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    • Returns

    HOW DO I RETURN AN ITEM?

    If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order.

    Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

    Only items purchased directly from Jackson Vale will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

    Returned items must be in original packaging, including any accessories, manuals, and documentation.

    Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

    Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

    Returns made without receipt may be refused. Jackson Vale reserves the right to deny any return.

    You will be responsible for paying for your own shipping cost for returning your item. Shipping cost are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

     

    WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

    If the items that you receive are not what you ordered please contact us ASAP, If the are damaged or defective, again please contact us and we will review your request. (Sending images is very helpful for our team)

     

    Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

    Please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:

    • Order number
    • Proof of purchase
    • Video or photo of the faulty product (if applicable)
    • Complete delivery address
    • Contact telephone number

    In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.


    HOW LONG IS THE RETURNS PROCESS?

    Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

    For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.


    WHEN WILL I RECEIVE MY REFUND?

    All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request.


    HOW DO I CHANGE OR CANCEL MY ORDER?

    Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.