Return and Exchange Validity Period
We offer a 30-day return and exchange window. You may request a return or exchange within 30 days from the date you sign for the receipt of the goods. Requests made after this period may not be accepted.
Return and Exchange Conditions
We accept returns or exchanges under the following circumstances:
Appearance Issues: The product has visible scratches, dents, or damage upon arrival.
Quality Issues: The product has structural defects or functional failures.
Sensory Issues: The product has a strong chemical odor or serious color differences compared to the description.
Wrong Item: The product received does not match the item ordered (wrong model, size, or color).
No Reason Return: You simply changed your mind or no longer need the product (subject to fee rules).
Return Process
Contact Us: Initiate a return by emailing contact@jutevibers.com or calling +1 (787) 457-8115. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the issue.
Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.
Ship Back: You are required to send the product back to the designated return address. Please wait for us to receive the package.
Inspection & Refund: Upon receipt, we will immediately inspect the product to verify if it matches your description. If the inspection passes, we will arrange your refund immediately. For more details on refunds, please refer to the "Refund Process" section.
Exchange Process
Contact Us: Initiate an exchange by emailing contact@jutevibers.com or calling +1 (787) 457-8115. Provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.
Approval: Our customer service team will process your application immediately. If approved, we will inform you and provide the return address.
Ship Back: Send the product back to the designated return address and wait for us to receive it.
Inspection & Reshipment: Upon receipt, we will immediately inspect the product. If the inspection passes, we will arrange the new product shipment within 1-3 business days. The estimated delivery time for the new product is 5-15 business days. For more information on shipping, please refer to our Shipping Policy.
Refund Process
Refund Method: Refunds will be returned to the original bank card account (Visa, MasterCard) used for payment.
Arrival Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive within 1-5 business days. If you have not received it after this period, please contact us for assistance.
Fee Rules
Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or wrong items, we will bear the shipping costs.
Your Responsibility: For "No Reason" returns (change of mind), you will bear the shipping costs associated with returning the item.
Return Label
For your convenience, a Return Label is included inside every package we ship. You can use this label to facilitate the return process after your request is approved.
Liability Disclaimer
We are not liable for damages resulting from misuse, improper assembly (not following the manual), or unauthorized alterations to the products. We are also not responsible for items lost or damaged during the return shipment if the return was organized by you using a carrier other than the one suggested by us, unless otherwise required by law.
Product Condition Requirements
To be eligible for a return or exchange, the item must be in the same condition that you received it. It must be unused and in its original packaging (including all accessories, manuals, and parts). Items returned in damaged or altered condition due to customer negligence may not be eligible for a full refund.
Order Cancellation
If you wish to cancel your order, please contact us immediately.
Before Shipment: If the order has not yet been shipped, we will cancel it and issue a full refund.
After Shipment: If the order has already been shipped, it cannot be canceled mid-transit. You will need to wait for the package to arrive and then follow the "No Reason Return" process.
Contact Us
If you have any questions or need assistance, please contact us via the following methods:
Address: 3325 HUMPHREY ST, ST LOUIS, MO 63118, US
Phone: +1 (787) 457-8115
Email: contact@jutevibers.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)
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