Refund policy

At JASE Heart, we are committed to providing our global community with premium unisex fashion, elegant evening wear, and curated lifestyle accessories. We take absolute pride in the exceptional quality and craftsmanship of our collections. If you are not entirely satisfied with your purchase, we are here to assist you with a transparent and seamless return process.

1. 7-DAY RETURN WINDOW

We offer a 7-day return policy. This means you have exactly 7 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, unused, unwashed, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

2. RETURN PROCESS & INITIATION

To initiate a return, please contact our dedicated Customer Support team. 

If your return request is accepted, our logistics team will provide you with a Return Authorization Number (RAN) and detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or processed.

3. RETURN SHIPPING COSTS & RESPONSIBILITY

Please note that the customer is entirely responsible for covering the return shipping costs to our global fulfillment centers. Shipping fees and any associated customs/import clearance duties are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as JASE HEART GLOBAL cannot guarantee that we will receive your returned item.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order immediately upon arrival. Contact us within 48 hours if the item is defective, damaged, or if you received the wrong product. To ensure absolute integrity, please include clear photographs and a short video displaying the defect along with your order number. We will evaluate the issue immediately and provide a complimentary replacement or a full refund.

5. NON-RETURNABLE ITEMS & EXCLUSIONS

Certain types of items cannot be returned due to hygiene and customization policies. These include:

  • Pierced jewelry and lifestyle accessories.
  • Intimate apparel, bodysuits, or swimwear.
  • Custom-made designs or personalized items.
  • Final sale items or gift cards.

6. EXCHANGES

The fastest way to ensure you get the exact style, color, or sizing you desire is to return the item you have. Once the return is accepted by our logistics team, you can make a separate, new purchase for the desired item directly through our storefront at jaseheart.com.

7. REFUND PROCESSING TIMELINE

Once your return is received and thoroughly inspected by our manufacturing partners, we will notify you via email regarding the approval or rejection of your refund. 

If approved, your refund will be processed automatically, and a credit will be applied directly to your original payment method via Airwallex within 5 to 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your statement.

Thank you for choosing JASE Heart. When you follow JASE, you are following your heart.