Refund policy

Refund & Return Policy — Naïvia

Last updated: June 5, 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.

💸 Processing Fees on ALL Refunds & Cancellations

All refund and cancellation requests — regardless of timing — are subject to the following non-refundable fees, which will be deducted from any refund amount:

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

These fees are charged by our payment processor and cannot be waived under any circumstances.

❌ Cancellations

  • Cancellation requests must be submitted by emailing orders@thejanshop.com immediately after purchase.
  • Even if cancelled, all processing fees as stated above will be deducted from the refund.
  • Once an order has been processed, packed, or shipped, it cannot be cancelled.

📦 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 full 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 all applicable processing fees.
  • Shipping fees are non-refundable.

🚫 Non-Returnable & Final Sale Items

The following items are strictly non-refundable and non-returnable under any circumstances:

  • 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 and clear photos of the issue
  • We will resolve it at no additional cost to you via replacement, store credit, or refund

Failure to report within 7 days may result in the claim being denied.

🔄 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