RETURN & EXCHANGE POLICY
Return Request Period
Customers may request a return, refund, or exchange within 15 calendar days from the date the order is marked as delivered by the shipping carrier.
Return requests submitted after the applicable 15-day period will not be accepted.
Return Request Procedure
Once a return request has been received, our team will review the request with Quality Control (QC) departments. We may request additional information or evidence where reasonably necessary before making a decision.
Submission of a return request does not automatically constitute approval of a return, refund, exchange, repair, replacement, or any other remedy. All requests are individually assessed in accordance with this Policy and our Terms & Conditions.
If a return request is approved, customers must carefully follow the return instructions provided by JACKET DESIGNER. Returns sent without prior authorization or otherwise not in accordance with our return instructions may be refused or deemed ineligible for a refund and exchange repair, replacement, or any other remedy.
Order Review & Correction Window
Customers should carefully verify all order information, including but not limited to: Product selection and design, Quantity, Color, Leather or fabric selection, Inner lining, any other Personalization and customization details, Billing information, Shipping address, Email address, Phone number and Any other order instructions or specifications.
This review period allows customers to report accidental orders, duplicate orders, incorrect products, incorrect quantities, or any other ordering errors before production begins.
If any errors or requested corrections are not reported within the applicable 24 to 48-hour period, JACKET DESIGNER reserves the right to proceed with order based on the information provided at the time the order was placed or otherwise confirmed by the customer.
Once an order has entered production or any subsequent stage of fulfillment, including production completion, Quality Control (QC) inspection, shipment preparation, dispatch, shipping, or delivery, requests to modify the order may not be possible. Where such requests can be accommodated, they may be subject to additional charges, production delays, or both. Returns, refunds, or exchanges will not be accepted for issues arising from incorrect order details, accidental orders, or other information that was not reported during the Order Review & Correction Window.
Conditions for Returns, Refunds & Exchanges
JACKET DESIGNER carefully reviews every request for a return, refund, exchange, repair, replacement, or other remedy on an individual basis. Approval is not automatic and will be determined after considering the nature of the request, the condition of the product, the information and supporting evidence provided by the customer, and compliance with this Policy and our Terms & Conditions.
A return, refund, exchange, repair, replacement, or other remedy may be considered where, after inspection and verification by our Quality Control (QC) department, it is determined that:
- Wrong product received: The customer received a product that is a completely wrong design from the product ordered.
- Defective product: The product contains a defect that existed at the time of delivery and was not caused by the customer or shipping carrier, or any third-party handling during transit or delivery.
- Tampered product: The product was received in a tampered condition or sustained damage before delivery that is not attributable to the customer or the shipping carrier.
Approval of any return, refund, exchange, repair, partial refund, or other remedy remains at the sole discretion of JACKET DESIGNER after completion of the applicable review and inspection process.
The circumstances described in this section are subject to the additional limitations, exclusions, responsibilities, and conditions set out throughout this Return, Refund & Exchange Policy.
Product Condition of Returned Items
To be eligible for consideration under this Policy, all returned products must be received by JACKET DESIGNER in substantially the same condition in which they were originally delivered, subject only to reasonable inspection by the customer.
Condition of Returned Products
Returned products must:
- Be returned in an unused and unaltered condition.
- Be in the same condition as delivered
- Return in their original packaging
- Be free from stains, odors, excessive wear, damage, or signs of misuse.
- Include all original tags, labels, accessories, packaging, and any other items originally supplied with the product.
- Not have been modified, repaired, cleaned, washed, dyed, or otherwise altered after delivery.
- Be securely packaged to prevent damage during return transit.
Failure to satisfy any of the above requirements may result in the return being refused or a reduction in the amount of any approved refund.
Inspection Upon Return
All returned products are subject to inspection by our Quality Control (QC) department upon receipt.
If the returned product is found to be damaged, worn, altered, missing components, improperly packaged, or otherwise not in compliance with this Policy, JACKET DESIGNER reserves the right to reject the return, deny the requested refund or exchange, or deduct reasonable amounts to reflect the diminished value of the returned product.
Size Selection Responsibility & Size-Related Returns, Refunds & Exchanges
To help ensure the best possible fit, JACKET DESIGNER will send a separate Size Confirmation email before production begins. This allows customers to carefully review their selected size, custom measurements, share their fit preference (such as oversized, regular fit, or slim fit), and any other size-related preferences or instructions before production starts.
Review Your Size Details
Customers are requested to carefully verify all applicable sizing information, including but not limited to Selected standard size, Custom measurements, Male or female fit and Any size-related notes or special instructions
Size Confirmation Response Period
Customers should confirm their selected size or notify our Customer Support team of any required corrections within 24 to 48 hours of receiving the Size Confirmation email.
To avoid unnecessary production delays, if we do not receive a response within 48 hours of our initial Size Confirmation request, JACKET DESIGNER reserves the right to proceed with order using the size, measurements, and other sizing information provided at checkout or otherwise most recently confirmed by the customer.
Customer Responsibility
Customers are solely responsible for ensuring that all size and measurement information provided is complete and accurate. JACKET DESIGNER shall not be responsible for sizing issues resulting from incorrect, incomplete, inaccurate, or unconfirmed size information supplied by the customer.
Our website provides detailed size charts on the relevant product pages, together with a dedicated Size Chart & Sizing Guide to assist customers in selecting the appropriate size. In addition, customers are given a separate Size Confirmation opportunity before production begins. If customers have any questions regarding sizing or fit, they are encouraged to contact our Customer Support team before confirming their size.
Changes After Size Confirmation
Once production has commenced based on the customer’s confirmed size or the expiration of the applicable response period, requests to change the selected size, measurements, or fit preferences may not be possible. Where such requests can be accommodated, they may be subject to additional charges, production delays, or both.
Size-Related Returns & Exchanges
Returns, refunds, or exchanges will generally not be accepted for size-related issues as size selection is done by customer. To assist customers in selecting the appropriate size, JACKET DESIGNER provides detailed size charts on the relevant product pages, a dedicated Size Chart & Sizing Guide, and a separate Size Confirmation process before production begins. Customers are expected to carefully review these resources and notify our Customer Support team of any required corrections during the Size Confirmation & Verification Process.
No Returns for Personal Preferences
Trying to Select from Similar Products
Handcrafted Nature
Since every product is individually handcrafted after an order is placed, each product is unique and no two handcrafted products will be exactly identical. Accordingly, products may vary slightly from product images, digital mockups, samples, previously crafted products, or even other products of the same design. Minor variations may also exist between two or more products ordered together or between products ordered at different times due to the handcrafted production process, natural material characteristics, manufacturing conditions, and material availability.
As a result of the handcrafted process, slight variations may naturally occur, including but not limited to stitching, cutting, leather grain, texture, hardware, finishing, color tone, dimensions, and overall appearance.
These natural variations are normal characteristics of handcrafted products and are part of the handmade process. Accordingly, returns, refunds, or exchanges will generally not be accepted solely on the basis of such variations.
Design Reference & Product Variations
Such variations do not constitute manufacturing defects and will not, by themselves, qualify a product for return, refund, or exchange.
Color Variation Disclaimer
Such color variations are normal. Accordingly, returns, refunds, or exchanges will generally not be accepted solely on the basis of color variations between the product received and the images displayed on our website.
Accessories (Including Patches and Related Items)
Sale Items
Clearance Sale Products
To assist customers in making an informed purchase, each Clearance Sale product includes detailed product images together with its actual measurements, which are displayed in the product photographs and, where applicable, within the product title and/or product description. Customers are strongly encouraged to carefully review all measurements, product details, and photographs before placing an order.
Clearance Sale orders are generally shipped within 24 to 48 business hours after an order is placed. Accordingly, customers should carefully review their order details before completing their purchase. Once a Clearance Sale order has been processed for shipment, shipped, or delivered, requests for cancellation will generally not be accepted.
Due to the heavily discounted nature of Clearance Sale products and the detailed product information provided before purchase, all Clearance Sale sales are considered final. Accordingly, Clearance Sale products are generally not eligible for return, refund or exchange for reasons including, but not limited to, size, fit, color, design, personal preference, change of mind, or any other concerns.
Customized & Personalized Products
What Constitutes a Customized Order
An order will be considered a Customized Order if the customer requests any modification, personalization, or customization beyond the standard product specifications. Depending on the product and material availability, customization options may include, but are not limited to:
- Sizes from standard sizing ranges
- Custom measurements
- Male or female fit
- Leather or fabric selection
- Jacket and lining colors
- Embroidery, logos, patches, and artwork
- Names and initials
- Hardware selection
- Design modifications and other personalized requests<
Since customized and personalized products are individually handcrafted for each customer according to there preference and cannot be resold, they are generally non-refundable, non-returnable, and non-exchangeable.
Care Instructions
General Care
To preserve the quality, appearance, and longevity of your product, customers are expected to handle and maintain it with reasonable care. Products should be stored in a cool, dry place away from excessive heat, direct sunlight, moisture, and harsh environmental conditions.
Cleaning & Maintenance
Do not wash the product by hand or in a washing machine. Do not use detergents, bleach, solvents, abrasive cleaners, or other chemical cleaning agents. We recommend that leather products be cleaned only by a professional cleaner experienced in handling leather garments and delicate materials.
Improper Care, Misuse & Accidental Damage
JACKET DESIGNER is not responsible for damage resulting from improper care, misuse, neglect, accidents, or failure to follow the recommended care instructions. This includes, but is not limited to, damage caused by sliding, falling, stains, spills, excessive moisture, chemicals, improper storage, machine washing, or any other form of mishandling.
Zippers, Hardware & Accessories
Zippers, buttons, snaps, buckles, studs, patches, embroidery, and other hardware or decorative accessories should be handled carefully during normal use, cleaning, and storage. If a zipper becomes difficult to operate, customers should avoid using excessive force and should contact our Customer Support team before attempting any repair or adjustment. Damage resulting from excessive force, improper handling, unauthorized repairs, or misuse of these components will not qualify for a return, refund, or exchange.
Storage Recommendations
When not in use, products should be stored in a cool, dry, and well-ventilated place away from direct sunlight, excessive heat, humidity, moisture, and harsh environmental conditions. Products should not be folded, compressed, or stored in plastic bags for extended periods, as this may affect their appearance or material characteristics.
Customer Support Before Self-Repair
If you experience any issue with your product, including zippers, hardware, stitching, or other components, please contact our Customer Support team before attempting any repair, modification, or alteration. Unauthorized repairs or alterations may affect your eligibility for repair, return, or refund under this Policy.
Effect on Returns, Refunds & Exchanges
Products that have been damaged due to improper care, misuse, accidental damage, unauthorized cleaning methods, or failure to follow the above care instructions will generally not be eligible for a return, refund, exchange, or repair under this Policy.
Issues Caused by External Factors During Transit
Before any product is dispatched, it is carefully inspected by JACKET DESIGNER’s Quality Control (QC) department to verify that it meets our quality standards and the customer’s order specifications. As part of this process, we may photograph or otherwise document the product to record its condition before dispatch.
Once an order has been dispatched, it is handled by independent third-party shipping carriers. While JACKET DESIGNER takes reasonable care to securely package every shipment before dispatch, we cannot be held responsible for delays, damage, or other issues resulting from circumstances beyond our reasonable control. Such circumstances include, but are not limited to, carrier handling, customs inspections, adverse weather conditions, excessive moisture, transportation accidents, government actions, security inspections, or any other external events occurring during transit.
Products affected by such external factors will generally not be eligible for a return, refund, or exchange.
Damage Caused by External Factors
JACKET DESIGNER is not responsible for damage resulting from external factors beyond our reasonable control after the product has been shipped and elivered. This includes, but is not limited to, damage caused by contact with sharp objects such as knives, scissors, blades, tools, fingernails, pet claws, sharp surfaces, accidental cuts, punctures, tears, scratches, misuse, mishandling, or any other external circumstances that result in damage to the product.
Products affected by such external factors will generally not be eligible for a return, refund, exchange, or repair under this Policy.
Return Shipping Costs
Quality Control Inspection of Returned Items
During the return inspection, our QC department may evaluate, among other things, the product's overall condition packaging, labels, tags, and any other factors relevant to determining the product's eligibility for a return, refund, exchange, or repair.
If the returned product successfully passes the Quality Control inspection and otherwise complies with this Policy, the approved refund, exchange, repair, or other applicable remedy will be processed accordingly.
However, if the returned product fails the Quality Control inspection or is found to contain damage, stains, odors, excessive wear, alterations, missing components, or any other condition that makes it ineligible under this Policy, JACKET DESIGNER reserves the right to reject the return, refuse or reduce the refund, deny the exchange request, or deduct reasonable restocking, restoration, repair, cleaning, or other applicable charges, where appropriate.
Refund Processing Time & Payment Method
Refunds, where applicable, will be processed to the original payment method used at the time of purchase. Any applicable deductions, including but not limited to restocking fees and merchant processing fees, will be applied before the refund is issued.
Depending on the policies of the issuing bank or payment provider, it may take approximately 10 to 45 business days for the refunded amount to reflect in the customer's account after the refund has been processed.
Customers will receive an email confirmation once the refund has been initiated.
Restocking & Merchant Processing Fees
In the event of an approved return, restocking fee and/or merchant processing fee will be deducted from the total refundable amount before the refund is processed to the original payment method.
Restocking Fee
A restocking fee may be deducted to cover operational costs associated with processing returned items. This may include inspection, quality control evaluation, repackaging, handling, and reintegration of the product into inventory where applicable. The applicable fee may vary depending on the nature and condition of the returned product and will be determined at the time of return assessment.
Merchant Fees
Merchant processing fees are non-refundable charges imposed by third-party payment service providers for processing the transaction. These fees are outside the control of JACKET DESIGNER and are automatically deducted by the payment gateway at the time of purchase.
Where a refund is issued, such merchant processing fees (typically charged by the payment provider) may be deducted from the refundable amount.
Exchange, Alteration, Repair & Correction Processing
For alteration or minor correction requests, the item will be directed to our production team. Processing time will vary depending on the nature of the adjustment required and current workload.
For exchange requests, as our products are made-to-order, the item will be newly crafted. Production timelines may vary based on design complexity, material availability, and customization requirements.
Any price differences, additional customization costs, or shipping charges arising from exchange, alteration, repair, or correction requests will be communicated to the customer and must be paid before processing begins
Changes to Return, Refund & Exchange Policy
Contact Information
For any questions, concerns, or return-related assistance, customers may contact us at:
Email: [email protected]
Customers are encouraged to contact our support team before taking any action to ensure proper guidance and to avoid delays in processing requests.
