Refund Policy

At Jenner California you have 30 days from the day your order arrives to tell us you would like to return it. Once that window has passed we are unable to accept the return.

To qualify, the product must be unused and in the same condition it reached you in, with all tags attached and in its original packaging. A receipt or other proof of purchase is also needed.

How to start a return

Email us at support@jenner-california.com with your order number. Once we have reviewed and approved your request we send step by step instructions and the correct return address. Please do not ship anything back before requesting a return, since packages sent without approval cannot be accepted.

Damages and issues

Check your order as soon as it arrives. If anything is damaged, faulty, or you received the wrong product, get in touch straight away and send photos within 48 hours of delivery. Depending on the case we arrange a free replacement or a refund after reviewing the details.

Items that cannot be returned

Custom made or personalised orders
Perishable goods such as food, seeds, flowers or plants
Personal care and beauty products
Hygiene items unless still sealed and unused
Hazardous materials, flammable liquids or gases, including some pest and garden chemicals once opened
Sale items and gift cards

If you are unsure whether your item qualifies, please ask us before you buy.

Exchanges

The quickest route to the item you actually want is to return the original product and, once that return is approved, place a fresh order for the replacement.

Order cancellations

You can cancel an order within 1 hour of placing it. If it has already shipped by the time you reach out, follow the standard return process once the package arrives.

Lost or undelivered orders

If your order never turns up, let us know and we open an investigation with the carrier. If the parcel cannot be found, we offer a full refund or send a replacement.

Return shipping costs

Faulty, damaged or incorrect items: no return shipping cost to you, we cover it.
Change of mind: if you ordered the wrong item, it does not suit, or you no longer want it, return shipping is your responsibility.

We apply no restocking fees on returns.

Refunds

Once your return reaches us we inspect it and email you to confirm whether the refund is approved. If it is, the refund is issued to your original payment method, usually within 10 business days of approval. Your bank or card provider may need extra time to post it. If more than 15 business days have passed since approval and you still have not seen it, contact us at support@jenner-california.com.

Your legal rights

Nothing in this policy limits any statutory rights you may have under applicable law.