Refund Policy – Jansnport.com

At Jansnport.com, we want you to feel confident in every purchase you make. This Refund Policy outlines the terms, conditions, and processes for requesting and receiving refunds, ensuring transparency and fairness for all our customers. We aim to make the refund experience as smooth as possible while upholding the quality standards of our brand.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

Timeframe: The refund request must be initiated within 30 days of the delivery date (as confirmed by the shipping carrier’s tracking information). Requests submitted after this window will not be approved, unless the item is damaged, defective, or was incorrectly sent by Jansnport.com.
Item Condition: Returned items must be in their original, unused, and undamaged condition—this includes intact product tags, original packaging (e.g., dust bags, boxes, plastic wraps), and no signs of wear, stains, or modification. Items that have been used, washed, or altered will not be eligible for a refund.
Exceptions:
Customized or personalized items are non-refundable, unless they arrive with a manufacturing defect or were personalized incorrectly due to our error.
Final sale items (marked as “Final Sale” on the product page) are not eligible for refunds, exchanges, or store credit.

2. How to Request a Refund

Follow these steps to submit a refund request:

Initiate Contact: Send an email to our customer service team at [email protected] with the subject line “Refund Request ”. Include the following details in your email:

Your full name and order number (found in your order confirmation email).
The name and SKU of the item(s) you wish to refund.
A clear reason for the refund (e.g., “item doesn’t fit”, “changed mind”, “damaged during shipping”).
For damaged/defective items: Attach 2-3 clear photos showing the issue (e.g., torn fabric, broken zippers, incorrect print) and a photo of the original packaging (if damaged).

Receive Return Instructions: Our team will review your request within 24-48 business hours. If approved, we will send you a pre-paid return shipping label (for U.S. orders) and a return address. For international orders, we will provide a return address, but shipping costs for returns may be the responsibility of the customer (unless the refund is due to our error).
Ship the Item Back: Pack the item(s) securely in the original packaging (or a comparable secure package) to prevent damage during transit. Attach the pre-paid return label and drop the package off at the designated shipping carrier location. Keep a copy of the shipping receipt and tracking number for your records—this helps resolve issues if the package is lost.

3. Refund Processing Timeline

Once we receive and inspect your returned item, we will process your refund according to the following timeline:

Inspection Period: Our warehouse team will inspect the returned item within 3-5 business days of delivery to our facility. We will verify that the item meets the eligibility criteria (unused, original condition, no damage).
Refund Initiation: If the inspection is approved, we will initiate the refund to your original payment method within 1 business day of inspection.
Refund Delivery: The time it takes for the refund to appear in your account depends on your payment provider:
Credit/debit cards: 5-7 business days (some banks may take up to 10 business days, depending on their processing cycles).
PayPal/Apple Pay/Google Pay: 2-3 business days (faster processing due to digital payment systems).
Gift cards: Refunds to gift cards will be processed as store credit and sent to your email within 1 business day of inspection.

Please note: We cannot speed up the processing time set by your bank or payment provider. If you do not see the refund after the expected timeline, contact your payment provider first—they can provide updates on pending refunds.

4. Special Cases for Refunds

Damaged or Defective Items

If you receive an item that is damaged during shipping or has a manufacturing defect (e.g., broken hardware, faulty stitching), you are eligible for a full refund (including original shipping costs) or a free replacement (if the item is in stock). To qualify:

You must contact us within 7 days of delivery (not the 30-day general refund window).
You must provide photos of the damage/defect and the original packaging (if shipping-damaged).
We may waive the return requirement for severely damaged items (e.g., items that are unusable) and process the refund immediately after verifying the issue.

Incorrect Items Shipped

If we accidentally send you the wrong item (e.g., wrong color, wrong style, wrong size), we will:

Cover all return shipping costs for the incorrect item.
Process a full refund (if you do not want a replacement) or send the correct item for free (if available).
Contact us within 7 days of delivery to report the error—we will resolve the issue within 3-5 business days.

Canceled Orders

If you cancel an order within 12 hours of placing it (and the order has not yet been shipped), we will process a full refund within 2-3 business days of cancellation. If the order has already been shipped, you will need to follow the standard return and refund process outlined above.

5. Refund Exclusions

The following scenarios are not eligible for refunds:

Items returned after the 30-day window (unless covered by the damaged/defective policy).
Items that are used, washed, altered, or missing tags/packaging.
Final sale items (marked as “Final Sale” on the product page).
Customized items (unless damaged/incorrect due to our error).
Shipping costs for international returns (unless the refund is due to our error).
Refunds for items lost or stolen during transit (contact the shipping carrier for claims—we can provide tracking information to assist).

6. Questions About Refunds

If you have questions about your refund status, eligibility, or the refund process, contact our customer service team at [email protected] with your order number and refund request details. We will respond within 24-48 business hours and provide updates on your request.

At Jansnport.com, we stand behind our products and our commitment to customer satisfaction. This Refund Policy is designed to be fair and transparent, and we will always work with you to resolve refund issues promptly.