1. Eligibility for Returns & Refunds

1.1 General Return Window

• For standard Jrete luggage products (e.g., Basics 21” Carry-On, 26” Medium Checked Luggage, non-personalized 3-piece sets), you may initiate a return within 30 days from the date of delivery for a full refund or exchange.
• Products must be in unused, undamaged, and complete condition:
  • Original packaging (e.g., brand box, protective foam) must be intact and unmarked.
  • All accessories (e.g., telescoping handle parts, dust bags, product tags) must be included.
  • No scratches, dents, or signs of wear on the luggage’s hardshell surface or wheels.

1.2 Special Exceptions

• Personalized or customized products: Any luggage with custom engravings, monograms, or modified features (e.g., custom-colored shells) cannot be returned, as these items are made to your unique specifications.
• Clearance or final sale items: Products marked “Clearance,” “Final Sale,” or discounted below regular retail price (excluding temporary promotions) are non-returnable and non-refundable.
• Partial returns of sets: Luggage 3-piece sets (21”, 26”, 30”) must be returned in full. Partial returns (e.g., returning only the 21” carry-on from a set) will not be accepted.
• Free or promotional items: If your order included free gifts or discounted add-ons (e.g., a complimentary luggage tag with a suitcase purchase), these items must be returned with the main product to qualify for a full refund. Failure to return them will result in a deduction from your refund amount (equal to the retail value of the missing promotional item).

2. Defective or Damaged Products

1. Notify our customer service team within 7 days of delivery via email at [service@jrete.com], including:
   • Your order number.
   • Clear photos/videos of the defect, damage, or incorrect item.
   • A detailed description of the issue.
2. We will verify the issue within 2–3 business days. Once confirmed:
   • We will provide a prepaid return shipping label (free of charge to you) for the defective item.
   • We will either:
     • Send a replacement product (of the same model and color) at no cost, or
     • Process a full refund (including original shipping fees paid) to your original payment method.

3. Return Process

Step 1: Request a Return Authorization

• Email our customer service team at [service@jrete.com] with the subject line “Return Request – [Your Order Number].”
• Include:
  • Your full name, order number, and contact information.
  • The product name/model (e.g., “Basics 26” Hardside Luggage – Navy Blue”) and reason for return.
• We will review your request within 2 business days and send a Return Authorization (RA) number and a prepaid return shipping label (for eligible returns) to your email.

Step 2: Prepare the Return Package

• Pack the product securely in its original box (or a rigid cardboard box if the original packaging is unavailable) to prevent damage during transit.
• Attach the prepaid shipping label to the outside of the package (ensure the RA number is visible).
• Include a copy of your order confirmation email inside the package (to help us identify your order quickly).

Step 3: Ship the Return

• Drop off the packaged item at the designated courier location (e.g., DHL, FedEx) as indicated on the shipping label.
• Keep the tracking number for your records – we recommend monitoring the shipment until it reaches our warehouse.

4. Refund Processing

• If the item meets all eligibility criteria, we will process your refund within 10–14 business days to your original payment method (e.g., credit card, PayPal).
• You will receive a confirmation email once the refund is issued.

5. Additional Terms

• International Returns: For orders shipped outside of China, returns must be sent back to the same country/region where the product was delivered. International return shipping costs (for non-defective items) are the responsibility of the customer, unless the return is due to a defective or incorrect product (in which case we will cover reasonable shipping costs).
• Statutory Rights: This policy does not limit or exclude your statutory consumer rights under applicable law. If you are entitled to additional protections under local regulations (e.g., longer return windows), those rights will apply.
• Order Cancellations: You may cancel an order before it ships by emailing [service@jrete.com] with your order number. Once an order has shipped, you must follow the return process outlined above.

6. Contact Us

• Email: [service@jrete.com]
• Company: Xiangyang Junjia Shi Trading Co., Ltd.
• Address: Room 129, Building 6, Xiangyang Science and Technology City, No. 37, Zhuhai Avenue, Xiangyang High-tech Development Zone, Xiangyang City, Hubei Province, China
• Website: [https://jrete.com/]