Our Promise
We want you to love what you order from JELITASARA. If you receive an item that is damaged, defective or not what you ordered, we will gladly repair the problem with an exchange or a refund.
Damaged, Defective or Wrong Items
Please contact us within 48 hours of receiving your parcel if your item is damaged, defective or incorrect. Include your order number, clear photos of the item, and an unboxing video showing the parcel being opened.
Once we confirm the issue, we will send a replacement or refund you in full, and we will cover the return shipping cost.
Change of Mind Returns
If you change your mind, you may request a return or exchange within 7 days of receiving your order. Items must be unworn, unwashed and unaltered, with all original tags and packaging intact.
For change of mind returns, the customer bears the return shipping cost, and the original shipping fee is non-refundable.
Items We Cannot Accept Back
For hygiene and quality reasons, we cannot accept returns for the following unless they are faulty: innerwear and inner products, items bought on final sale or clearance, gift cards and vouchers, and items that have been worn, washed, altered or damaged after delivery.
Slight colour differences caused by screen settings and lighting, and minor variations in handmade or printed details, are not considered defects.
How to Request a Return
Contact us using the details on our Contact page with your order number, the reason for the return, and photos where relevant. We will review your request and reply with the next steps within 3 working days.
Please do not send items back without contacting us first, as returns without prior approval cannot be processed.
Exchanges
Exchanges for a different size or colour are subject to stock availability. If the item you want is no longer available, we will offer a refund or store credit instead.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are issued to your original payment method within 7 to 14 working days, depending on your bank or payment provider.
If you paid by online banking or e-wallet, the refund will be made to the same account used for payment.
Order Cancellations
You may cancel an order before it is dispatched by contacting us as soon as possible. Once an order has been shipped, it can no longer be cancelled, but you may still request a return under this policy.
Pre-order items can be cancelled only before the stock is confirmed for production or shipment. Please contact us right away if you wish to cancel a pre-order.
Vouchers & Promotions
If an order paid with a voucher or promotion is refunded, the refund covers the amount you actually paid. Vouchers that have already been used are not reissued unless the return is due to our error.
Changes to This Policy
We may update this Returns & Refund Policy from time to time. The latest version will always be available on this page.
