Return and Refund Policy
Last Revised on 05.06.2025
1. Introduction
At James Zenelli, we take pride in offering high-end luxury products. To maintain the integrity and exclusivity of our products, we have a strict return policy. By making a purchase on our website, you agree to the terms outlined below.
2. Eligibility for Returns
Returns are accepted only under the following conditions:
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The item must be unworn, unused, and in its original condition, with all tags, security seals, and packaging intact.
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Luxury items such as jewelry and limited-edition pieces are final sale and cannot be returned.
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Footwear and apparel must be tried on indoors only and show no signs of wear (e.g., no creases, stains, perfume, or odors).
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Any product showing signs of use or tampering will not be accepted and may be returned to the sender at their expense.
Note: We closely inspect all returned items. Any return deemed ineligible will be denied, and no refund will be issued.
3. Return Process & Fees
To initiate a return, please follow these steps:
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Request Authorization: Contact our customer support team here within 48 hours of receiving your order.
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Approval & Return Label: If your return is eligible, we will provide a prepaid return shipping label (return shipping costs will be deducted from your refund).
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Return Shipment: The item must be shipped back within 2 days of return approval.
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Inspection & Processing: Upon receiving your return, our team will inspect it within 4 business days. If approved, a refund will be processed to your original payment method.
Return Fees & Penalties
To discourage misuse of our return policy, the following fees apply:
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A 5-15% restocking fee will be deducted from the refund for standard returns where items are in perfect, unused condition with all original packaging and tags intact.
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A 20-30% restocking fee will be applied to returns that show minor signs of handling but remain resellable.
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No refund will be issued for items that appear worn, used, or tampered with. These items will be sent back at the customer’s expense.
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Excessive returns (more than 4 within a 2-month period) may result in account restrictions or denial of future returns.
4. Refund Policy
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Approved refunds will be credited to the original payment method within 30 business days after inspection.
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Shipping fees, customs duties, and taxes are non-refundable.
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Orders purchased with store credit, gift cards, or promotional discounts are non-refundable but may be eligible for store credit.
5. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order.
6. Non-Returnable Items
The following items are non-returnable and non-refundable:
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Final sale items & custom-made products
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Fragrances (for hygiene reasons)
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Jewelry, watches, and handbags (due to their exclusive nature)
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Limited-edition and pre-owned luxury items
7. Damaged or Defective Items
If you receive a defective or incorrect item, please contact us within 24 hours of delivery with photos of the issue. We will arrange for a replacement or full refund at no cost.
8. Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time to reflect changes in our business practices or legal requirements. Any revisions will be posted on our Website with the effective date clearly stated. Continued use of our services after such changes constitute acceptance of the updated policy.
9. Contact Us
For any return inquiries, please reach out to our customer support team here.