Refund policy

JASMISILK Return and Exchange Policy

To ensure a pleasant and worry-free shopping experience at JASMISILK, we have established a clear and straightforward Return and Exchange Policy. Please read the following terms carefully to understand our services and procedures.

Table of Contents

• Scope of Application
• Return Period
• Return Conditions
• Non-Returnable Items
• Shipping Policy
• Return and Exchange Process
• Refund and Exchange Details
• Silk Fabric Care Instructions
• Frequently Asked Questions (FAQ)
• Contact Us

1. Scope of Application

This policy applies to all products purchased from the JASMISILK Official Store and Authorized Retailers. If you have any questions, please visit the Return/Exchange section on account or email us at support@jasmisilk.com to contact our customer service team.

2. Return Period

You can request a return or exchange within 30 days from the date you receive the product.

Holiday Return Extension: Orders placed between November 1st and December 25th will have their return period extended until January 31st of the following year.

3. Return Conditions

To ensure product quality and your satisfaction, please ensure that the returned products meet the following conditions:

• Brand New and Unused: Products must remain brand new, unused, and unwashed.
• Intact Labels: All original labels and tags must remain intact.
• No Signs of Wear, Washing, Damage, or Alteration: Products must not have been worn, washed, damaged, or altered in any way.

4. Non-Returnable Items

The following items are not eligible for return or exchange:

• Clearance Items
• Gift Cards
• Underwear and Accessories (such as masks, eye masks, scarves, bras, and underwear)
• Customized or Personalized Items (e.g., items with engraved letters)

5. Shipping Policy

1. Shipping Responsibility

Quality Issues or Incorrect Items:

• JASMISILK will cover the return shipping costs.

Personal Reasons (e.g., wrong size, color not preferred):

• Customers are responsible for return shipping costs or can pay a flat $7 return label fee.
• Choosing to exchange or use store credit allows for free return shipping.

6. Return and Exchange Process

1. Submit a Return Request

• Online Application: Log in to your JASMISILK account, navigate to the "Return/Exchange Center," and submit a return or exchange request by filling out the necessary information and selecting the reason for the return.
• Email Application: Send an email to support@jasmisilk.com with your order number, product details, and reason for the return.

2. Receive Return Instructions

• Customer Service Confirmation: Our customer service team will review your request within 1-2 business days and provide return instructions, including the return address and return label (if applicable).

3. Packaging and Shipping

• Proper Packaging: Use the original packaging or other sturdy packaging to ensure the product remains unused and the labels intact.
• Include Return Form: Please include the return confirmation email or RMA form with the returned product.

4. Warehouse Inspection and Processing

• Warehouse Inspection: Upon receiving the returned product, our warehouse will check if the item meets the return conditions.
• Processing Refund/Exchange:

• Refund: Eligible refunds will be processed within 3-5 business days after approval and will be returned to your original payment method. It may take 7-10 business days to reflect in your account.
• Exchange: Eligible exchanges will be shipped within 7 business days after approval.

Note: If the product does not meet the return conditions, our customer service will contact you to discuss a resolution. If there is no response within 7 days, the return request will be considered abandoned.

7. Refund and Exchange Details

1. Refund Methods

Original Payment Method Refund:

• Full Refund: For quality issues or incorrect items, JASMISILK covers all refund amounts, including shipping fees.
• Partial Refund: For personal reasons, a $7 return label fee will be deducted from the refund amount, and the remaining balance will be returned to your original payment method.

Store Credit:

• Free return shipping is available.
• Points can be directly applied to your next purchase with no expiration date.

2. Exchange Instructions

• Size/Color Exchange: You can choose the same item in a different size or color, with shipping costs covered by JASMISILK.
• Style Exchange: You can choose a different style, and you will receive corresponding store credit points for purchasing a new item.
• Exchange Limit: Each order is limited to 2 exchanges. The first exchange is free (shipping cost covered by JASMISILK). Beyond 2 exchanges, the item will be considered final sale and further exchanges or returns will not be accepted.

3. Processing Time

• Refund: Refunds will be processed within 3-5 business days after approval and will appear in your original payment method within 7-10 business days.
• Exchange: Exchanges will be shipped within 7 business days after approval.

8. Silk Fabric Care Instructions

1. Silk Product Care

• Do not machine wash or use high-temperature ironing.
• Returned products that are severely wrinkled, torn, or discolored and cannot be resold will be considered as "non-returnable."

2. Safety Clasps / Tags

• Unauthorized removal or damage to safety clasps or tags will be considered as usage and will not be eligible for return or exchange.

3. Additional Care Recommendations

• Refer to the silk care guide or contact customer support for professional advice.

9. Frequently Asked Questions (FAQ)

Q1: Can I get my return shipping fee refunded?

• A: Except for quality issues or incorrect items, return shipping fees for personal reasons are not refundable. Choosing store credit or an exchange allows you to enjoy free return shipping.

Q2: Can I return items after removing the tags?

• A: For silk products, safety clasps or tags must not be damaged or removed. For other items, minor tag removal is subject to approval if the product remains in good condition. We recommend contacting customer service first.

Q3: Can I return items after the 30-day period?

• A: Standard customers cannot return items after 30 days, unless it falls within the extended holiday return period or you are a member with an extended return period.

Q4: Will additional fees apply for multiple exchanges?

• A: Each order is allowed up to 2 exchanges. The first exchange is free (shipping costs covered by JASMISILK). For subsequent exchanges due to personal reasons, shipping fees may apply. Beyond 2 exchanges, the item will be considered final sale, and no further exchanges or returns will be processed.

Q5: How can I expedite the refund or exchange process?

• A: Submit your return request online in advance and include the tracking number. Ensure the product is properly packaged to shorten processing time.

Q6: Do international orders support exchanges?

• A: Exchanges are not supported for international orders. Only returns are available, and shipping fees and customs duties are the responsibility of the customer.

Q7: How can I track my return status?

• A: Log in to your account, go to "My Orders," and view the return progress. You can also receive status updates via email.

Q8: What should I do if I encounter problems during the return process?

• A: Please contact support@jasmisilk.com or call our customer service hotline at +1 (231) 625-5545. Our customer service team will assist you in resolving any issues.

10. Contact Us

• Customer Service Email: support@jasmisilk.com
• Phone: +1 (231) 625-5545
• Website Self-Service Portal: Return/Exchange Center

(This policy is effective from the date of publication. Updates will be provided in the latest version.)