If your product arrives damaged or is not working, you can return it to us within 3 days after delivery or 30 days after shipment in case the delivery date is not traceable. You will receive an e-mail containing the shipment date and other details of your order after it has been shipped. Some products have different policies or requirements associated with them.

If the item is still within the validity period of this warranty:

We will reimburse you for the return shipping fees after the defective item has arrived in our warehouse. Any further costs incurred during the return process will be at the customer’s expense.

If the item is outside the validity period of this warranty:
The customer shall be held responsible for all the shipping fees and charges when returning the defective product.

Important Note about Refund Process:

– The refund amount will be credited back to your payment methods within 3 to 5 business days.

– If your transaction is suspicious and is declined due to our fraud prevention, any pending charge will be reversed back to your card in 3-5 business days.

Process to initiate the Returns and Refunds:

• Send email to our support email: [email protected] with subject: Return #99999 your reason (#99999 is your number order, your reason is the reason you want to return the order) and the content of the email please describe in detail the reason you want to return the order (MISSING important contents, NOT as described …)
  
• We will check information from your email within 6 hours after receiving the email from you. We will then reply that you have been accepted to return and refund your money or not?
• In case we accept your return reason. We will notify you via email and you will receive your money within the next 1-3 days.

Policy for late/missing Returns and Refunds:

In the case of 1-3 days after you receive the email agree to refund your money from us and still do not see the money in the account you have paid us. This seems to be an error from the payment gateway, you can contact your bank to ask about the refund and please feel free to contact to our support via email. We will check your money and if it has not yet been refunded I will make a refund to you as soon as we receive an email from you.

Return a DOA (dead on arrival) item 

If the item arrived broken, please contact us within 3 days from the delivery date and follow the procedure for the 3 Days Product Guarantee.

Return a defective item 

We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:

• Photos of the front and the back of the package or box;
• Partial shipment slips (if applicable);
• Photo or video of the defective item;
• Photo or video and a detailed description of the problem;

Within 90 days (from the date of shipment)

Upon being returned, the defective item will be refunded or replaced for free.
If the products malfunctions (except for reasons caused by incorrect usage and accidental or intentional damage) within 90 days after shipment, you can return the product back to us. You should receive an e-mail with the shipment date and other details after your order has been shipped. Once we receive and approve the return a full refund or replacement will be offered and a shipping cost reimbursement will be issued when you provide us with a receipt of the shipping charges you paid to send it back to us (the tracking number of the return package or a screenshot of the shipping receipt).

After 90 days and within 180 days from shipment

After receiving the defective item, we will forward it to our repair center. The shipping fees both ways will be covered by julianerojas.com.

After 180 days from shipment

We will not accept requests for a refund or a replacement after 180 days from shipment.

Please contact our customer service representatives for more information.

Lost Orders

If your order is deemed ‘lost’ by our shipping carrier, we will dispatch a replacement to you at our expense or offer you a full refund.

Cancellations

If you wish to cancel or amend your order, please send us an email ASAP after ordering. You can edit your order at any time before it goes to production. Please keep in mind that in some cases, this could be as soon as two hours or twelve hours depend on our production condition at that time.
Once your order has gone to production, we can’t cancel your order, you may be eligible for a replacement depending on the situation.

Order not received

If your item has not arrived within 30 days for apparel products after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)

Return incorrect item received
If the item you have received differs completely from the one you ordered, please do not hesitate to contact our customer service and to provide us with the following proofs:

• Photos or a video of the incorrect item;
• Photos or a video showing the problem occurred with this product;

We will reship a new replacement product to you immediately after receiving an email from you.

Return Policy

Your item is eligible for return if at least one or more cases listed below happens:

• The printed image is not clear.
• Package received wrongly against the order.
• Damaged due to delivery: torn, dirty…
• The order is not in the right size.
• Other mistakes caused by us…

If the product you received has any of the above issues, please contact us via email or website with pictures of errors and your order number. julianerojas.com will refund or exchange an item when the issue is verified to be correct.

Return address: 850 QUARTERHORSE TRL, Castle Rock CO 80104, USA.

Note: Returns are only accepted when the item has not been used and in the same condition that you received it.

Refunds Policy

When your item qualifies is eligible for refund (see conditions in RETURN POLICY), we will refund for you within 1-3 business days. Your refund will be issued to the same credit card or original method of payment that you used to order. As the refund is a reversal of your payment, we can only send it back in the same way it was received. Reversing a payment in this way is the fastest and most secure way to get the refund on its way back to you.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact us if you have any question or problem:

Our Store Info in USA
🏠 850 QUARTERHORSE TRL, Castle Rock CO 80104, USA.

Email : [email protected]

Phone : +1-310-924-9007

Our Store Info in VN
🏠 206 Thanh Binh, Ha Dong, Ha Noi 100000, VN.

Email : [email protected]

Phone : +84-963-933-066