Thank you for visiting Jasrelae. We are committed to providing you with clear and reasonable return and refund services. This policy applies to furniture and related home products purchased through https://jasrelae.com.
We hope you are satisfied with your purchase. This policy explains return conditions, the application process, return shipping costs, and refund processing. Nothing in this policy is intended to exclude, restrict, or reduce your consumer rights under applicable law.
1. Our Return Policy
To the extent permitted by applicable law, we offer a voluntary return service for eligible items within 35 days after receipt.
The 35-day return period is an additional commercial return policy we provide and is not a statutory withdrawal period or cooling-off period uniformly prescribed by U.S. federal law.
Return requests will be reviewed based on the condition of the item, the reason for return, order information, and applicable law. Different return circumstances may be subject to different return shipping costs and refund processing methods.
2. Statutory Consumer Rights
Your consumer rights under applicable federal law, state law, and the specific transaction circumstances are not limited by the voluntary return conditions in this policy.
If an item is defective, damaged in transit, shipped incorrectly, or does not match the order, you may contact us to seek an appropriate solution. Depending on the specific circumstances and applicable law, the solution may include a refund, return, or other applicable remedies.
U.S. consumers do not universally have a uniform statutory 14-day or 35-day return period. Specific rights depend on applicable law, the type of transaction, and the relevant facts.
If this policy conflicts with mandatory provisions of applicable law, applicable law shall prevail.
3. Our 35-Day Voluntary Return Policy
For personal-reason returns that do not involve product quality issues, you may submit a return request within 35 days after receiving the item, provided that you meet the applicable conditions set forth in this policy.
Personal-reason returns include but are not limited to:
- Changing your purchase decision or no longer needing the item.
- The item's size, color, style, or design not matching personal expectations.
- The item not fitting the intended space layout or home style.
- Wishing to return the item for personal choice reasons.
For eligible personal-reason returns, the item should generally remain unused, uninstalled, and undamaged, and the original packaging, accessories, manuals, and other accompanying materials should be retained as much as possible.
Items that have been opened but not used may still be submitted for return, and we will conduct a reasonable review based on the actual condition of the item and applicable conditions. Missing original packaging, accessories, or other materials will also be handled based on the specific facts and applicable law.
Return shipping costs arising from personal-reason returns shall generally be borne by the consumer. Any additional fees that may apply must be clearly disclosed before the return request and must comply with applicable law.
4. Items Eligible for Return
Subject to applicable conditions, the following items may generally be returned:
- Items for which a return request is submitted within the 35-day voluntary return period.
- Items that are unused, uninstalled, and undamaged.
- Items that can be reasonably confirmed as corresponding to the original order.
- Items with accessories and accompanying materials substantially complete.
- Items that meet other applicable requirements of this policy.
The above conditions apply to our voluntary return policy and do not limit other rights consumers have under applicable law.
5. Items Not Eligible for Voluntary Return and Exceptions
The following circumstances may not qualify under our 35-day voluntary return policy:
- Items that have been used or installed and no longer meet the conditions for voluntary return.
- Items damaged due to improper use, installation, handling, or storage by the consumer.
- Situations where important accessories are missing, making reasonable verification of the item impossible or affecting its completeness.
- Requests beyond the 35-day voluntary return application period and not subject to applicable law requiring return or other remedies.
- Situations where the order or source of the item cannot be reasonably verified.
We will review the above requests based on the specific circumstances and will not deny consumer rights under law solely because an item has been opened, the original packaging is missing, or there are non-substantive issues.
If an item is defective, damaged in transit, shipped incorrectly, or subject to other circumstances that should be handled under law, you may still contact us to seek an appropriate solution even if the item does not meet the conditions for ordinary personal-reason returns.
6. Damaged, Defective, or Incorrectly Shipped Items
If the item you received was damaged during shipping, has a quality defect, or does not match the order, please contact us by email as soon as possible.
To help us understand the situation and process it as quickly as possible, we recommend that you provide:
- Order number.
- Item name and description of the related issue.
- Photos of the item damage, defect, or incorrect shipment, if conveniently available.
- Other information helpful for verifying the issue.
Photos and related materials help us verify the situation but do not replace your rights under applicable law.
After verification, we will provide an appropriate solution based on the item issue, order circumstances, applicable law, and actual situation, such as a free return, full refund, partial refund, or other legally applicable handling method.
For eligible returns due to product quality issues, transit damage, or incorrect shipment, we bear reasonable return shipping costs and do not charge a return handling fee.
We will not automatically deny your rights under law solely because you failed to submit photos or other materials within a specific internal reporting period.
7. How to Apply for a Return
Please follow the steps below to submit a return request:
Step 1: Contact Us
Please preferably send an email to team@jasrelae.com and provide your order number, reason for return, and related explanation. You may also contact us by phone.
Step 2: Review of Application
Our customer service team will review the application based on order information, reason for return, item condition, and applicable policy, and will inform you of the next steps.
Step 3: Obtain Return Instructions
If the application is approved and the item needs to be sent back, we will provide corresponding return instructions and an electronic return label.
Step 4: Download, Print, and Send the Item Back
Please download and print the electronic return label, properly package the item according to the provided packaging and shipping instructions, and send the item to the designated address.
Please do not send the item back on your own before receiving clear return instructions, in order to avoid unnecessary shipping costs or processing delays.
Step 5: Item Verification
After receiving the returned item, we will conduct a reasonable verification to confirm the item's condition and the circumstances of the return request.
For situations that can be resolved under law without sending the item back, we will not require consumers to perform unnecessary return operations.
Step 6: Refund Processing
After receiving and verifying the returned item, or after confirming that a refund can be made without returning the item, we will initiate eligible refund processing within 1 to 5 business days.
8. Return Shipping Costs and Return Labels
For approved return requests that require sending the item back, we will provide an electronic return label according to the return instructions.
Consumers need to download and print the label themselves and send the item back according to the instructions.
Return shipping costs are handled according to the following principles:
- Personal-reason returns: Return shipping costs shall generally be borne by the consumer.
- Product quality issues: For eligible returns due to quality issues after verification, we bear reasonable return shipping costs.
- Transit damage: For eligible returns due to transit damage after verification, we bear reasonable return shipping costs.
- Incorrect shipment: For eligible returns due to incorrect shipment after verification, we bear reasonable return shipping costs.
For return shipping costs that need to be borne by the consumer, we will clearly state the relevant costs or calculation method in the return arrangement.
If an electronic return label is not applicable, we will clarify a reasonable return arrangement or cost handling method through customer service communication. Costs that should be borne by us under law will not be shifted to consumers.
Please properly package the item before sending it back to avoid additional damage during transit as much as possible.
9. Return Fees and Refund Amount
Reasonable return shipping costs and other applicable fees arising from personal-reason returns should be clearly disclosed before the return request and may only be charged or deducted from the refund to the extent permitted by applicable law.
We will not add undisclosed fees at the time of refund, nor will we charge unconfirmed fixed return handling fees, mandatory restocking fees, or other unreasonable fees.
For eligible returns verified as product quality issues, transit damage, or incorrect shipment, we do not charge a return handling fee and bear reasonable return shipping costs.
If an item is damaged for consumer reasons or does not meet the conditions for voluntary return, we will review the request based on the specific facts and applicable law. Any adjustment to the refund amount must have a reasonable basis and comply with applicable law.
For situations where a refund or other remedy should be provided under law, we will not refuse processing solely based on the conditions for ordinary personal-reason returns.
10. Refund Processing and Timing
After the returned item is delivered and reasonably verified, or after we confirm that a refund can be made without returning the item, eligible refunds will generally be initiated within 1 to 5 business days.
Refunds will generally be returned to the original payment method. If the original payment method is unavailable, or if applicable law requires otherwise, we will arrange the refund based on the specific circumstances and applicable law.
Please note that the merchant initiating a refund and the refund actually reaching your account are two different processes.
After a refund is initiated, banks, card issuers, payment service providers, or other financial institutions may require additional time for processing. Therefore, the time for the refund to actually appear in your account may vary.
We cannot guarantee that all refunds will actually arrive within 1 to 5 business days.
If you still have not received the refund within a reasonable time, please first contact the relevant bank or payment service provider; if you still have questions, you may also contact us through our customer service channels.
11. Exchange Policy
Currently, we do not provide product exchange services.
Due to potential differences in furniture inventory, specifications, styles, and order processing procedures, we cannot guarantee direct exchange services for the same item or other items.
If you wish to purchase another item, you may first apply for an eligible return under this policy and then separately place a new order for the item you need. The item availability, price, and other purchase conditions of the new order shall be based on the information at the time the order is actually placed.
This exchange policy does not affect your ability to seek an appropriate solution for damaged items, defective items, incorrect shipments, or other consumer rights you have under law.
12. Contact Us
If you have any questions about returns, refunds, order cancellations, or product issues, please contact us through the following methods.
Address: 1338 Alcazar St SE, Palm Bay, FL 32909, US
Email: team@jasrelae.com
Phone: +1 (321) 846-3917
Customer service hours: Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time)
We will do our best to provide you with clear and reasonable after-sales guidance and handle your request based on the specific circumstances and applicable law.