JECANOLI 30-Day Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If you purchased Jecanoli products through another retailer or third-party platform, please contact the original seller directly and follow their return policy. This policy applies only to physical products purchased directly from jecanoli.com.
Once the returned merchandise is received and inspected, the refund process will begin. You may return eligible physical products purchased on Jecanoli.com subject to the terms below.
1. Conditions for Returns and Exchanges
Generally, there are two main reasons for returns:
① Product-related reasons: product quality issues, defects, wrong item received, or damage caused during transportation.
② Personal reasons: the customer no longer wants the item, does not like the item, ordered the wrong item, or the item does not meet personal expectations.
If there is a problem with the product itself or damage during transportation, we will review the issue and may provide a replacement, exchange, or other appropriate solution according to the situation.
If the return is requested for personal reasons, the customer is responsible for return shipping costs.
2. Eligibility for Return or Exchange
To be eligible for a return or exchange:
- The item must be in the same condition as received.
- The item must be unused, unworn, unwashed, and undamaged.
- The item must include all accessories, parts, tags, manuals, or items included in the original package.
- The item must be returned in its original packaging where possible.
- You must provide the receipt, order confirmation, or other proof of purchase.
- Items returned within 30 days after delivery may be eligible for a refund to the original payment method after inspection.
Items that do not meet the above conditions may be refused, partially refunded, or returned to the customer.
3. How Do I Return My Item?
To request a return, please contact us by email:
Support Email: support@jecanoli.com
Please include the following information in your return request:
- Your order number
- The name or email address used to place the order
- The item you want to return
- The reason for the return
- Photos or videos if the item is damaged, defective, or incorrect
After receiving your request, we will review your return eligibility and provide return instructions if your return is approved.
Please do not send items back without contacting us first. Returns sent without approval may not be accepted.
4. Our Return Process
Please read this Refund Policy carefully to determine whether your order is eligible for return or refund.
Step 1: Submit your return request by emailing support@jecanoli.com and include your reason for return.
Step 2: We will review your request and confirm whether your return is eligible.
Step 3: If approved, we will provide return instructions and the applicable return address.
Step 4: The customer is responsible for return shipping costs unless the return is due to our error, a defective item, or shipping damage confirmed by us.
Step 5: Please send the item back according to our instructions and provide the return tracking number by email.
Step 6: After we receive and inspect the returned item, we will process your return within 2–5 business days. If approved, the refund will be issued to the original payment method.
Refund posting time may vary depending on your bank, credit card company, or payment provider.
5. Return Shipping Costs and Deductions
Return shipping costs depend on the reason for return.
Product-related return
If the return is caused by product quality issues, defects, shipping damage, or an incorrect item sent by us, we will review the issue and provide an appropriate solution. This may include replacement, exchange, partial refund, or return instructions, depending on the situation.
Personal reason return
If the return is due to personal reasons, including but not limited to “no longer needed,” “do not like it,” “ordered the wrong item,” or “not as expected,” the customer is responsible for the return shipping cost.
If the returned item is opened but still unused, undamaged, complete, and resalable, we may deduct reasonable costs related to the original order processing, packaging, handling, or shipping where permitted by law.
If the returned item is missing packaging, accessories, parts, tags, or shows signs of use, wear, damage, or improper handling, the refund may be reduced or refused.
6. Order Changes and Cancellations
If you need to modify or cancel your order, please contact us as soon as possible at:
Please include your order number and the changes you would like to make.
Orders can only be modified or canceled before they enter processing, preparation, or shipment. Once an order has been processed, packed, or shipped, it cannot be modified or canceled.
For eligible orders canceled before shipment, we will refund your payment to the original payment method within 3 business days after cancellation approval.
If the order has already shipped and you still want to cancel it, you may need to follow our return process after receiving the package. Return shipping costs may be the customer’s responsibility unless the return is due to our error or a confirmed product issue.
7. Non-Returnable Items
We do not accept returns in the following situations:
- Items without proof of purchase or order information.
- Items returned after the 30-day return period.
- Clearance items or products marked as “final sale” or “non-returnable” on the product page.
- Items that have been used, worn, washed, altered, or damaged.
- Items scratched, broken, stained, or damaged due to improper use, cleaning, storage, or handling by the customer.
- Items damaged by misuse, negligence, intentional damage, or accidents.
- Items missing original packaging, accessories, parts, tags, or included materials, if this affects resale condition.
- Personalized, customized, or made-to-order items, unless they arrive defective, damaged, or incorrect.
8. Damaged, Defective, or Wrong Items
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item.
You should contact us within 15 days of receiving the product so we can evaluate the issue and provide an appropriate solution.
To help us review the issue, photos and/or videos may be required, including:
- Photos of the outer shipping package
- Photos of the inner packaging
- Photos or videos of the damaged, defective, or incorrect item
- Photo of the shipping label
- A clear description of the issue
Please keep all packaging materials until the claim is fully resolved. Discarding packaging may affect our ability to verify the issue or file a claim with the carrier.
Depending on the situation, we may offer replacement, exchange, partial refund, return instructions, or another appropriate solution.
9. Refund Due to Items Not Received
If you have not received your package within the estimated delivery timeframe, please contact us so we can help review the tracking information and delivery status.
If the package is significantly delayed or appears lost in transit, we will work with the carrier to investigate and determine the appropriate next steps based on the order status, tracking information, and applicable law.
If a package cannot be delivered due to an incorrect or incomplete address provided by the customer, additional shipping fees may apply if the customer requests reshipment.
If tracking shows the package was delivered but you cannot locate it, please first check with the carrier, household members, neighbors, front desk, mailroom, or nearby delivery locations. If the package still cannot be found, contact us promptly and we will assist in reviewing the delivery details.
10. Refund Method and Processing Time
Approved refunds will be issued to the original payment method used for the order.
After we receive and inspect your returned item, we will notify you whether the refund is approved or denied.
If approved, we will process the refund within 2–5 business days. After the refund is processed, it may take additional time for your bank, credit card company, or payment provider to post the refund to your account.
Original shipping fees, return shipping fees, handling fees, or other non-refundable charges may not be refunded unless required by law or unless the return is due to our error.
11. Exchanges
If you need to exchange an item due to damage, defect, or receiving the wrong product, please contact us at:
We may request photos, videos, or other information to verify the issue before arranging an exchange.
If the exchange is requested for personal reasons, the customer may be responsible for return shipping and any price difference between items.
12. Product Color and Appearance Notice
Product images on our website are taken and displayed as accurately as possible. However, the actual product color or appearance may vary slightly due to lighting, photography, screen settings, monitor differences, or production batches.
Such minor differences are not considered product defects. Please refer to the actual product received as the standard.
13. Contact Us
If you have any questions about this Refund Policy, returns, exchanges, damaged items, refunds, or after-sales service, please contact us using the information below.
Support Email: support@jecanoli.com
Phone Number: +1 9012199742
Company Name: JECANOLI INC
Company Address: Suite 300, 5291 DTC Boulevard, Englewood, Colorado
Postcode: 80111
Service Time: 9:00 a.m. – 6:00 p.m. (New York Time, USA), Monday to Friday, excluding holidays.
We usually respond to emails within one business day. If you don’t receive a reply, please check your spam folder.