Refund, Returns & Exchange Policy

At Jerolex, we strive to ensure that every customer receives products in proper condition and as described. This Refund, Returns & Exchange Policy explains the conditions under which returns, refunds, and related requests are accepted for orders placed on jerolex.com. By placing an order on our website, you agree to the terms stated in this policy. This policy should also be read together with our Terms & Conditions, Shipping Policy, Cancellation Policy, and Payment & COD Policy.

Eligibility for Returns

Jerolex allows returns only for eligible products and only when the return request is raised within 3 days from the date of delivery. Return requests submitted after 3 days from delivery may be rejected. Returned items must be unused, unwashed, unworn, unaltered, and in the same condition in which they were delivered. All original tags, labels, brand packaging, accessories, and any accompanying materials must be intact and returned along with the product. Jerolex reserves the right to inspect the returned item before approving or processing any refund.

How to Request a Return

Customers may request a return through their customer dashboard on jerolex.com where available, or by contacting our support team through email at contact@jerolex.com or by phone at +91 581 422 0088. A valid return request must include the order number, customer details, clear reason for the return, and any proof or supporting evidence required by Jerolex. Return requests without sufficient information or proof may be delayed, placed under review, or rejected. Raising a return request does not automatically mean that the return has been approved. Jerolex reserves the right to approve or reject any return request after review.

Condition of Returned Products

To qualify for a return, the product must be received back by Jerolex in original resalable condition. Products that show signs of use, washing, wear, perfume, deodorant stains, makeup marks, dirt, damage, alteration, misuse, missing tags, broken packaging, or any reduction in original saleable condition may be rejected. If a returned product is found to be ineligible after inspection, Jerolex may refuse the refund and may return the item back to the customer at the customer’s risk and, where applicable, at the customer’s expense.

Items Not Eligible for Return

Returns are not accepted for products that have been used, washed, worn, damaged by the customer, altered after delivery, or returned without original tags, labels, or packaging. Products falling under innerwear, intimate wear, hygiene-sensitive categories, or similar non-returnable product types are not eligible for return for hygiene and safety reasons. Customized or personalized products are also not eligible for return unless they are received in a defective, damaged, or incorrect condition. Any item returned in an unsanitary, incomplete, or non-resalable state may be rejected at Jerolex’s sole discretion.

No Exchange Policy

Jerolex currently does not offer exchanges. This means we do not provide size exchanges, color exchanges, product swaps, or replacement-by-choice requests for regular return cases. Customers are advised to carefully review product descriptions, size information, product images, and relevant details before placing an order. If a customer wishes to obtain a different size, color, or product, they may place a new order separately, subject to product availability and the terms applicable at the time of purchase.

Damaged, Defective, or Wrong Product Claims

If you receive a damaged product, defective product, tampered package, missing item, or a product different from what you ordered, you must report the issue within 24 hours of delivery. Claims raised after 24 hours of delivery may be rejected. For such claims, Jerolex requires proper proof, including clear photos of the package and product, and an unboxing video recorded from the moment the package is opened. The unboxing video should clearly show the sealed package condition, shipping label, opening process, and the product received inside without cuts or edits. Failure to provide a proper unboxing video and supporting evidence may result in rejection of the claim, especially in cases involving wrong item, missing item, damage, tampering, or transit-related issues.

Unboxing Video Requirement

For protection against false claims and to help us verify courier or packaging issues accurately, customers are strongly required to record a clear and continuous unboxing video when opening their order package. This is particularly important for claims involving damaged products, defective items, missing contents, incorrect items, or tampered packages. Jerolex reserves the right to reject any such complaint if an adequate unboxing video is not provided, where the nature of the complaint reasonably requires such proof for verification.

Return Approval and Reverse Pickup

Once a return request is reviewed and approved by Jerolex, we may arrange a reverse pickup where service is available, or we may ask the customer to self-ship the product to the address provided by our support team, depending on serviceability, courier availability, product type, or operational constraints. In cases where self-shipping is required, customers must securely pack the product and share shipment proof as instructed. Jerolex may refuse to accept packages that are sent without prior approval, sent to the wrong address, packed improperly, or dispatched in a condition likely to damage the product during return transit.

Return Shipping and Logistics Charges

Jerolex reserves the right to deduct applicable shipping charges, return logistics charges, handling charges, payment gateway fees where non-refundable, or operational costs from the refundable amount where such deductions are reasonable and permitted under applicable law, especially in cases where a return is requested for customer preference reasons rather than because of a verified defect, wrong item, or damage attributable to Jerolex or its shipping partner. If a return request is rejected after inspection due to ineligible condition, the customer may not be entitled to a refund.

Refund Processing

Once an eligible return is received, inspected, and approved by Jerolex, the refund will generally be processed within 5 to 7 business days. Refund timelines may vary depending on the original payment method, payment gateway, bank processing time, card issuer, UPI network, or financial institution handling. Jerolex will initiate the refund to the original payment method used at the time of purchase wherever possible. In case of Cash on Delivery orders, Jerolex may request bank account details or any other reasonable payout information required to process the refund. Customers are responsible for providing correct refund details where required.

Refund Amount

The refund amount may include only the eligible product value actually paid by the customer after discounts, promotional adjustments, wallet usage, coupons, or offers, subject to the condition of the returned item and the reason for return. Original shipping charges, COD-related charges if any in the future, payment processing fees, customs duties, import charges, gift packaging charges, or non-refundable service charges may not be refundable unless the return is due to a verified wrong item, verified defective product, or verified damage attributable to Jerolex or its delivery partner. If any promotional offer, combo pricing, bundle discount, or threshold-based benefit was applied to the original order, Jerolex reserves the right to recalculate the order value and adjust the refund accordingly if the return causes the original order to no longer meet the promotion conditions.

Return Rejection

Jerolex reserves the right to reject any return or refund request if the request is raised after the permitted timeline, if the product is found used or damaged by the customer, if tags or packaging are missing, if required proof is not provided, if the unboxing video is absent in cases where verification is necessary, if the claim appears fraudulent or abusive, or if the returned item does not match the originally shipped item. Jerolex may also reject repeated abusive return behavior, false complaints, manipulated evidence, or any misuse of the return system.

Color, Appearance, and Minor Variation Disclaimer

Customers acknowledge that actual product color, texture, or finish may vary slightly from website images due to screen settings, device display differences, lighting conditions, photography, production batches, or material characteristics. Minor variations that do not affect the basic usability or nature of the product may not be treated as defects. Such minor differences alone may not qualify as a valid reason for return or refund unless otherwise approved by Jerolex.

Sizing and Fit Disclaimer

Customers are responsible for reviewing product details, measurements, and size information before placing an order. Since Jerolex currently does not offer exchanges, customers should carefully select their preferred size before checkout. Returns requested solely due to size preference, fit preference, styling preference, or change of mind may be subject to approval at Jerolex’s sole discretion and may also be subject to deductions where applicable.

International Orders

For international orders, returns may be limited, restricted, or not feasible in certain cases due to logistics, customs, cross-border regulations, or high return shipping costs. Jerolex reserves the right to review international return requests on a case-by-case basis. Any customs duties, import taxes, brokerage fees, local handling charges, or return freight costs related to international returns may be the responsibility of the customer unless the return is approved for a verified issue directly attributable to Jerolex. Refunds for international orders may be reduced by non-recoverable shipping, customs, handling, or payment processing costs where applicable.

Refused Deliveries and Return to Origin

If a customer refuses delivery of an order without a valid approved reason, remains unavailable repeatedly, provides an incorrect address, or causes the shipment to be returned to origin due to non-acceptance, Jerolex reserves the right to deduct forward shipping charges, return shipping charges, handling fees, and other operational losses before issuing any eligible refund, if any. Repeated refusal of Cash on Delivery orders or misuse of the ordering system may result in restrictions on future order acceptance or COD availability.

Non-Returnable Situations

Jerolex may decline returns, refunds, or complaints arising from normal wear and tear, improper use, accidental damage after delivery, customer mishandling, unauthorized repair attempts, improper washing or care, failure to follow garment care instructions, or dissatisfaction based on subjective preferences where the product was delivered correctly and without verified defect. We reserve the right to determine whether an issue falls within a genuine quality concern or outside the scope of return eligibility.

Fraud Prevention and Abuse Control

To protect our business and genuine customers, Jerolex reserves the right to investigate suspicious complaints, repeated return patterns, altered evidence, mismatched returned items, abuse of promotional offers, false shortage claims, false wrong-item claims, and other forms of misuse. Orders or return requests found to be fraudulent, manipulative, abusive, or unverifiable may be denied, cancelled, blocked, or escalated for further review. Jerolex’s decision after reasonable verification shall be final in such cases, subject to applicable consumer law.

Support and Complaint Resolution

If you need assistance with a return, refund, damaged item, wrong product, or any complaint related to your order, you may contact our support team at contact@jerolex.com or by phone at +91 581 422 0088. Customers are encouraged to contact us promptly and provide complete details, order number, and all required proof so that we can review the matter efficiently. Our standard support hours are 9:00 AM to 7:00 PM, with Friday as our weekly off, while email requests may be submitted at any time for review.

Contact Information

Jerolex, operated under J K Style Mart, is located at Mathurapur Road, Bandiya, C.B.Ganj, Bareilly. For any return, refund, or complaint-related matter, you may contact us at contact@jerolex.com or call +91 0581 422 0088.