Thank you for shopping with us. We are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely happy with your order, we offer a straightforward return and refund process.

Eligibility for Returns

You may return most items within 30 days of receiving your order. To be eligible for a refund, the items must be in their original condition, unused, and in the original packaging with all tags, labels, and accessories intact. Certain items, such as perishable goods or personal care products that have been opened, may not be eligible for return due to health and safety regulations. If you have any questions regarding the eligibility of a specific item, please contact our customer support team.

Return Process

To initiate a return, please follow these steps:

Contact Us: Email our support team at jk@jens-koester.com to request a return authorization. Please include your order number and the reason for the return.

Return Label: Once your return is approved, we will provide you with a prepaid return shipping label via email. This label covers the return shipping cost, so you won’t incur any extra charges.

Prepare Your Package: Securely pack the items in their original packaging, including all original accessories and documentation. Affix the return shipping label on the package, ensuring that no previous shipping labels are visible.

Ship the Package: Drop off the package at the designated shipping carrier location, or schedule a pickup if available in your area.

Refund Process

Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund. If approved, a refund will be issued to your original method of payment within 7 to 10 business days. Please note that processing times may vary depending on your financial institution. In the case of a partial return, your refund will be prorated based on the returned item(s).

Exchanges

If you would prefer an exchange for a different item, please contact us to discuss your options. Exchanges are subject to product availability and may require a return and refund of your original purchase before a new order is processed.

Non-Returnable Items

Please note that some items may not be eligible for return due to health or safety concerns, or if they are custom or personalized orders. These items will be clearly marked on the product page.

Questions and Support

Our goal is to make your shopping experience as smooth as possible. If you have any questions about our return and refund policy or need further assistance, please do not hesitate to contact our customer support team at jk@jens-koester.com

Thank you for choosing us! We appreciate your business and are dedicated to ensuring you enjoy a hassle-free experience with our products and services.