All web products can be returned, except those where otherwise stated.
Under the regulation of online sales, returned products must be intact, in perfect condition for resale and in their original packaging. They must not have been used, nor mounted, nor have suffered any damage, and must be returned perfectly clean. Any damaged, incomplete product or any product without the original packaging cannot be returned or exchanged.
Items purchased through a gift check or shopping voucher check can be exchanged or returned for a credit note, but in no case will money be refunded.
You can only change a product for the same item in another size or color. If the item you want to change is more expensive than the initial article, you must pay the difference. In the opposite case, you will receive a shopping voucher for the difference in price.
The images of the products we show are images that the supplies send us directly, hence they are quite similar to the product in question. Even so, the quality of the image may be affected for various reasons, one of them being the quality of the image in the downloading device ... For this reason we cannot accept complaints generated from the product image, color, shape or size.
In the same way, we seek to periodically update the images and descriptions of the products.
We therefore recommend careful inspection of the item before unpacking.
You have a legal deadline of 14 calendar days from receipt of your order for its return and exchange.
The procedure for returning the product should be the following:
1. You must log into your user account.
2. Choose the products you want to return.
3. Wait until you return is valid and follow the steps indicated.
Any returns that have not been previously communicated and have not followed these steps will not be accepted.
After requesting the return and then approved, you have maximum 5 calendar days to send us the product. If we have not received the product in those 5 days we will carry out the change or return.
Once we have received your returned item and ensured that the product is in perfect condition, we will make the refund of the amount indicated, excluding shipping and delivery costs. The refund shall be made no later than 14 calendar days after receipt of the product and in the same form of payment that has been paid.
The computer procedure for changing the product will be the same as returns.
If the exchange is for a product of the same amount, the customer must only pay the shipping costs (in this case the flat rate will not be applied nor the free shipping for products over 90 euro)
In the event that the product is a lower price, the customer will pay the shipping cost and we will refund the difference in a voucher.
Finally, if the price of the replacement product is higher than the original, the customer will pay the shipping cost and the price difference of the products.
If the reason for returning the product is due to any defect, any shipping error or any cause attributable to Jan & Friends, we will cover the cost of shipping.
If, however, the reasons for the returned product are personal (the customer doesn’t like the product, the size is wrong, the product does not meet expectations ...) we will be happy to help and make the exchange or refund, but both the outward and the return shipping charges, will be covered by the customer.