Refund & Returns Policy

Refunds & Returns Policy

Last Updated: February 13, 2025

At Jilanie Wear, we want you to love your purchase! If you’re not completely satisfied with your order, our Returns & Refunds Policy outlines how to request a return, exchange, or refund.

1. Eligibility for Returns

We accept returns and exchanges for the following reasons:
✅ Defective or damaged items upon arrival.
✅ Incorrect product received (wrong size, color, or design).
✅ Unworn, unwashed, and unused items in their original packaging.

Non-Returnable Items

❌ Customized or personalized T-shirts (unless defective or incorrect).
❌ Items that have been worn, washed, or altered.
❌ Sale or clearance items (final sale).

2. Return Process

To initiate a return, follow these steps:

1️⃣ Contact Us

  • Email us at [email protected] with your order number, reason for return, and photo evidence (if applicable).
  • Our support team will review your request within 2 business days.

2️⃣ Return Approval & Shipping

  • If approved, we will provide a return shipping address and instructions.
  • Customers are responsible for return shipping costs, except for defective or incorrect items.
  • Use a trackable shipping method to ensure safe delivery.

3️⃣ Inspection & Processing

  • Once we receive the item, we will inspect it within 3-5 business days.
  • If approved, a refund or exchange will be issued.

3. Refund Policy

  • Refund Method: Refunds are processed to the original payment method.
  • Processing Time: It may take 5-10 business days for the refund to reflect in your account.
  • Shipping Costs: Original shipping fees are non-refundable.

4. Exchanges

  • If you need a different size, color, or design, we can process an exchange (subject to stock availability).
  • If unavailable, we will offer a refund or store credit.

5. Cancellations

  • Orders can be canceled within 24 hours of purchase for a full refund.
  • After this period, orders are already in production and cannot be canceled.

6. Contact Information

For return or refund requests, reach out to us:
📧 Email: [email protected]
📍 Address: 9524, Nairobi, Kenya