Refund policy

At Juaana, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help with a simple and transparent return process.

30-Day Return Policy

We offer a 30-day return policy. You may request a return within 30 days of receiving your order.

To be eligible for a return, items must be:

  • Unused and unworn
  • In their original condition
  • Free from stains, odors, or damage
  • Returned with original tags and packaging (if applicable)

Items that do not meet these conditions may not qualify for a refund.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

  • Gift cards
  • Final sale or clearance items
  • Personalized or custom-made products
  • Items marked as non-returnable
  • Products that have been used, washed, or altered

How to Start a Return

To request a return, please contact our customer support before sending your item back.

Please include:

  • Your order number
  • Your full name
  • Reason for the return
  • Photos (if the item is damaged or incorrect)

Email: support@juaana.shop

Once your request is approved, we will provide return instructions.

Please do not send items back without receiving return authorization.

Refunds

After we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or credit card provider may require additional processing time before the funds appear in your account.

Exchanges

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery.

If eligible, we will arrange a replacement or exchange at no additional cost.

Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item is damaged, defective, or incorrect, contact us immediately and include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We'll work quickly to resolve the problem.

Return Shipping

If the return is due to our error (wrong item, damaged product, or defective merchandise), Juaana will cover the return shipping costs.

For returns due to a change of mind, incorrect size selection, or other customer-related reasons, the customer is responsible for return shipping costs unless otherwise required by applicable law.

Shipping charges paid at checkout are non-refundable, unless the return is due to our error.

Late or Missing Refunds

If you haven't received your refund:

  1. Check your bank account again.
  2. Contact your credit card company, as processing times may vary.
  3. Contact your bank.

If you've completed these steps and still haven't received your refund, please contact us.

Contact Us

Juaana

Address:
9721 Irvine Center Drive
Irvine, CA 92618
United States

Phone: +1 (239) 312-2960

Email: support@juaana.shop