Return & Refund Policy

Effective Date: July 16, 2026

At Jackcray, customer satisfaction is our priority. We want you to shop with confidence, knowing that if your purchase does not meet your expectations, we offer a straightforward return and refund process.

This Return & Refund Policy explains the conditions under which products may be returned, how refunds are processed, and what customers can expect throughout the return experience. Please read this policy carefully before making a purchase.

60-Day Return Policy

Jackcray accepts returns within 60 calendar days of the date your order is delivered.

If more than 60 days have passed since your delivery date, we may be unable to approve your return request.

To qualify for a return, the item must meet the eligibility requirements described in this policy.

Return Eligibility

To be eligible for a return, items should meet the following conditions:

• Returned within 60 days after delivery.
• In their original condition.
• Free from unnecessary damage caused after delivery.
• Returned with all original components, accessories, or packaging whenever possible.
• Not intentionally altered or modified after receipt.

We reserve the right to inspect all returned merchandise before approving a refund.

Items That Cannot Be Returned

For hygiene, safety, and quality assurance reasons, certain items may not be eligible for return, including:

• Items showing excessive wear or misuse.
• Products intentionally damaged after delivery.
• Products modified, resized, or customized after purchase.
• Items returned without sufficient identifying order information.
• Products returned after the 60-day return window.

If a return cannot be accepted, we will notify you with an explanation.

How to Start a Return

To request a return:

1. Contact our customer support team.
2. Include your order number.
3. Provide the reason for the return.
4. If applicable, include photographs showing any damage or incorrect items received.
5. Wait for return instructions before sending your package.

Returning an item without prior authorization may delay processing.

Return Shipping

Once your return request has been approved, we will provide instructions for returning your item.

Customers should package returned merchandise securely to reduce the risk of damage during transit.

We recommend using a shipping service that provides tracking information for your records.

No Return Fees

Jackcray does not charge:

• Restocking fees
• Return processing fees
• Refund handling fees

If your return is approved, your refund will be processed without any additional administrative charges.

Damaged or Defective Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible.

To help us resolve the issue quickly, please include:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the packaging, if applicable

Our team will review the information and work to provide an appropriate resolution.

Incorrect Items

If you receive an item different from what you ordered, please notify us promptly.

After reviewing your request, we will provide instructions for resolving the issue, which may include a replacement or refund where appropriate.

Missing Items

If an expected item is missing from your shipment:

• Verify your shipment confirmation email.
• Check whether your order was shipped in multiple packages.
• Review the tracking information.
• Contact our customer support team if an item is still missing.

We will investigate and assist you as quickly as possible.

Exchanges

If you would like a different item, size, or style, we recommend requesting a return for the original item (if eligible) and placing a new order for the desired product.

This helps ensure faster processing and product availability.

Refund Eligibility

Refunds may be approved after:

• The returned item has been received.
• The return has been inspected.
• The return meets the conditions outlined in this policy.

If a return does not satisfy the eligibility requirements, the refund request may be declined.

Refund Processing Time

Once your return has been approved, refunds are processed within:

Up to 12 business days

The refund timeline includes:

• Return inspection
• Refund approval
• Payment processing by your original payment provider

Although Jackcray processes refunds promptly, the exact time required for funds to appear in your account may vary depending on your financial institution or payment method.

Refund Method

Approved refunds will be issued using the same payment method used for the original purchase whenever possible.

Depending on your payment provider, refunds may appear as:

• Credit card refund
• Debit card refund
• Original digital payment reversal

We are unable to issue refunds through alternative payment methods unless required by applicable law.

Partial Refunds

In certain circumstances, a partial refund may be appropriate if:

• Part of the order is returned.
• Returned merchandise is missing components originally included with the purchase.
• The returned item has diminished value due to customer handling beyond what is necessary to inspect the product.

Each case is reviewed individually.

Late or Missing Refunds

If you have not received your refund after the 12-business-day processing period:

1. Check your bank or card account.
2. Contact your credit card company or payment provider.
3. Contact your financial institution, as posting times may vary.

If you have completed these steps and still have not received your refund, please contact our customer support team.

Refused Deliveries

If an order is refused or cannot be delivered due to incorrect shipping information provided by the customer, the return and refund process may be delayed until the package is received and inspected.

Cancellations

Orders may be canceled before they enter processing or shipment.

Once an order has been shipped, it cannot be canceled and must instead follow the return procedure described in this policy.

Promotional Items

If an order included promotional offers, complimentary items, or discounts based on purchase value, the final refund amount may be adjusted if the return changes eligibility for those promotions.

Return Processing Timeline

Return & Refund Summary

Customer Support

If you have any questions about returns, refunds, exchanges, or your order, our customer support team is here to help.

Jackcray Customer Support

Email: support@jackcray.com

Support Hours:

Monday – Saturday

8:00 AM – 7:00 PM (EST)

Please include your order number when contacting us so we can assist you as efficiently as possible.

Policy Updates

Jackcray reserves the right to update or modify this Return & Refund Policy at any time to reflect changes in business practices, legal requirements, or operational procedures.

Any updates will become effective immediately upon publication on our website. We encourage customers to review this policy periodically to stay informed about our current return and refund practices.