Refund policy
Refund & Return Policy
At JANEXUS PRIME, we want you to be completely satisfied with every purchase. If you're not happy with your order, we offer a straightforward return process.
30-Day Return Window
You have 30 days from the delivery date to request a return. To be eligible:
- Items must be unused, in original packaging, and in the same condition as received
- All tags, accessories, and documentation must be included
- Proof of purchase (order number or receipt) is required
Non-Returnable Items
The following items cannot be returned for hygiene or safety reasons:
- Opened cleaning sprays, lubricants, or consumable products
- Items damaged due to misuse or normal wear
- Gift cards and final-sale items
How to Request a Return
Email us at support@janexusprime.com with your order number and reason for return. We'll respond within 1-2 business days with return instructions and a return authorization.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
Refunds
Once your return is received and inspected, we'll send you an email confirmation. If approved, your refund will be processed to your original payment method within 5-10 business days. Original shipping charges are non-refundable except for defective items.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 7 days of delivery with photos of the issue. We'll provide a prepaid return label and ship a replacement or issue a full refund at no cost to you.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange for the same item, email us at support@janexusprime.com.
Questions?
For any questions about returns, reach out to our team at support@janexusprime.com. We're here to help.