Return & Refund

At Jenilo, your satisfaction with your personalized baseball jersey is our priority. Because each jersey is uniquely customized to your specifications, our policy is designed to be clear, fair, and to address specific situations transparently.

1. Defective or Incorrect Items: Our Commitment to Quality

We take pride in the quality of every personalized baseball jersey we create. If you receive a product that is defective due to an error on Jenilo's part, or if the item is not what you confirmed in your order, we are here to help. You will receive a free replacement or a full refund.

What Qualifies as Defective or Incorrect (Our Responsibility):

Significant Discrepancy from Description: The personalized jersey you received differs significantly from the information, images, or descriptions on our website, or from your confirmed design. This includes:

  • Incorrect layout or design elements.
  • Wrong color combination compared to your order.
  • Print or embroidery placement significantly off-center or incorrect from the confirmed design.

Manufacturing Defects or Transit Damage: The jersey has a technical flaw or physical damage that occurred during production or shipping, such as:

  • Torn seams, loose threads, or uneven stitching.
  • Incorrect, blurry, or smudged prints/embroidery.
  • Missing or incorrect personalization details (e.g., wrong name, number, or logo) that do not match your order details.
  • Incorrect base jersey color.
  • Obvious damage like rips, large stains, or holes.

Wrong Product Received: You received an item that does not match your confirmed order details, e.g.:

  • Wrong size, color.
  • Incorrect personalization details (name, number, logo) based on the information you submitted.

Important Notes on Defective/Incorrect Items:

  • Product Condition for Verification: To ensure the defect or error is genuinely due to our production or shipping process and not from post-delivery customer handling, the product must be submitted for claim while in its original, unworn, unused condition, exactly as you received it. This includes all original tags and original packaging (if applicable).
  • No Return Required (Once Verified): For your convenience, once we have verified the defect or error based on the evidence (photos/videos) you provide, you typically do not need to physically return the defective or incorrect items to us. You can choose to donate or dispose of them as you wish.
  • Timeframe for Claims: All claims for replacements or refunds for defective or incorrect items must be submitted within 30 days of the date you received the product. 

How to Request a Replacement or Refund:

  1. Email Us: Send an email to [email protected].

  2. Clear Subject Line: Please use the subject line: "Defective/Incorrect Item Claim - Order [Your Order Number]".

  3. Detailed Information in Email: To help us resolve your issue quickly, please include:

  • Your full order number.
  • A clear video or photo that clearly shows the product's defect or the incorrect item. Please capture the issue from multiple angles for a thorough assessment.
  • A clear close-up photo of the specific defect (if any), pointing out the problematic area (e.g., torn seam, blurry print, incorrect name).
  • Your correct shipping address if you choose to receive a replacement.

Our Resolution Process & Refund Timelines:

Our Jenilo support team will review your claim promptly and may contact you for further information if needed. Once your claim is validated, we will either:

  • Send a replacement product (if available in stock) at no additional charge.
  • OR
  • Issue a full refund for the value of your order.

Once your refund is confirmed and processed by us (typically within 24 hours of confirmation):

  • Credit/Debit Cards: Refunds usually appear on your statement within 7-10 business days.
  • PayPal: Refunds typically reflect in your PayPal account within 3-7 business days.

Please note: The exact time for a refund to appear in your account may vary depending on your bank or payment provider.

2. Order Changes & Cancellations

We understand that plans can change. For your personalized baseball jersey order, you have a brief window to make adjustments.

4-Hour Window for Changes:

You have 4 hours from the time you place your order to request any cancellations or modifications (such as updating size, quantity, shipping address, personalization details like name, number, logo).

How to Request:

  • Please immediately contact our customer service department via email at [email protected].
  • Kindly include your order number and clearly state the changes you need or if you wish to cancel your order.

Important Note After 4 Hours:

After this 4-hour window, we are unable to accommodate cancellation or modification requests. This is because the production process for your personalized jersey will have begun to ensure timely delivery.

Accurate Shipping Address is Your Responsibility: You are solely responsible for providing an accurate and complete shipping address. Jenilo is not responsible for undeliverable orders due to incorrect or incomplete addresses provided by the customer.

3. Items Lost in Transit

We will assist you if your personalized baseball jersey appears to be lost during shipping.

Before Contacting Us: A Quick Checklist

Before reporting a lost item, please conduct a thorough check:

  • Mailbox & Surrounding Area: Check all potential delivery spots such as your mailbox, porch, garage, or any hidden areas around your property.
  • Security Cameras: If available, review any security camera footage that might show a delivery attempt or misplacement of the package.
  • Neighbors: Ask your neighbors if the package was accidentally delivered to their address.
  • Local Post Office/Carrier: Contact your local post office or relevant shipping carrier directly. Sometimes packages are marked as "delivered" but are being held for pickup at their facility.

How to Report a Lost Item to Jenilo:

If, after performing the above checks, your package is still missing, please contact our Customer Support team within 30 days of the estimated delivery date. To help us investigate efficiently, please provide:

  • Your order number.
  • The full and accurate shipping address used at checkout.
  • If you've contacted the local carrier, any confirmation numbers or reference numbers they provided regarding the lost package.

Our Resolution for Lost Items:

Upon receiving your report, Jenilo will initiate an investigation with the shipping carrier. Based on the outcome of this investigation, we will, at our discretion, offer one of the following solutions:

  • Replacement: If the item is still in stock, we will ship a replacement order to you at no additional cost.
  • Full Refund: If a replacement is not possible or desired, we will issue a full refund for the lost item(s).

Important Disclaimer for Undeliverable Orders:

Please note that Jenilo is not responsible for orders that are undeliverable due to:

  • Incorrect or incomplete shipping addresses provided by you during the order placement. It is your responsibility to ensure the accuracy of your delivery information.
  • Refusal of delivery by the recipient. If a package is refused and returned to us, any refund processed will be minus the original shipping costs.

We are committed to assisting you with lost packages and ensuring a satisfactory resolution within the confines of our policy.

4. Non-Refundable/Non-Replaceable Situations

To ensure clarity and fairness, we generally do not offer refunds or replacements in the following circumstances:

  • Requests After 30 Days: Any refund or replacement requests submitted more than 30 days after the confirmed delivery date of your order.
  • Customer-Induced Damage: This includes damage resulting from accidents, negligence, improper washing or drying techniques, spills, customer-caused stains, or any use other than the personalized jersey's intended purpose.
  • Customer Ordering Errors: This applies to cases where you ordered the wrong size, product type, provided an incorrect shipping address, or made an error in personalization or customization options (e.g., misspelled names, incorrect numbers) during the order process. Please double-check your order carefully before submitting.
  • Used or Altered Items: We cannot accept returns or provide refunds/replacements for personalized baseball jerseys that have been washed, worn, soiled (including pet hair or odors, etc.), or otherwise damaged after receipt due to customer handling.
  • Customer Change of Mind: We do not offer refunds or replacements for reasons of change of mind or personal preference once the order has been processed and shipped. We encourage you to carefully review our product details, images, and sizing guides before finalizing your purchase.

5. Need Further Assistance?

If you have any questions, require assistance with your order, your product, or need clarification on any part of Jenilo's policy, please do not hesitate to contact our customer support team via email at [email protected]. We are always happy to help!