Return and Refund Policy
1. General Policy
At Jorlou, we offer both Print-on-Demand (POD) products fulfilled by our partner Printful and digital products created by us. Please read the following policy to understand the terms for returns and refunds.
2. Eligibility for Returns (POD Products)
Returns or refunds for physical products are only accepted under the following conditions:
- The product arrives defective or damaged.
- There is a printing error (e.g., incorrect design placement).
- The wrong product was received due to an error on our part.
3. Non-Refundable Items
Due to the custom nature of our products, we cannot accept returns or provide refunds for:
- Buyer mistakes (e.g., incorrect size, colour, or design choice).
- Change of mind after purchase.
- Sale or discounted items.
- Digital products, once the download link has been accessed.
4. Digital Product Policy
All digital products, such as eBooks, printables, or downloadable resources, are final sale. Once a product has been downloaded, we cannot offer refunds or exchanges. If you experience any issues accessing your digital product, please contact us for assistance.
5. Return Process for POD Products
To request a return for a defective or damaged POD product, please follow these steps:
- Contact us at jordan@jorlou.com within 14 days of receiving your order.
- Provide your order number and photos of the defective or damaged item.
- Once approved, we will either replace the item or issue a refund.
6. Refunds
- Approved refunds for POD products will be processed to the original payment method within 7 business days.
- Shipping fees are non-refundable.
- Refunds are not available for digital products or non-qualifying POD returns.
7. Customer Responsibility
Please double-check product details, sizes, and customisation options before placing an order, as we cannot make changes after the order is submitted. Ensure your email address is entered correctly to receive digital product download links.
8. Contact Us
If you have any questions about this policy or need assistance, please email us at jordan@jorlou.com.
