Returns & Cancellations Policy
General Return Policies
Contact JJsHouse.de Customer Service to initiate the return process within 7 days upon receiving your item(s).
Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us and obtain a "Product Return" form that must be included with your package.
All of our products are custom made. Once your payment is confirmed, the manufacturing process has begun. Thus, order cancellations may involve a cancellation fee. Please see below for details:
For non-personalized products:
Orders cancelled before shipment will be eligible for a full refund.
For personalized products:
- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders cancelled 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of the product purchase price.
- Orders cancelled after 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost.
- Once your order has been shipped, it can no longer be cancelled.
If you would like to cancel your order, please login to My Orders, select the order you need help with, and request a cancellation.
Shipped items can be exchanged for quality issues, such as items arriving in damaged conditions, or item received was not item ordered. Items must be received within 30 days from the date of delivery to be eligible for exchanges.
Your satisfaction is of utmost importance to the JJsHouse.de Team. Upon the arrival of your package, it is suggested that you check and make sure the item has been made in accordance with your order specifications. All returned or exchanged products must be in their original condition.
Defective, Damaged or Mis-shipped Items
You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package. JJsHouse.de holds no responsibility for missing packages or damaged products caused by theshipping carrier. However, we are more than pleased to assist you in filing a claim against the shipping carrier. Before the claim is resolved, please keep all products in their original packages.
In case your order cannot be shipped on time, you may keep or cancel it. Order overdue by less than 10 days may be cancelled for a full refund; or you may keep it and get a 30% reimbursement upon delivery. Order overdue by more than 10 days may be canceled for a full refund; or you may keep the product at no cost except shipping cost.
1. Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
We reserve the right not to accept the returns without prior approval from our Customer Service.
2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe.
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
4. Personalized items cannot be returned.
All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.