FAQ - Return Policy
We at Jinen are committed to providing not only quality products but also quality service. If you are interested in returning or exchanging an item or have any inquiries, we will be more than happy to assist you.
Upon the arrival of your package, please check to see if all items have arrived safely. If any items have arrived damaged please contact us within 3 business days.
What is the return process?
To begin your return, please enter your order number and email address associated with the order on our Return Center.
Please follow the steps on our return page when submitting a return request.
If your return request is approved, you will receive a follow-up email regarding the next step to ship back the item.
Once we have received your return, we will inspect the item, then issue a refund if there are no problems with the returning item.
What items are returnable?
Items must be unused and in the original packaging with all the product tags and instructions intact.
Items must be returned and received within 30 days from the date of purchase.
What items are not refundable?
The following conditions may lead to the rejection of your return/exchange request.
1. Used Items.
2. Items without the original product packaging, tags, and instructions.
3. Items that get damaged or lost during the return process.
4. Gift Cards (except where required by law).
My package was marked as delivered but I haven’t received it.
If your package has been marked as delivered but you do not see it at your property, there is a chance that your package is still on its way or was accidentally delivered to your neighbor’s property. We kindly ask that you wait 3-5 days as your package may be delivered to you late. If you do not receive your package after the waiting period, please get in contact with us.
The item I received is damaged or defective.
If the purchased product is damaged or defective, please initiate a return on our returns page. We do require a few photos to be uploaded before submission. Once we have confirmed the product is damaged or defective, we will ship out a replacement order as soon as we can.
For a damaged item, please keep all of the original product packaging, original shipping box, packing materials, and the damaged item. This will allow us to have our shipping courier to pick up the package for a damage inspection.
For a defective item, we will send an exchange invoice, as well as a return label. Upon completion of the exchange invoice, we will ship out a replacement as soon as we can, and issue a refund upon arrival of the returning item.
How do I exchange items?
If you are interested in just returning your item, please follow the return instructions mentioned above.
If you are interested in exchanging an item. On our returns page, please select the exchange option.
Please create a new order on our website before you have finished the process on our returns page. This will help minimize the wait time for your items as the exchange items will be shipping to you, while you return the items back to Jinen.
Once your exchange request has been approved, we will send you a return label, along with instructions to the next step.
Once we have received the return and inspected the item, we will then issue a refund.
Jinen’s shipping policy applies to exchange orders.
How do I ship back the items?
For instructions on how to ship the returned products, please refer to the email received after placing the return request.
Jinen is not responsible for return shipping charges unless there is a mistake in your order, the item was damaged, or there is a product defect.
Returned items must be unused and in the condition you received it in. Along with any product tags, instructions, and original product packaging.
Returns must be shipped back in a proper shipping box. You must ensure that returning items are properly packaged, and at your option, insured. Please do not ship back the item in just the product packaging box, as your return will be rejected.
Jinen is not liable for any damages or lost items that occur in the return process.
What are the refund options?
The following refund options are supported:
1. Refund to the original payment method
2. Refund to store credit
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via email. If approved, we will issue a refund right away which may take up to 10 business days to be processed.
My question is not addressed...
If you have any inquiries, reach out to us through our Contact Us form here.