Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@jimenostudio.com. For print-on-demand products, returns are managed through our fulfillment partner. Please contact us at support@jimenostudio.com for return instructions.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@jimenostudio.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@jimenostudio.com.
Digital Products Due to the nature of digital products, we do not accept returns or refunds once the file has been downloaded or the access link has been sent. If you experience a technical issue with your download, please contact us and we will resolve it promptly.
Physical Products (Print-on-Demand) We accept return or exchange requests within 30 calendar days of receiving the product in the following cases:
- Defective or damaged product
- Incorrect item received (wrong size, color, or design)
- Product not received within the maximum estimated delivery timeframe
We do not accept returns for:
- Change of mind or incorrect size selected by the customer
- Customized products without a manufacturing defect
How to Start a Return:
- Contact us at support@jimenostudio.com within the stated timeframe
- Include your order number and photos of the product if applicable
- We will respond within 3 business days with further instructions
Refunds Approved refunds are processed within 5–10 business days and credited back to the original payment method.