Refund policy
Refund & Return Policy
At JUAN & ME, we want you to love your purchase, but if you’re not completely satisfied, we’re here to help.
Returns:
- We accept returns on full-priced items within 14 days from the date of delivery.
- Items must be unworn, unwashed, and in their original condition, with all tags still attached.
- Sale items and final sale purchases are not eligible for return or exchange.
How to Return:
- Email us at customercare@juanandme.com to initiate your return, and include your order number and the reason for the return.
- We will provide you with a return authorization and the return address.
- Pack your item(s) securely in the original packaging if possible.
- Ship the return item(s) to the address provided. We recommend using a trackable shipping service, as we are not responsible for lost returns.
Refunds:
- Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund.
- Approved refunds will be processed back to the original payment method within 5-7 business days. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.
Exchanges:
- We currently do not offer direct exchanges. If you wish to exchange an item for a different size or color, please return the original item and place a new order for the desired item.
Faulty Items:
- If your item is faulty or damaged, please contact us at customercare@juanandme.com within 7 days of receiving your order, and we will arrange a return and provide a full refund or replacement.
- We will cover the cost of return shipping for faulty items.
Shipping Costs:
- The cost of return shipping is non-refundable, unless the item is faulty or incorrect.
- We recommend using a trackable shipping method to ensure your return reaches us safely.
Questions?
If you have any questions or need further assistance, please don’t hesitate to contact us at customercare@juanandme.com