Refund and Returns Policy

At juaana, we want customers to feel informed and confident when placing an order. This policy explains our return and refund process in a clear and transparent way.

1. Return Eligibility

Customers may request a return within 30 days of receiving their order, provided all of the following conditions are met:

  • The item is unused, unworn, and unwashed.
  • The item is in its original condition.
  • All original tags and packaging are intact.
  • The item shows no signs of wear, damage, or alteration.

Items that do not meet these conditions may not be eligible for return.

2. Items Not Eligible for Return

The following items are generally not eligible for return or refund:

  • Items marked as Final Sale
  • Clearance or sale items, unless they are defective or incorrect
  • Gift cards
  • Items damaged due to misuse, improper handling, or failure to follow care instructions

3. How to Request a Return

To request a return, please contact us within 30 days of delivery.

When contacting us, please include:

  • Your order number
  • The item(s) you wish to return
  • A brief reason for the return

Returns sent without prior approval may not be accepted.

4. Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • We recommend using a shipping service that provides tracking.
  • juaana is not responsible for return packages that are lost or damaged during transit.

5. Refund Processing

Once a returned item is received and inspected:

  • Approved refunds will be issued to the original payment method.
  • Refunds are typically processed within 5–7 business days after inspection.
  • Original shipping fees are non-refundable unless the return is due to an error on our part.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

6. Exchanges

If you would like a different size or color, please contact us before sending the item back.

Exchanges:

  • Are subject to product availability.
  • Must meet all return eligibility requirements.

If the requested replacement is unavailable, we may provide another available resolution where appropriate.

7. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or different from what you ordered, please contact us within 7 days of delivery.

Please provide your order number and, when appropriate, photos of the item and packaging so we can review the issue.

Where the issue is confirmed, we will work with you to arrange an appropriate replacement or refund at no additional cost.

8. Late or Missing Refunds

If you have not received your refund after it has been approved:

  1. Check with your bank or card provider.
  2. Contact your payment provider for an update.
  3. Contact us if you still need assistance.

9. Policy Updates

We may update this Refund & Returns Policy from time to time to reflect operational or legal changes. The latest version will always be posted on this page.

Need Help? Contact Us

If you have any questions about returns or refunds, please contact us:

juaana
Address: 13 Main St E, Wartrace, TN 37183, United States
Email: support@juaana.com
Phone: +1 931-205-1683

Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM (CST)
Saturday – Sunday: Closed