Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at janai.express@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at janai.express@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at janai.express@gmail.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Last Updated: July 3, 2026

Welcome to JanaiExpress. Customer satisfaction is important to us; however, due to the nature of our business and to maintain product quality, hygiene, and fairness for all customers, all return, exchange, and refund requests are subject to the terms outlined in this Return & Refund Policy. By placing an order through our website, you acknowledge that you have read, understood, and agreed to this policy. Customers are encouraged to carefully review product descriptions, specifications, size charts, color options, and other product information before placing an order, as returns or exchanges based solely on a change of mind, personal preference, or incorrect size selection may not be accepted. We accept return or exchange requests only when a product is received in a damaged, defective, incorrect, or materially different condition from the item ordered, subject to verification by our customer support and quality inspection team. Any return or exchange request must be submitted within 3 days from the date of delivery by contacting us at janai.express@gmail.com, together with the order number and clear photographs or an unedited video showing the condition of the product, packaging, shipping label, and the reported issue. Failure to provide sufficient evidence may delay or prevent processing of the request. Returned products must be unused, unworn, unwashed, unaltered, free from stains, odors, cosmetics, perfume, pet hair, or any signs of use, and must include the original packaging, tags, labels, accessories, invoices, and any complimentary items received with the order. Products that are returned without their original condition or packaging may not qualify for a return, exchange, or refund. For hygiene and quality assurance reasons, products that have been worn, washed, damaged after delivery, modified, or otherwise rendered unsuitable for resale are generally not eligible for return or exchange unless required by applicable law. We reserve the right to inspect every returned item before approving any refund or exchange, and approval is granted only after the returned product has been received and verified to satisfy the conditions of this policy. Requests determined to be fraudulent, abusive, unsupported by sufficient evidence, or otherwise inconsistent with this policy may be declined. If an exchange is approved, it will be processed only if the requested replacement product, size, or color is available in stock. If the requested replacement is unavailable, we may offer an alternative product of similar value or another suitable resolution where appropriate. Refunds, where approved, will be processed only after the returned product has passed inspection. Original shipping charges, Cash on Delivery (COD) fees, convenience fees, gift wrapping charges, and similar service fees are generally non-refundable unless the return results from our confirmed error, such as shipping an incorrect item or a verified manufacturing defect. Customers are responsible for ensuring that returned products are securely packaged to prevent damage during transit. JanaiExpress is not responsible for items lost or damaged while being returned to us unless the return shipment is arranged by us. Orders canceled after dispatch may be subject to applicable shipping or handling charges where permitted by law. For Cash on Delivery (COD) orders, customers may receive a verification call, SMS, or WhatsApp message before dispatch, and orders that cannot be verified within a reasonable period may be canceled. Customers who repeatedly refuse confirmed COD deliveries without a valid reason may have future Cash on Delivery orders declined or be required to use prepaid payment methods if and when those methods become available. We reserve the right to refuse service, limit future purchases, or decline return requests in cases involving repeated misuse of our policies, excessive returns, suspected fraud, false claims, chargeback abuse, or any activity intended to exploit our return process. Product images displayed on our website are for illustrative purposes, and slight variations in color, texture, packaging, stitching, or appearance caused by photography, lighting, display settings, or manufacturing batches alone do not necessarily constitute a defect. Delivery delays caused by courier companies, weather conditions, public holidays, customs procedures, supplier delays, or other circumstances beyond our reasonable control do not by themselves qualify a product for return or refund. Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any rights or remedies that customers may have under applicable consumer protection laws. JanaiExpress reserves the right to amend, update, or modify this policy at any time by publishing the revised version on our website, and the version in effect at the time of your purchase will apply unless otherwise required by law. If you have any questions regarding this Return &Refund Policy or require assistance with a return, exchange, or refund request, please contact our customer support team at janai.express@gmail.com, and we will be pleased to assist you.