Refund policy

Returns Policy
Before placing an order, please carefully review this after-sales policy. By placing an order, you agree to this policy.

If the return is due to customer error, the customer will be responsible for the shipping costs. The specific cost will depend on the courier service chosen.

If, due to our error, the products received are damaged or incorrect, the customer will not be responsible for shipping costs.

Delivery Timeframe
After-sales service is available after order payment and before order completion.

If any issues arise with after-sales service, the processing time will be extended.

We will offer faster processing and would appreciate it if you could provide:

Photos or videos of the damaged item to verify the damage.

Products must be returned to our warehouse if our after-sales team requests a return.
Except in cases of significant interpretation, we will issue a refund, resend, or accept the return in any of the following cases:

1. Delayed orders.

Orders lack tracking information, are in transit, pending, or expire after 60 days from the date of shipment from our warehouse. Shipping times may vary for the following countries and methods:

For orders shipped to the USA, the delivery time is 38 days from the date of shipment from our warehouse.

For Brazil, the delivery time is 110 days from the date of shipment from our warehouse due to strict customs procedures in Brazil.
For some special shipping methods, we cannot handle after-sales issues. (Please see the following important interpretation)
Notes:
Occasionally, orders arrive at the nearest post office and are held due to an incomplete address, unclaimed package, unavailable tracking number, etc. It will be much more convenient for you to contact your local post office or pick up your order in person.

2. Order Not Received.
We will not process a refund or reshipment if the tracking information indicates that the order has been delivered.

If you do not receive the package, you will need to present a non-delivery certificate issued by the local post office with an official stamp.
Tracking Information Alert. The tracking information will show an alert for the following reasons:
Incorrect/Insufficient Address.
Tracking Number Unavailable.
Recipient Unknown.
Refused.
Not Collected on Time.
Not in a Secure Delivery Location.
Customs Clearance Not Completed.
Other.

Notes: The local distributor will make 1 to 3 delivery attempts depending on the situation. If you do not claim the package within the delivery timeframe, it will be returned to the local post office for storage within 3 to 7 days. In the meantime, you will need to collect the package yourself. Otherwise, the product will be returned to the sender, our logistics company.

We cannot offer a refund or reshipment if we do not process the undelivered order or if the package is destroyed by the logistics company. If unsigned orders are not processed promptly or are destroyed by the shipping company, we cannot issue a refund or reship the item.

3. Damaged Products.

We offer a full refund or replacement if packages arrive severely damaged.

We offer a partial refund or replacement if packages arrive partially damaged (excluding minor threads, creases, small scratches, etc.).

Notes:
For fragile products, a refund is strongly recommended.
For damaged packaging boxes, we cannot offer refunds or other after-sales services due to long-distance international shipping. For standard products, you must request after-sales service within 30 days of package delivery.
For electronic products, you must request after-sales service within 30 days of package delivery.

4. Incorrect or Missing Products.
We conduct strict quality control before shipping products. We will handle incorrect or missing products as follows:

For incorrect products, we offer a full refund or replacement. For products with incorrect color or size that do not affect functionality, etc., we offer a partial refund.
For missing parts that do not affect functionality, we can offer a partial refund or resend the missing part; for missing parts that affect functionality, we only resend the product.
For accessories, we resend the accessories.

Notes:
For missing parts that do not affect functionality, we can offer a partial refund or resend the missing part; for missing parts that affect functionality, we only resend the product.

Important Interpretation
1. Deadline for Opening After-Sales Service.

You cannot open after-sales service if the order status is closed. We cannot handle after-sales service since all tracking information has been verified.

Notes:

After-sales service will be automatically closed if the order is closed and we do not respond for seven consecutive days.

2. Force Majeure.

We are not responsible for any product damage or shipping delays caused by force majeure events, including but not limited to: epidemics, international situations, strikes, wars, earthquakes, floods, viruses, storms, heavy snowfall, or customs inspections. However, we will notify you via chat, email, etc.

Shipping Method Limitations.

Some shipping methods are not trackable once orders reach certain countries, states, or cities. We have indicated these shipping methods in advance and will not accept any disputes if you choose them for certain countries, including:

PostNL, Turkish Post, Swiss Post, and Correos ElectrónicosNL to the USA, UK, Canada, Australia, South Africa, overseas territories, and overseas island areas.

Note: For DHL, CJPacket Fast Line, CJPacket JL Express, and CJPacket Thailand, additional charges will apply to remote addresses.

3. Destination Limits

Due to international shipping limitations, we do not offer after-sales service for orders shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Eswatini, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Réunion, Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, French Guiana.

4. Returns.
Products can only be returned to our warehouses in China. However, we do not recommend returning them to our warehouses, as international shipping costs are high and it takes at least 3 months for the product to reach our warehouse in China. Most products will be lost during the return process. Furthermore, most returned products will be damaged in transit.

Please return the products within 30 days of receipt.

5. Unacceptable After-Sales Service
We will not accept any unreasonable after-sales service, including but not limited to:

The buyer doesn't like the product.
The product description is inaccurate.
The products have a strange odor.
The buyer ordered the wrong items or SKU.
The shipping address was provided incorrectly.
Discrepancies between products are negotiated in advance.
Logistics companies remove tracking information.
We always strive to provide the best service. If you have any further questions, please feel free to contact us.

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 tinfo@jjtraderny.co. Please note that returns will need to be sent to the following address: [205 GRANT AVE BROOKLYN NY 11208 ESTADOS UNIDOS DE NORTEAMERICA]

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 info@jjtraderny.co

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 tienda@jjtraderny.co.