Return & Refund Policy
At Stephanie Jennings, we strive to provide customers with a transparent and reliable shopping experience. This policy outlines the conditions for returning products and requesting refunds. By placing an order through our website, you confirm that you have read, understood, and agreed to the terms described below.
1. Return Period
Customers may request a return for eligible items within 30 days after the order has been delivered, provided that all requirements described in this policy are satisfied.
2. Conditions for Returning Products
To be eligible for a return, the product must meet the following criteria:
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The item must not have been used, worn, or damaged
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It must be returned in the same condition in which it was received
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All original packaging, tags, and labels must still be attached
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The return request must be submitted within the allowed return period
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The return must first be approved by our customer support team
Trying on clothing items to check size or fit, similar to fitting in a retail store, is acceptable. However, if returned items show signs of washing, wear, stains, or damage, a reduction in value may be applied.
3. Items That Cannot Be Returned
Some products are not eligible for returns, including:
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Items with broken hygiene seals
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Custom-made or personalized products
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Products that were damaged due to misuse or improper handling
For hygiene reasons, underwear, shapewear, and bras cannot be returned if the hygiene seal has been removed.
4. Return Shipping and Restocking Fee
All approved returns must be sent to our central warehouse located in Asia.
Customers are responsible for:
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Covering the full cost of return shipping
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Selecting a shipping carrier that can handle customs procedures
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Paying any customs duties, taxes, or import charges
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Providing accurate customs documentation for the return shipment
Stephanie Jennings cannot be held responsible for return shipments that are delayed, refused, or lost due to customs issues or incorrect shipping procedures.
Restocking Fee
A 15% restocking fee will be applied to all approved returns.
This fee covers the inspection, processing, and restocking of returned items.
The same restocking fee also applies to:
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Unopened packages
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Orders refused at delivery
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Packages that remain unclaimed and are automatically returned
Exception:
The restocking fee may be waived if the product arrived defective or damaged, subject to verification.
5. Return Address
Return shipments must only be sent to the address provided by our customer support team after the return has been approved.
Returns sent to any other address cannot be processed or accepted.
6. How to Request a Return
To start a return request, please contact our support team via email.
Send an email to info@stephanie-jennings.com including:
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Your order number
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The item(s) you want to return
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The reason for the return
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Photos of the item (required if the item is damaged or incorrect)
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Your full name and shipping address
Our support team will respond with further instructions within 24 business hours (Monday–Friday).
7. Order Cancellation
Orders can be cancelled within 30 minutes after the purchase has been completed.
Once an order has entered the processing stage, it can no longer be cancelled. After delivery, customers may request a return according to the terms described in this policy.
8. Refund Procedure
Once the returned product has been received and inspected:
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You will be notified about the result of the inspection
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If the return is approved, the refund will be issued to the original payment method
Refunds are processed within up to 10 business days, depending on your bank or payment provider.
Please note:
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The 15% restocking fee will be deducted when applicable
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Original shipping costs are non-refundable
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Optional insured shipping selected during checkout is also non-refundable
9. Discounts and Partial Returns
If your order included a promotional discount (such as bundle deals or buy-more-save-more offers) and part of the order is returned, the refund amount may be adjusted.
Discounts are recalculated based on the items that remain after the return, not the items originally purchased.
Example:
If returning items causes the order to no longer qualify for the original promotion, the discount will be removed and the refund will be recalculated accordingly.
Refunds are always calculated based on the final order value after adjustments.
Return shipping costs remain the responsibility of the customer, and the 15% restocking fee may still apply.
10. Store Credit
In certain situations, we may offer store credit in the form of a discount code instead of issuing a refund.
Store credit issued as a discount code:
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Cannot be refunded
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Can only be issued once per order
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May be used for future purchases on our website
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Cannot be exchanged for cash
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Cannot be transferred to another order
11. Failed Delivery or Incorrect Address
If a package is returned to us due to an incorrect or incomplete shipping address provided during checkout, we may:
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Arrange a reshipment after the parcel has been returned to our warehouse and the correct address is confirmed, or
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Offer store credit as a goodwill solution, depending on the circumstances
If returned products are not in their original condition, a value reduction may apply.
12. Policy Updates
Stephanie Jennings reserves the right to modify or update this policy at any time.
Any changes will become effective immediately after publication on the website.
13. Contact Information
If you have questions regarding this Return & Refund Policy, please contact our support team:
Our team will gladly assist you.
14. Company Information
Shop Name: Stephanie Jennings
Company Name: Milo Mochi Co., LLC
Company Registration Number: 41-4010122
Tel: +1 (307) 396-4997
Business address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Email: info@stephanie-jennings.com
Our team is available Monday to Friday, 9:00 AM – 5:00 PM (EST) and usually responds within 12–24 hours on business days.