RETURN & REFUND POLICY

Return & Refund Policy

Last Updated: August 23, 2026

At Jaffra, we want you to be satisfied with your purchase. If you are not completely satisfied with an eligible purchase, you may request a return within 30 days of the date your order was delivered, subject to the terms of this policy.

1. Return Period

You have 30 days from the date of delivery to request a return.

To qualify for a standard return, the item must:

• Be unused.
• Be in its original condition.
• Not have been damaged through use, misuse, or improper handling.
• Include the original packaging whenever reasonably possible.
• Be part of the original Jaffra order.

We reserve the right to refuse a return if the item has been used, altered, intentionally damaged, or returned outside the applicable return period.

Nothing in this policy is intended to limit any consumer rights that cannot legally be waived under applicable law.

2. How to Request a Return

To request a return, contact us at:

support@jaffra.store

Please include:

• Your full name.
• Your order number.
• The product(s) you would like to return.
• The reason for the return.
• Photographs of the product, when applicable.

Please do not ship the product back to us before contacting Jaffra and receiving return instructions.

3. Return Shipping

For a standard return that is not related to a defect, damage, incorrect item, or error by Jaffra, the customer is responsible for the return shipping cost.

If the item is defective, arrives damaged, or Jaffra sent you an incorrect item, Jaffra will cover the reasonable return shipping cost.

4. Damaged or Defective Products

Our products are fragile ceramic pieces, and we take care to package them appropriately for shipment.

If your order arrives damaged or defective, please contact us as soon as reasonably possible at:

support@jaffra.store

Please provide:

• Your order number.
• Clear photographs of the damaged product.
• Photographs of the shipping box.
• Photographs of the internal packaging.
• Any other information reasonably requested by our customer service team.

Please keep the damaged item and its packaging until your claim has been reviewed.

If Jaffra determines that the product arrived damaged or was defective, you will receive a full refund for the affected order or item, as applicable.

5. Refunds

Once an approved return is received and inspected, we will process the applicable refund.

Approved refunds will be issued to the original payment method used for the purchase.

Jaffra generally processes approved refunds within 5 business days after the returned item has been received and approved.

After Jaffra processes the refund, your bank, credit card company, or payment provider may require additional time before the funds appear in your account.

6. Damaged Product Refunds

If an item arrives damaged or defective and the claim is approved, Jaffra will provide a full refund for the affected purchase.

Where applicable, Jaffra will also cover the reasonable return shipping cost associated with the approved damaged or defective item.

7. Non-Returnable Items

A return may not be accepted when:

• The 30-day return period has expired.
• The product has been used.
• The product has been damaged after delivery due to misuse or improper handling.
• The product has been altered.
• The product is returned without sufficient information to identify the original order.

Certain products may have additional return restrictions where clearly stated at the time of purchase.

8. Exchanges

Jaffra currently handles eligible returns through refunds rather than guaranteed direct exchanges.

If you would like another product, you may return the eligible item in accordance with this policy and place a new order.

9. Sale and Promotional Items

Unless specifically stated otherwise at the time of purchase, sale and promotional items remain subject to this Return & Refund Policy.

Any restriction applicable to a specific promotional offer will be disclosed at the time of purchase to the extent required by applicable law.

10. Refund Delays

If you have not received your refund after Jaffra has confirmed that it has been processed, please first check with your bank or payment provider.

If you still cannot locate the refund, contact us at:

support@jaffra.store

11. Contact Us

For questions regarding returns, refunds, damaged products, or defective products:

Jaffra
Email: support@jaffra.store
Phone: +1 (571) 599-6374
Hours: Monday–Saturday, 9:00 AM–6:00 PM EST