Returns & Replacements
We hope you always are impressed with the products you receive, but please let us know if you are not completely satisfied with your purchase.
All returns must arrive at our Warehouse in perfect condition. The refund will be processed within 30 working days once the product has been returned to our premises and after the inspection has confirmed the product is in its original condition.
CANCELLATION OF ORDER
Custom Made Items:
If your product was made by your specifications of finish and/or material your purchase is final and can only be cancelled within 3 working days after the order is placed.
All other Items:
After placing the order: you have 2 working days to cancel your order after placing it for a full refund. After that time frame, please contact us and your request will be handled on a case by case basis.
Once you receive the product: if you change your mind and wish to return your item you will have to inform us in writing by filling the form within 14 working days after you received it. We will provide you with returns instructions. It is your responsibility to return the item and its original packaging undamaged.
The item must be returned in new and unused condition, in the original boxes and with all paperwork (this includes warranties, if applicable), parts and accessories to ensure full credit. “New and unused” means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used.
Damaged Goods, Returns and Refunds
The Customer has to verify the received products conformity at the time of delivery reception. Every anomaly concerning:
- Damaged parcel
- Missing products
- Damaged products
- Non-compliant product
Photographic evidence of the above is needed.
Items offered a discounted price will only be eligible for store credit or exchange only. They will not be eligible for a refund.
Free gifts with purchase:
Free Gifts with purchase must be returned together with your purchase to be eligible for a refund. Or, you can choose to return the purchase for an exchange or store credit and still keep the Free Gift.
You can return your exchanged item within 14 days from the delivery date of your original order. Please note that for second returns, we can not guarantee refunds, only store credits, or exchanges. Shipping fees may apply.
What Will Be Refunded:
Once we receive the item/s and packaging to our return address, we will process the refund within 30 days.
What is going to be refunded:
- The price paid for the goods
What is not going to be refunded:
- The shipping charges paid (both ways).
- Return shipping and insurance
- Customs Taxes to and from your Country when applicable.
Defective Or Damaged Items
If you receive a damaged or defective item, contact our Customer Service immediately (within 48 hours from delivery). Please supply your order number. We will also need your e-mail address and phone number. If you don’t inspect the items within the 48 hours window you lose the possibility to claim for defective or damaged deliveries.
Jurande will make every reasonable effort to replace the item in a timely manner. If there is extensive damage to the carton, refuse the order and contact our Customer Service immediately. Please have your order number available when you contact Customer Service.
In case of product exchange, Jurande will apply a store credit for your original shipping costs, giving you the opportunity to enjoy free shipping on your exchange order.
All items properly returned under this policy are eligible for a refund or a store credit, at your option. If you choose a refund, the full purchase price (shipping excluded) will be credited when Jurande has received and processed your return.
Typically, within 7-10 business days after the item is delivered back to Jurande. We will email you when the credit has been submitted to your credit card. Credit card companies vary in the time it takes for a “credit” to appear on your monthly statement.
Please allow one to two billing cycles for the refund to appear on your statement.
- In order to accept and process the return, merchandise must be shipped within 5 calendar days of the return authorisation.
- Repack the product in its original packaging materials, including warranties. Do not include any other markings or text on the package except what is specified in our return instructions.
Our aim is that you are satisfied with everything you purchase from our online store.If you change your mind for any reason and wish to return your purchase, as an EU consumer you can do so within 14 days of the delivery date.