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 all items have arrived safely. If there are any issues with your order, please read the Damaged, defective, or wrong items section down below and file a report on our Returns Portal within 3 business days.

What items are returnable?

Items must be unused and must have the original product packaging, tags, and instructions intact.

Items must be returned and received within 30 days from the date of purchase. 

What items are non 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.

How to begin?

To begin your return, please visit our Returns Portal. Your order number and email, zip code, or phone number is needed to login.

Once you are logged in, you will be able to select which item(s) you would like to return, the return action and then the return reason.

When your return request has been accepted, you will be receiving a follow up email with the next steps to your return. 

How do I ship back the items?

Returns must be shipped back in a separate, 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.

For further information please view the approval email that was sent to you.

Jinen is not liable for any damages that may occur during the return process.

What about the shipping label?

You will be able to use our convenient prepaid shipping label with returns for $11.95 per package for eligible customers within the contiguous U.S. that will be deducted from your refund.

Prepaid labels for Hawaii will be $16.95 and from Alaska will be $24.95.

Return label fees for store credit and exchanges will be waived.

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 days as your package may still be on its way. If you do not receive your package after the waiting period, please get in contact with us, so that we may begin an investigation with the shipping courier. 

The item I received is damaged, defective, or the wrong item.

If the purchased product is damaged, defective or you received the wrong item, please submit a request on our Returns Portal within 3 business days of arrival.

Once you login into our portal, please follow the steps and we will send a replacement or a refund depending on the return action you have selected.

For a damaged item, please keep all of the original product packaging, original shipping box, packing materials, and the damaged item for 7 business days. Depending on the damage type, we may have our shipping courier pick up the package for a damage inspection.

How do I exchange items?

If you are interested in making an exchange for a different size or color, please select the exchange option once you are logged into our Returns Portal and follow the steps.

You will be provided with a return label to return the items you were interested in exchanging. Once we have received the return and inspected the item, we will then issue a refund.

- Order now to avoid waiting times
If you prefer to avoid any waiting time between exchanges, we ask that you create a new order on our store before you finish submitting your request and write your new order number in the customer notes section in our Returns Portal. Once we have received and inspected the returning item(s) we will issue a refund immediately.

If an exchange order has not been placed before the returning items have arrived, we will automatically issue a refund via store credit to the email associated with the order.

- Order later for store credit
If you prefer not to make a new purchase and do not mind waiting for an exchange, store credit will be sent directly to your email. Once the code has been sent to you, you may use the store credit for your next purchase and will not expire until the full amount has been used.

If an exchange request does not meet the exchange requirements, we will get in contact with you and your request will be handled as a standard return with the return label fees deducted from your refund.

Jinen’s shipping policy will still apply to all exchange orders.

How do I return or exchange a gift?

If you are interested in returning or exchanging your gift, we offer store credit for gift returns. Please get in touch with us through our contact us page so that we can send you the next steps to the 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 has been received and inspected, you will be notified via email. If accepted, a refund will be processed within 48 hours, but may take up to 10 business days to appear on your statement. 

My question is not addressed...

If you have any inquiries, reach out to us through our Contact Us form here.