Refund Policy

Jansportu Refund Policy

At Jansportu, we want you to be fully satisfied with your purchase of our backpacks, bags, totes, and accessories. This Refund Policy outlines the terms, conditions, and process for requesting a refund, ensuring transparency and a straightforward experience if you need to return a product.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:
  • Timeframe: You must initiate the refund request within 30 calendar days from the date of delivery (as confirmed by your shipping tracking information).
  • Product Condition: The item must be in its original, unused state—no signs of wear, damage, or modification. All original tags, packaging (e.g., dust bags, boxes), and accessories (e.g., straps, zippers, care cards) must be included and undamaged.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt.
  • Exceptions: The following items are non-refundable unless they arrive with a manufacturing defect (see Section 4):
    • Clearance or final-sale items (marked as “Final Sale” on the product page).
    • Customized or personalized items (e.g., monogrammed backpacks, custom-printed totes).
    • Items damaged due to improper use, neglect, or accidental damage (e.g., stains from spills, tears from overloading, wear from regular use).

2. How to Request a Refund

Follow these steps to initiate a refund:
  1. Contact Our Customer Service Team: Send an email to [email protected] with the subject line “Refund Request - [Your Order Number].” Include the following details:
    • Your full name and the email address used to place the order.
    • Your order number (found in your order confirmation email).
    • The name and SKU of the product(s) you wish to return for a refund.
    • A brief explanation of why you are requesting a refund (e.g., “product does not match description,” “size does not fit”).
    • Clear photos of the product (including tags and packaging) to verify its condition (required for all refund requests).
  1. Await Approval: Our team will review your request within 2 business days and send a confirmation email with:
    • Approval of your refund (if eligible) and a pre-paid return shipping label (for orders within the [your region, e.g., United States]; international orders may require you to cover return shipping costs—see Section 5).
    • Denial of your refund (if ineligible) with a detailed explanation of why your request does not meet our policy.
  1. Ship the Product Back: Pack the eligible product(s) securely in their original packaging (or a comparable secure package) and attach the pre-paid return label. Drop off the package at the designated shipping carrier (e.g., USPS, FedEx) within 5 business days of receiving the approval email—delays may result in your refund being denied.
  1. Track Your Return: Keep the tracking number for your return package to monitor its delivery to our warehouse. Once we receive and inspect the package (usually 3-5 business days after delivery to our warehouse), we will confirm the product’s condition and process your refund.

3. Refund Processing & Timelines

  • Refund Method: Refunds will be issued to the original payment method used to place the order (e.g., credit card, PayPal, debit card). We cannot issue refunds to alternative payment methods unless the original method is no longer active (please contact us for special arrangements in this case).
  • Processing Time: After we approve your refund (post-inspection of the returned product), we will initiate the refund within 1 business day. However, the time it takes for the refund to appear in your account depends on your payment provider’s processing times:
    • Credit/debit cards: 3-7 business days.
    • PayPal: 1-3 business days.
    • Other payment methods: Please check with your provider for typical processing times.
  • Non-Refundable Costs: Original shipping costs (the cost to deliver the product to you) are non-refundable unless the refund is due to a manufacturing defect, an error on our part (e.g., shipping the wrong product, damaged product received), or a product that is not as described.

4. Refunds for Defective Products

If you receive a product with a manufacturing defect (e.g., broken zippers, detached straps, faulty stitching, fabric tears that are not due to use), we offer the following options:
  • Full Refund: A complete refund of the product’s purchase price (including original shipping costs) if the defect is confirmed.
  • Free Replacement: A replacement of the same product (if in stock) at no additional cost to you (we will cover all shipping costs for the replacement).
To request a refund for a defective product, follow the same steps in Section 2, but include clear photos or videos of the defect to expedite the review process. Our team may also request additional details about the defect to ensure we address the issue appropriately.

5. Special Notes for International Orders

  • Return Shipping Costs: For international orders (outside [your region, e.g., the United States]), we do not provide pre-paid return shipping labels. You will be responsible for covering all return shipping costs, including customs fees (if applicable). We recommend using a tracked shipping service, as we are not liable for lost or damaged return packages.
  • Customs & Duties: Any customs duties or taxes paid at the time of delivery are non-refundable—you will need to contact your local customs office directly to inquire about reclaiming these fees.
  • Processing Times: International return shipments may take longer to reach our warehouse (up to 2 weeks), so refund processing for international orders may take 10-14 business days after we receive the returned product.

6. Canceled Orders & Refunds

If you wish to cancel an order before it is shipped, contact us at [email protected] within 12 hours of placing the order (subject to our Order Cancellation Policy). If your order is canceled before it is processed or shipped, we will issue a full refund (including original shipping costs) within 1-2 business days. If your order has already been shipped, you will need to follow the refund process outlined in Section 2 once you receive the product.

7. Contact Us for Refund Inquiries

If you have questions about your refund request, need updates on the status of your refund, or disagree with a refund decision, please contact our customer service team at [email protected]. We will respond to your inquiry within 2 business days and work with you to resolve any issues.
Thank you for choosing Jansportu—we value your trust and are committed to ensuring a fair and transparent refund process.