Refund policy

JLU & Co.

RETURN, REFUND, AND EXCHANGE POLICY

At JLU & Co., we take pride in carefully curating and inspecting every item before shipment. We strive to ensure that every order meets our quality standards. Should an issue arise, this Policy outlines the circumstances under which returns, refunds, and exchanges may be accommodated.

I. GENERAL POLICY

All purchases made through JLU & Co., including but not limited to our website, TikTok Shop, Shopee, Lazada, Facebook, Instagram, and other authorized selling channels, shall be subject to this Return, Refund, and Exchange Policy.

By placing an order, the customer acknowledges that they have read, understood, and agreed to this Policy.

II. ELIGIBLE RETURNS

Customers may request a return only under the following circumstances:

  • The item received is incorrect.
  • The item received is defective due to manufacturing.
  • The item received is damaged prior to delivery.
  • Essential parts or inclusions are missing.
  • The item substantially differs from the product description or official product photos.

Requests must be submitted within seven (7) calendar days from the date the order is marked as delivered.

III. NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • Change of mind.
  • Wrong size selected by the customer.
  • Wrong color selected by the customer.
  • Customer preference after receiving the item.
  • Items showing signs of use, washing, alteration, perfume, smoke, stains, or damage caused after delivery.
  • Clearance, sale, promotional, or discounted items, unless defective.
  • Items without complete original packaging, tags, or accessories.
  • Products returned beyond the allowable return period.

IV. SIZE DISCLAIMER

Customers are responsible for reviewing the published size chart before placing an order.

Minor variations in measurements of approximately 1–3 centimeters due to manual measurement and production processes shall not be considered manufacturing defects.

V. COLOR DISCLAIMER

Actual product colors may slightly vary due to:

  • monitor settings,
  • lighting conditions,
  • photography,
  • device display calibration.

Such variations shall not constitute grounds for return or refund.

VI. CONDITIONS FOR RETURN

Returned products must:

  • be unused;
  • be unwashed;
  • retain all original tags;
  • include complete packaging;
  • contain all accessories originally included;
  • not have been altered.

JLU & Co. reserves the right to reject any return that fails to satisfy these conditions.

VII. REFUND OPTIONS

Where a return request is approved, JLU & Co. may provide any of the following remedies, as appropriate:

  • replacement of the item;
  • exchange for another available product;
  • store credit;
  • full refund;
  • partial refund where applicable.

Refunds shall be processed using the original payment method whenever reasonably practicable.

Processing times may vary depending on the payment provider or selling platform.

VIII. SHIPPING FEES

Shipping charges are generally non-refundable.

However, JLU & Co. shall shoulder the return shipping costs when the return is due to:

  • incorrect item shipped;
  • verified manufacturing defect;
  • damaged item received;
  • missing item attributable to our fulfillment process.

For all other approved returns, shipping costs shall be borne by the customer.

IX. RETURN PROCEDURE

Customers requesting a return shall provide:

  • Order Number;
  • Full Name;
  • Contact Information;
  • Clear photographs of the item;
  • Photographs of the packaging;
  • Unedited unboxing video showing the package from unopened condition until the product is fully revealed (required for damage or missing-item claims);
  • Description of the issue.

Failure to provide sufficient evidence may result in denial of the request.

X. INSPECTION

Upon receipt of the returned product, JLU & Co. shall inspect the item.

Approval of the return is subject to verification that the reported issue is genuine and that the product satisfies the return conditions under this Policy.

XI. FRAUDULENT CLAIMS

JLU & Co. reserves the right to reject claims involving:

  • altered products;
  • incomplete returns;
  • false or misleading information;
  • abuse of the return process;
  • repeated unreasonable claims.

Where fraud is reasonably suspected, the Company may deny future return requests and take appropriate legal or administrative action.

XII. LIMITATION OF LIABILITY

JLU & Co. shall not be liable for:

  • delays caused by courier services;
  • customer-provided incorrect shipping information;
  • failure of the customer to claim or receive the package;
  • normal wear and tear after delivery;
  • misuse, negligence, or improper care of the product.XIII. CUSTOMER SUPPORT

For return or refund concerns, customers may contact us through our official customer support channels and provide the required documentation for review.

XIV. POLICY AMENDMENTS

JLU & Co. reserves the right to amend or update this Policy at any time. The version published on our official selling platforms or website at the time of purchase shall govern the transaction.

JLU & Co.

"Curated with intention. Delivered with confidence."