Return & Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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 info@jayaluna.com.

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@jayaluna.com.

Eligibility for Returns

To be eligible for a return, your item may be tried on once for sizing purposes, but it must still be in clean, resellable condition.

Your item must:

• Be unworn beyond a single try-on for fit To be eligible for a return, your item must:
• Be unused and in the same condition that you received it
• Be in its original packaging
• Include all original tags and accessories
• Be accompanied by proof of purchase or order number

Items sent back without first requesting a return will not be accepted.

How to Start a Return

To request a return, please contact our support team at info@jayaluna.com within 30 days of delivery.

Please include:

• Your order number
• The reason for the return
• Photos if the item arrived damaged, defective, incorrect, or if you have quality concerns

Once your request is approved, we will provide the return instructions and the correct return address.

Return Shipping Costs

Customers are responsible for the cost of return shipping. Cost are usually between 10 & 15 pounds.

We recommend using a tracked shipping service, as Jayaluna is not responsible for returns lost in transit.

Original shipping costs paid at checkout are non-refundable unless the item arrived damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or if you receive the wrong item, contact us within 48 hours of delivery with clear photos of the issue.

In these cases, we will review the issue and provide an appropriate resolution, such as:

• Replacement item
• Partial refund
• Full refund
• Store credit

Non-Returnable Items

The following items cannot be returned:

• Gift cards
• Personalized or custom-made items
• Final sale or clearance items
• Used, washed, or damaged items caused after delivery
• Items returned after the 30-day return period

Exchanges

If you would like a different size or variant, the fastest way is to return the original item and place a new order once your return is approved.

Size Issues

If the item does not fit as expected, please contact us within 30 days of delivery.

To make the process easier, we may offer to send you a replacement in the correct size. In this case, you only pay the shipping cost for the replacement item, and you may keep the original item.

This option is offered at our discretion and depends on product availability.

Quality Concerns

If you believe the product quality does not meet your expectations, please contact us within 30 days of delivery with clear photos and a short explanation.

Once approved, you may return the item for a full refund of the product price.

Please note that return shipping costs remain the responsibility of the customer, and the item must be returned in acceptable condition before the refund is processed.

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 info@jayaluna.com.

Contact Information

Store name: Jayaluna

Company name: Digital Commerce BE

Company Address: Middenakkers 15, 2470 Retie, Belgium

Warehouse Address: 14 Maple Grove, Harrogate North Yorkshire HG1 4DY,  United Kingdom

Company nr.: 1032.684.566

Phone: +447988524045

Email: info@jayaluna.com

Monday to Friday | 08:30 – 16:30 (GMT)

Saturday | 08:00 – 12:00 (GMT)

We aim to respond to your inquiries within 24 hours.