Política de reembolso

2. Refund & Return Policy

Refund & Return Policy — Naïvia

Last updated: September 23, 2026

At Naïvia (thejanshop.com), we are committed to your satisfaction. Please read this policy carefully before placing an order. By completing a purchase, you agree to the terms below.

❌ Cancellations

  • Cancellation requests must be submitted by emailing orders@thejanshop.com immediately after purchase.
  • Once an order has been processed, packed, or shipped, it cannot be cancelled.
  • Processing fees apply to all cancellations (see Processing Fees below).

📦 Returns & Refunds

  • Return requests must be submitted within 14 days of delivery.
  • Items must be unused, unwashed, unaltered, and in original condition with all tags attached.
  • Return shipping costs are the responsibility of the customer. We do not provide prepaid return labels.
  • Once we receive and inspect the returned item, we will notify you of approval or rejection within 3 business days.
  • Approved refunds are processed within 5–7 business days to the original payment method, minus applicable processing fees.
  • Shipping fees are non-refundable.

💸 Processing Fees

Refunds and cancellations are subject to the following fees, charged by our payment processor, which are deducted from the refund amount:

  • Payment processing fee: 3.9% + $0.30 USD
  • Foreign exchange fee (if applicable): 1.5%

🚫 Non-Returnable & Final Sale Items

The following items are non-refundable and non-returnable:

  • Personalized, custom-made, or print-on-demand items
  • Swimwear and underwear (for hygiene reasons)
  • Items purchased on sale, clearance, or with a discount code
  • Items that have been used, washed, damaged, or altered
  • Items returned without prior approval

⚠️ Defective, Damaged, or Incorrect Items

If you received a damaged, defective, or incorrect item:

  • Contact us at orders@thejanshop.com within 7 days of delivery
  • Include your order number
  • Send clear photos of:
    • The outside of the box, including the shipping label
    • The packaging and wrapping materials
    • The item from several angles, with close-ups of the damage or problem
  • If possible, record a video while opening the package
  • Please keep the item and all packaging until your claim is resolved

Once your claim is approved, we will resolve it at no additional cost to you via replacement, store credit, or refund.

Claims reported after 7 days, or without clear photos, may not be eligible for a replacement or refund.

🔄 Store Credit Option

Instead of a refund, we may offer store credit for the full purchase amount (minus processing fees). Store credit never expires and can be used on any future order at thejanshop.com.

🛡️ Chargeback Policy

We take fraudulent chargebacks seriously. If a chargeback is initiated without first contacting us to resolve the issue:

  • We reserve the right to dispute the chargeback with full evidence of the transaction, shipment, and delivery
  • The customer may be permanently banned from placing future orders at Naïvia
  • We will submit all communication records, tracking information, and policy agreements as evidence

We always prefer to resolve issues directly. Please contact us first at orders@thejanshop.com.

📬 Contact Us

Email: orders@thejanshop.com
Website: thejanshop.com
Response time: Within 24–48 business hours

Nothing in this policy limits any rights you may have under the consumer protection laws of your country.