Return policy

We offer a 30‑day return policy. This means you have 30 calendar days upon receiving your item to submit a return request. To qualify for a return, the merchandise must arrive back to us in the exact same condition as you received it. Items should be unused, unworn, with all original tags attached and kept inside their original retail packaging. A receipt or valid proof‑of‑purchase document is also required to process your return application.

To initiate a return request, please reach out to our customer‑support team via email at service@jonmoore.com. After your return application gets approved, we will send over a pre‑prepared return shipping label together with clear instructions showing how and where you should send back your package. Goods shipped to our return address without a prior authorized return request will not be accepted and cannot be processed for refund. You may contact us anytime for any return‑related questions at service@jonmoore.com.

Damages, Defects & Incorrect Items

Kindly inspect your order right after delivery. If you receive defective, damaged goods or the wrong item, please notify us promptly. We will assess the reported problem and work to provide a proper resolution for you.

Exceptions & Non‑Returnable Items

Certain categories of goods cannot be returned. This includes perishable goods such as food, fresh flowers and live plants; custom‑made or personalized special‑order merchandise; personal‑care and beauty‑related products. We also cannot accept returns for hazardous substances, flammable liquids and compressed gases.

Sale‑priced clearance items and gift cards are final sale and non‑returnable. If you have doubts whether your specific product qualifies for return eligibility, feel free to get in touch with our support team for clarification.

Exchanges

The most efficient way to obtain your desired new item is to complete a standard return for your current product. Once your return has been reviewed and accepted, you may place a brand‑new separate order for the replacement item you would like. Direct item‑to‑item exchange service is not available.

European Union 14‑Day Cooling‑Off Period

Regardless of our standard 30‑day return terms, customers whose goods are delivered to the European Union hold the statutory right to cancel or return their order within 14 days for any given reason and without being required to provide justification. For EU‑region returns, goods still need to be returned unused, in original condition, with intact tags and original packaging, alongside valid purchase proof.

Refund Process

Once we physically receive and complete inspection of your returned merchandise, we will send you a notification email informing you whether your refund request has been granted or denied.

If your refund application is approved, funds will be automatically issued back to your original payment method within 10 business days. Please note that banks and credit‑card issuers often need additional processing time to post the refund amount onto your account balance.

In case more than 15 business days have passed after we approved your refund and you still have not received your funds, please contact our support team for further follow‑up at service@jonmoore.com.