Refund Policy
At JAP The Brand, customer satisfaction is our top priority. We understand that sometimes purchases may not meet your expectations, and we are here to make the return process as seamless as possible. Please read our refund policy carefully to understand your rights and our obligations.
Refund Eligibility
We accept refund requests under the following conditions:
Defective or Damaged Items: If your product arrives damaged or defective, please contact us within 10 days of receiving your order.
Incorrect Items: If you receive an incorrect item, we will gladly replace it or offer a refund.
Unopened and Unused Products: Products must be unworn in their original condition, including packaging, tags, and accessories, to be eligible for a refund.
Refund Process
Contact Us: Reach out to our customer service team at info@japthebrand.com with your order details/number, proof of purchase, and a clear description of the issue. Attach photographs if the product is damaged or defective.
Return Shipping:
Please note that failure to include the correct Order No along with your return, will result in a delay to your refund being processed, as the team will not be able to know who to refund.
Items returned that appear to have been worn (heavily fragranced, stretched etc) will not be refunded, and the option given for the customer to pay to have the item/s shipped back to them.
We do not offer exchanges. We only offer returns and this is because we cannot guarantee to have the item you wish to exchange your purchase with in stock and ready to ship. If an item does not fit well and you want to exchange it for a different size, you will have to obtain a refund for the item you wish to return and place a new order for the different size choice. Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
We advise that you use a tracked delivery service to return your items.
For international returns, please pay for all customs duties and taxes. Any returned items (at your own cost) with outstanding duties/tax charges may be held at customs. We are unable to cover these charges and you will need to contact your courier to resolve this.
For international orders, please ensure you mark your returned parcel as RETURNED GOODS with the country of origin marked as the UK.
If we incur any fees, they will be deducted from your refund amount. Your local tracked shipping service is typically the most affordable.
Refund Issuance: A refund will be issued back to the original method of payment for the item/s returned. We will process your refund within 10 working days of receiving and inspecting the returned item. However, please note that your bank may take longer to process this. Refunds will only be credited to the original payment method. Please note that original shipping fees are not refundable. If your return is due to a defective item or a mistake made by JAP The Brand, we will be responsible for shipping a replacement out to you or cover your original shipping fees in the case of a refund. If on its way back to us, your package is lost in transit, please email info@japthebrand.com and we will do our best to resolve the issue. However, we cannot be held responsible for packages once proof of delivery has been obtained.
Non-Refundable Items
The following items are not eligible for refunds:
- Personalized or customized products.
- Items purchased on sale or clearance.
- Products not returned in their original condition.
Late or Missing Refunds
If you haven’t received your refund within the expected timeframe:
- Check your bank or payment provider for any pending transactions.
- Contact your bank, as processing times may vary.
- If you’ve done all of this and still have not received your refund, email us at info@japthebrand.com
Contact Us
If you have any questions about our refund policy, please do not hesitate to contact us:
Email: info@japthebrand.com
We strive to make your shopping experience with JAP The Brand as enjoyable and worry-free as possible. Thank you