At JEN HEPE, we take great care in selecting, preparing and quality-checking every product before it is dispatched. We make every effort to ensure that the product you receive is in perfect condition and matches the product displayed on our website.
As our handbags are fashion products and returned products may not always be suitable for resale, we follow a limited return policy. We therefore encourage you to carefully review the product images, description, dimensions, colour and other details available on the product page before placing your order.
3.1. Return Policy
JEN HEPE primarily accepts returns in cases where the product received is damaged, defective, or different from the product ordered.
If you receive a damaged, defective or incorrect product, please inform us as soon as possible after delivery and preferably within 48 hours of receiving the order, so that our team can review the concern and assist you with the next steps.
However, if you simply wish to return the product for any other reason, JEN HEPE will allow a return request to be raised within 5 days from the date of delivery, provided that the product meets all the return conditions mentioned in this policy.
A return request submitted after 5 days from the date of delivery will generally not be accepted, except where required under applicable law.
3.2. Condition of the Product
For any return to be accepted, the product must be completely unused, unworn and in the same condition in which it was received.
The product must be returned with all original tags, labels, dust bags, accessories, cards, protective materials and complete original packaging provided with the order.
The product must not have been used, carried, altered, washed, damaged, stained, scratched or otherwise handled in a manner that affects its original condition.
All returned products will be subject to a quality inspection. If the product does not meet the required return conditions, JEN HEPE reserves the right to reject the return request.
3.3. Opening / Unboxing Video and Photos
For any claim involving a damaged, defective, incorrect or incomplete product, a clear and continuous opening/unboxing video is compulsory.
The video should begin before the package is opened and clearly show the condition of the outer package, the opening of the package and the product and its contents immediately after opening.
Customers are also required to provide clear photographs showing the product and the issue being reported.
The opening/unboxing video and photographs are required so that JEN HEPE can properly verify the condition of the package and product at the time it was received.
In the absence of sufficient photographic or video evidence, JEN HEPE may not be able to verify the claim and may reject the request, subject to applicable consumer law.
3.4. Damaged or Defective Product
If your JEN HEPE handbag arrives damaged or has a manufacturing defect, please contact us as soon as possible and preferably within 48 hours of delivery at support@jenhepe.com.
Please provide your order number along with clear photographs of the product, photographs of the packaging and the required opening/unboxing video.
Our team will review the concern and, where the claim is verified, provide an appropriate resolution in accordance with this policy and applicable law.
3.5. Wrong Product Received
If you receive a product that is different from the product you ordered, please inform us as soon as possible and preferably within 48 hours of delivery.
The product must remain completely unused and all original packaging, tags and accessories must be retained.
A clear opening/unboxing video and photographs of the product received are compulsory for the verification of a wrong-product claim.
Once the claim has been reviewed and verified, JEN HEPE will provide the appropriate resolution in accordance with this policy and applicable law.
3.6. Return Due to Change of Mind or Personal Preference
If the product is not damaged or defective and you have received the correct product but still wish to return it due to personal preference, change of mind, styling preference, colour preference or any other reason, you may request a return within 5 days of receiving the product.
Such a return will only be considered if the product is completely unused and is returned in its original condition with all tags, packaging materials, dust bag, accessories and other items supplied with the order.
The return will be subject to inspection and approval by JEN HEPE.
3.7. No Exchange Policy
JEN HEPE currently does not offer product exchanges.
This means that a customer cannot exchange a handbag for another design, colour, product or variant.
If an eligible return is approved, the applicable refund will be processed according to this Refund & Return Policy. If you wish to purchase another product, you may place a new order separately.
This policy does not restrict any rights available to consumers under applicable law in relation to defective, damaged, incorrect or otherwise non-conforming products.
3.8. Return Request and Approval
To initiate a return, please contact us at support@jenhepe.com within the applicable return period.
Please provide your order number, registered mobile number or email address, the product name, the reason for the return and the required photographs or video evidence.
Once your request is received, our team will review the details and confirm whether the return is eligible.
Approval of a return request does not mean that the refund is automatically approved. The returned product must still pass our quality inspection after it is received.
3.9. Return Pickup and Inspection
For an approved return, JEN HEPE may arrange a return pickup through its logistics partner or provide appropriate return instructions.
Once the returned product reaches us, it will undergo a quality inspection to verify that it is unused, undamaged and accompanied by its original packaging, tags and other materials.
If the product is found to have been used, damaged, altered or returned without the required packaging or accessories, the return may be rejected.
3.10. Refunds
Once an eligible returned product has been received and successfully inspected, the applicable refund will be initiated through the original payment method, wherever possible.
The time required for the refund to reflect in your bank account, card, UPI account or other payment method may vary depending on the payment gateway, bank or financial institution.
JEN HEPE shall not be responsible for delays caused by banks, payment gateways or other third-party financial service providers.
3.11. Cash on Delivery Refunds
For eligible returns associated with Cash on Delivery orders, JEN HEPE may request the customer's bank account, UPI or other appropriate payment details to process the refund.
Customers are responsible for providing accurate payment information. Any delay resulting from incorrect or incomplete information provided by the customer may affect the refund timeline.
3.12. Sale and Promotional Products
Products purchased during clearance sales, special sales or promotional campaigns may have separate return conditions, which will be communicated at the time of purchase.
Where a product is specifically marked as non-returnable, it will not be eligible for a return unless the product is defective, damaged, incorrect or otherwise covered by applicable consumer rights.
3.13. Cancellation
If you wish to cancel your order, please contact us at support@jenhepe.com as soon as possible after placing the order.
Cancellation may be possible only before the order has been processed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process after receiving the order.
3.14. Important Note
We strongly recommend that customers record a clear opening/unboxing video while opening their JEN HEPE package and retain the video until they are completely satisfied with the product.
For damaged, defective, incorrect or incomplete orders, the opening/unboxing video and photographs are compulsory for us to properly investigate the claim.
JEN HEPE reserves the right to assess every return request individually and approve or reject a request based on the condition of the product, supporting evidence and the terms of this policy, subject always to applicable consumer protection laws.
3.15. Contact Us
For any return or refund-related query, please contact:
JEN HEPE LIFESTYLE
Email: support@jenhepe.com
Website: jenhepe.com
Address: Amidhara, Ayodhya Nagri Society, 2nd 150 Feet Ring Road, Munjka, Rajkot – 360005, Gujarat, India.