Exchange and Return Policy

Prince Jacob will make a refund, resend, or accept the return for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Prince Jacob warehouse.
2. Orders not Received.
a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b.Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.
b)No such number.
c)Unknown recipient.
d)Refused.
e) Do not pick up in time.
f) No safe delivery location.
g)Uncleared customs.
h)Others.
Notes: The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Prince Jacob takes no responsibility if products have been lost.

3. Products Damaged.

Prince Jacob offers a full refund or a replacement if packages arrived are badly damaged.

Prince Jacob offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

4. Incorrect or Missing Products.

Prince Jacob has a strict quality control process before products are dispatched. Prince Jacob will deal with incorrect or missing products as follows:

a. For incorrect products, Prince Jacob offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., Prince Jacob offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c. For parts missing which doesn’t affect product function, Prince Jacob may refund partially or resend the missing part; for parts missing which affect product function, Prince Jacob will resend the product only.

d. For accessories, Prince Jacob will resend the accessories.

Notes:

For size problem, Prince Jacob will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For orders cancellation, Prince Jacob offers a full refund before products are processed by warehouses.

Important Interpretation

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.

Prince Jacob takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, CJ will notify you by CJ Chat, Skype, Email, Line, WhatsApp etc.

3. Destination Limits.

Due to limited international transportation, CJ will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

4. Unacceptable Disputes.

Prince Jacob shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

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