Refund policy

Jen & Co. requires a valid receipt or proof of purchase for all return requests. If you ordered directly with us, you will use your order number as proof of purchase. Please utilize our Return Portal to initiate a return or exchange. If you encounter any issues with the portal, please email us at cs@jencohandbag.com.

Expectations: Items failing to meet expectations may be returned within 30 days of receipt.

Conditions of Goods: Returned items must be in new or unused condition, with original packaging, tags, and no visible signs of wear. Altered and/or used items are not eligible for return and will be sent back to the customer.

Incorrect or Damaged Items: Reports of incorrect items must be made within 14 business days of receipt. Damaged items must be reported within 6 months to qualify for a refund. Items outside the timeframe of one year may be eligible for replacements or store credit. If the replacement proves unsuccessful and is reported within six months, then store credit will be the sole option. Replacements reported beyond six months will be considered final sale. Defective or damaged items that were purchased more than two years ago will not qualify for replacement or store credit.

Good(s) Ineligible for Return/Replacements/Store Credit: Certain items are non-refundable, including older out-of-season products, altered or used items, items on final sale, and items purchased during an exclusive event.

 

Return Label: We provide return shipping labels for our errors. If Re-Do is purchased, then a label will be provided from Redo. Otherwise, customers are responsible for shipping costs.

Replacements: Jen & Co. covers shipping and handling for replacement items. Price variations may occur for different replacement items.

Time Limitation:  Once the return request is received via our Redo portal, returns must be initiated within 7 business days to be eligible. Failure to return items within this timeframe will result in the closure of the return. Items not listed on the return will be returned to the customer.

During our peak season, please allow 1–4 business days for your return to be processed and recorded as received in our warehouse. Our facility is closed on weekends and holidays, so returns received during these times will be handled on the next business day. Please note that refunds and store credits are issued only after items are officially received and recorded in our system. Thank you for your patience and understanding.

A 15% restocking fee applies if items are not in their original packaging and are not defective or damaged. 

Original shipping costs are non-refundable.