residing in Brazil and regretting their purchase must contact jen@thejenvine.com and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item(s).
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
Full refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact jen@thejenvine.com with photos of wrong/damaged items and we’ll sort that out for you.
If you wish to request a partial refund, please contact jen@thejenvine.com. If approved, in order to receive a partial refund, you must follow our return policy, return the product, and wait until after the return is received and accepted by our production partner.
We will notify you once they’ve received and inspected your return and let you know if the return was accepted or not. If approved and accepted, 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, please contact jen@thejenvine.com.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to a facility and you will be liable for the cost of a reshipment (if and as applicable).
Any returned orders due to the wrong shipping address or a failure to claim the shipment might not be available for reshipping and will be donated to charity at your cost (without us issuing a refund). Please make sure all information is correct before placing your order and contact jen@thejenvine.com immediately to see if we can make corrections, but this might not be possible due to the nature of production and shipping.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Notification for EU consumers - According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
therefore we reserve the rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.