How do I request a refund?

Overview

If something's wrong with an order you received, start with the store in the order chat — most issues get resolved fastest that way. If you can't work it out with the store, support can step in. Refunds are credited to your Javern Wallet.

Step 1 — message the store

1. Open the Javern App or Javern and sign in.
2. Go to your profile and tap "My Orders".
3. Open the order and tap the chat icon.
4. Explain what's wrong and attach a photo — pictures speed things up.
5. Say what you'd like to happen: a replacement, a partial refund, or a full refund and return.

Step 2 — agree the outcome

Work with the store on next steps:

• Full refund, return the item.
• Partial refund, keep the item.
• Replacement.

Keep the details in the order chat so both sides have a record.

Step 3 — get support involved if needed

If the store isn't responding or you can't agree, contact our support team. Include:

• Your order ID.
• What went wrong and when you noticed it.
• Photos or screenshots.
• A summary of what the store has already said.

Before you tap "Confirm Delivery"

Don't confirm delivery while there's a problem outstanding — it makes the order harder to escalate later.

Related

• How do returns work?
• I received the wrong item.
• My item is defective.
• My item is damaged.
• The item doesn't match the description.

Still need help?

If this didn't fully answer your question, contact our support team and we'll follow up.