At RefinedByJV, we stand behind the quality and craftsmanship of every product we ship. If for any reason you are not completely satisfied with your purchase, this policy outlines the conditions under which we accept returns and exchanges, and how refunds are processed.

Please read this policy carefully before making a purchase. By completing a transaction on www.refinedbyjv.com, you agree to the terms set out below.

You have 14 calendar days of confirmed delivery date of your order to request a return or exchange. Requests submitted after this window has closed will not be accepted.

Important: You must contact us by email before sending any item back. Returns or exchanges received without prior written approval will not be processed and will not be refunded or exchanged.

The following conditions apply equally to both returns and exchanges. All of the following must be met for a request to be approved:

•       Unworn and unused: The item must be in the exact same condition as when it was delivered - unworn, unused, and unaltered.

•       Original packaging: The item must be returned in its original RefinedByJV packaging, undamaged and intact.

•       Proof of purchase: Your order confirmation email or order number must be provided at the time of your request.

•       Within the return window: Your request must be submitted within 14 calendar days of your confirmed delivery date.

•       Prior written approval: You must receive written approval from us before shipping any item back.

Items that do not meet all of the above conditions will not be accepted and will be returned to you at your expense.

The table below summarizes return and exchange eligibility for common scenarios:

 

Scenario	Details	Eligible?
Item unworn, unused, in original packaging	Within 14 days of confirmed delivery date, with proof of purchase and prior approval	Yes
Item received damaged or defective	Contact us within 48 hours of confirmed delivery date with photos - we resolve	Yes
Wrong item received	Contact us immediately - we will resolve	Yes
Sale or discounted item	All sale items are final sale - no exceptions	No
Item without original packaging	Packaging missing, damaged, or substituted	No
Item that has been worn or used	Any signs of wear, use, or alteration	No
Request after 7 calendar days	Outside the return/exchange window	No
Sent without prior written approval	No email authorization received before shipping	No

 

The following items are not eligible for return, exchange, or refund under any circumstances:

•       Items purchased at a sale or discounted price - all sale items are strictly final sale.

•       Items that have been worn, used, or altered in any way.

•       Items returned without their original packaging.

•       Items sent back without prior written approval from RefinedByJV.

•       Items returned outside the 14-calendar-day window of confirmed delivery date.

6.1 How to Initiate a Return

To request a return, please follow these steps:

1.    Email us at hello@refinedbyjv.com within 14 calendar days of confirmed delivery date.

2.    Include the following in your email: your full name and order number; the item(s) you wish to return; the reason for your return; and photographs of the item and its packaging.

3.    Wait for our written approval. We will review your request and respond within 2 business days. Do not ship anything before receiving written confirmation from us.

4.    Once approved, securely pack your item in its original packaging and ship it to the address we provide (our BC, Canada location). You are responsible for all return shipping costs.

5.    Email us your tracking number once your return has been shipped. We recommend a tracked service as RefinedByJV is not responsible for return packages lost or damaged in transit.

6.2 Return Shipping Costs

All return shipping costs are the responsibility of the customer. We do not provide prepaid return labels.

We strongly recommend that you:

•       Use a tracked shipping service - RefinedByJV is not liable for return packages that are lost, stolen, or damaged in transit;

•       Retain your proof of postage and tracking number until your refund has been confirmed; and

•       Pack your item securely - items damaged during return shipping due to inadequate packaging may not qualify for a refund.

Please note: Original outbound shipping costs are non-refundable.

7.1 Exchange Eligibility

We offer exchanges for a different style or product, subject to availability and the same eligibility conditions as returns (see Section 3). Exchanges are not available for sale items.

If the replacement item has a different price, the difference will be settled before the new item is dispatched - either charged or refunded to your original payment method.

7.2 How to Initiate an Exchange

To request an exchange, please follow these steps:

6.    Email us at hello@refinedbyjv.com within 14 calendar days of confirmed delivery date.

7.    Include the following in your email: your full name and order number; the item you wish to exchange; the reason for the exchange; the item you would like in exchange (style, color, or product); and photographs of the original item and its packaging.

8.    Wait for our written approval. We will confirm availability and respond within 2 business days. Do not ship anything before receiving written confirmation from us.

9.    Once approved, securely pack your original item and ship it to the address we provide (our BC, Canada location). You are responsible for all return shipping costs on the item being sent back.

10.  Once we receive and inspect the returned item and confirm it meets all eligibility conditions, we will dispatch your replacement. You are also responsible for any shipping costs associated with sending the new item to you.

11.  If the replacement item is of a different price, any difference will be settled at the time of approval.

7.3 Exchange Shipping Costs

The customer is responsible for all shipping costs associated with an exchange -  both the cost of returning the original item and the cost of shipping the replacement item. We do not provide prepaid labels for exchanges.

8.1 Refund Processing

Once we receive your returned item, we will inspect it to confirm it meets all eligibility conditions outlined in Section 3. We will notify you by email once the inspection is complete.

If your return is approved, your refund will be processed to your original payment method within 10 business days of us receiving and approving the returned item. Depending on your financial institution, additional time may be required for the refund to appear on your statement.

If your return is not approved - for example, because the item shows signs of wear or is not in its original packaging - we will notify you by email and return the item to you at your expense.

8.2 Refund Method

All approved refunds are issued exclusively to the original payment method used at the time of purchase. We do not issue refunds as cash, store credit, cheque, or any other method.

8.3 Partial Refunds

We reserve the right to issue a partial refund at our sole discretion where an item is returned in a condition that is not fully consistent with the eligibility conditions. We will communicate any partial refund decision to you in writing before processing.

8.4 Sale Items

Items purchased at a sale or discounted price are strictly final sale. They are not eligible for a return, exchange, or refund under any circumstances, including if the item is defective (in which case, see Section 9 below).

We carefully inspect every order before it ships. However, if you receive an item that is damaged, defective, or different from what you ordered, please contact us immediately.

To report a damaged, defective, or incorrect item, email us at hello@refinedbyjv.com within 48 hours of confirmed delivery date and include:

•       Your order number;

•       A description of the issue; and

•       Clear photographs of the item, the damage or defect, and the original packaging.

Where an item is confirmed by us to be damaged, defective, or incorrectly sent, we will arrange for a replacement or full refund at no additional cost to you, including return shipping costs in these specific circumstances.

Please note: We are unable to accept damage or defect claims submitted more than 48 hours after confirmed delivery. Please inspect your order carefully upon receipt.

This policy does not limit or exclude any rights you may have under applicable Canadian federal or provincial consumer protection legislation, including the Business Practices and Consumer Protection Act (BPCPA) of British Columbia.

If a product is found to be defective, not of acceptable quality, or not as described, you may have additional statutory rights to a remedy beyond those described in this policy. Please contact us and we will work with you to find a fair resolution.

For all return, exchange, and refund inquiries, please contact us by email. We aim to respond to all inquiries within 2 business days.

 

RefinedByJV

BC, Canada

Email: hello@refinedbyjv.com

Website: www.refinedbyjv.com

We reserve the right to update or modify this policy at any time. Changes will be posted on this page with an updated effective date. The version of this policy in effect at the time of your purchase will apply to that order.