Claims deemed an error on our part are covered at our expense, we will obviously take the product back, reimburse your money or send an error-free product.
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.
High Product Quality
We will only co-brand with popular brand names supplying high quality garments from leading manufacturers and trusted companies.
Reasons for Returns
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to the facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.
Before returning any products: We do not refund orders for buyer’s remorse, or for ordering the wrong size. Each product has a size guide. PLEASE USE THE GUIDE.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized.
Each item at JackFresh.com is tailor made to meet the customer’s requirements; we check the specifics of each order and then forward the selected design & requirements to a highly professional company that will produce each product. Every item on this website is made to order, we simply provide a service which allows our customers to see what a product may look like once the item has been created; therefore Jack Fresh reserves rights to refuse returns at its sole discretion.
What happens if a package isn't delivered, but the tracking states that it did?
Jack Fresh will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, Jack Fresh would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you are unable to locate the package, we recommend that you make a complaint to the carrier service, however we're not yet able to assist with filing claims with shipping carriers but hope to be able to in the future!
If the customer returns the product, where will it be sent?
Jack Fresh works with a few different factories. The return address depends on the order. Before returning an item you must contact us first. Once we give you the address, we'll notify you via email that the package has been returned once it reaches our facility, and based on the reason for the return, we'll decide what the next steps should be.
Return Packages may need to be sent to an address in the UK, US, EU, Mexico, or China, and will be paid for by you.
What if the product is damaged in the mail?
We ask for photo verification of any damaged goods to be sent to our contact email.