Refund policy
Our 15-day return policy allows you to request a return within 15 days of receiving your item. To be eligible for a return, the item must be in the same condition as received: unworn or unused, with all tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at assistenza@janoa.it.
Our customer service is available Monday to Friday, from 09:00 to 17:00 (CET). We strive to respond to all inquiries within 48 working hours of receiving the email.
Returns must be shipped to the following address:
Janoa – di Sergio Cosmai
Via Marino Zanutel, 2
20066 Melzo (MI), Italy
If your return is accepted, we will send you instructions on how and where to ship your package. Return shipping costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and resolve it as quickly as possible.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as perishable goods, custom products, or personal care items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please note that sale items and gift cards are non-returnable.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-day Cooling Off Period (European Union)
If the goods are being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, provided the conditions mentioned above are met.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed since we approved your return, please contact us at info@janoa.it.
Important Note on Returns
We kindly ask you to use the product only for the time and in the manner necessary to evaluate its characteristics, fit (if applicable), and functionality, just as you would in a physical store.
- Clothing: Trying items on for size and comfort is allowed, but they must not be worn during sports activities, washed, or altered.
- Accessories and other items: Products must not show any signs of use, wear, or alteration.
Returns of products that are not in their original state or show signs of use will not be accepted.
We reserve the right to update or modify this policy at any time; therefore, we invite you to consult it periodically. For any questions, our customer service is available at info@janoa.it.