Return & Refund Policy

Last updated: August 21, 2026

You can return most items within 30 days of the date your order was delivered. This page sets out what can be returned, how to start a return, who pays for return shipping and when you will be refunded.

Who pays for what

Return window

• You have 30 days from the delivery date shown in your FedEx tracking to request a return. Because the window is counted from delivery (not from the order date), transit time never eats into it.
• Damaged, defective or wrong items must be reported within 7 days of delivery, with photos, so that we can also claim against the carrier or supplier.
• Once we have approved your return, please post the item within 14 days.

Conditions for a change-of-mind return

• The item must be unworn and undamaged, in the condition you received it.
• It must come back in its original packaging with all tags, cards, pouches, boxes, warranty booklets and accessories.
• Watches must still have the protective film on the case back, crystal and clasp, and all bracelet links must be included (please do not resize a watch until you are sure you are keeping it).
• Items that show signs of wear, resizing, perfume or cosmetics, or that are missing packaging or parts, may be refused or refunded at a reduced amount; we will always tell you before we do this.

Items that cannot be returned for change of mind

• Earrings, once the hygiene seal or sterile packaging has been opened.
• Engraved, resized, personalized or made-to-order items.
• Gift cards.

These exclusions do not apply if the item is damaged, defective or not what you ordered.

How to start a return

1. Email support@jouelanity.com with “Return” and your order number in the subject line. Tell us which item(s) you are returning and why, and attach photos if the item is damaged, defective or incorrect.
2. We reply within 1 business day with your return authorization, step-by-step instructions and the return address. Please do not send anything back before you have this – parcels sent to our El Paso business address cannot be processed.
3. Pack the item securely in its original packaging and post it with a tracked service. For change-of-mind returns you choose and pay for the carrier; for damaged, defective or wrong items we send you a prepaid label or refund your postage.
4. Send us the tracking number. We inspect the item within 2 business days of receiving it and confirm your refund or replacement by email.

Refunds

• Refunds are issued to the original payment method (PayPal or card) within 5 business days of the returned item being received and inspected.
• Depending on your bank or PayPal it can take a further 5-10 business days for the money to show in your account.
• Change-of-mind refunds cover the product price; because shipping was free there is nothing else to deduct, and there is no restocking fee. The 10% import duties & taxes charge is refunded when the reason for the return is our error (damaged, defective or wrong item) or the parcel is lost.
• If a parcel is refused or returned undelivered, we refund the product price once the warehouse receives it.

Exchanges

We do not hold stock for exchanges. If you would like a different size, color or model, start a return for the original item and place a new order for the one you want; the new order ships straight away and you are refunded when the first item reaches us. If your item arrived damaged, defective or incorrect, we will send a replacement of the same item free of charge.

Damaged in transit

1. Keep the outer box, packing materials and the item.
2. Photograph the outer box (including the shipping label), the inner packaging and the damage to the item.
3. Email the photos and your order number to support@jouelanity.com within 7 days of delivery.
4. We arrange a free replacement or a full refund, including the import charge, and handle the FedEx claim ourselves. In most cases you will not need to post the damaged item back; if we do need it, we send a prepaid label.

Cancelling an order

• You can cancel for a full refund at any time before the order is dispatched (normally within 2-3 business days of ordering). Email support@jouelanity.com with your order number and “Cancel” in the subject line.
• Once the dispatch email has been sent the parcel is with FedEx and can no longer be stopped; you can refuse delivery or return the item under this policy instead.

Warranty

Faults that appear after the 30-day return window are covered by our 12-month warranty against manufacturing defects.

Questions

Email support@jouelanity.com (Monday to Friday, 9:00 am to 5:00 pm Mountain Time (El Paso, TX)). Registered business address: Jouelanity, 1500 Magruder St #538, El Paso, TX 79925, United States — this is our office, not a returns address; we send you the correct return address with your RMA number.