Return Policy

Effective date: 2026-07-31

Each Vendor on Javern sets its own return policy — Javern provides a framework that Vendors must follow. This policy sits alongside the Terms of Service, Refund Policy, and Buyer Policy.

1. How returns work

Returns are raised and handled through the order chat with the Vendor.
If the two of you can't agree, Javern support can mediate.
The outcome may be a full refund and return, a partial refund with the item kept, or a replacement.
Refunds are credited to your Javern Wallet — see the Refund Policy.

2. Always returnable

Regardless of a Vendor's specific policy, you can raise a return when:

The wrong item was sent.
The item arrived damaged.
The item is defective / faulty.
The item is materially not as described.
Nothing arrived, but the Order was marked delivered.

3. May or may not be returnable — depends on the Vendor

Vendors set their own rules on:

Return window — commonly 3–14 days after delivery.
Change-of-mind returns.
Wrong size ordered (if the listing was accurate).
Preferred courier for returns.

Read the Vendor's return policy on their Store page before ordering.

4. Commonly non-returnable

Most Vendors exclude:

Underwear, swimwear, hosiery.
Personal-care items (makeup, skincare, fragrances) — especially once opened.
Pierced jewellery.
Custom or made-to-order items.
Final-sale or clearance items.
Items worn, washed, altered, or damaged after delivery.

5. Return conditions

Where a Vendor accepts a return, the item usually needs to be:

In its original condition, unworn / unused.
With tags attached where applicable.
In its original packaging.
Complete (all parts, accessories, freebies included).

6. Return shipping

Vendor pays when the return is due to their fault (wrong, damaged, defective, not as described).
Buyer pays when the return is a preference (change of mind, wrong size ordered).

See Who pays return shipping?.

7. How to raise a return

Open the Order in "My Orders" and message the Vendor via the chat. Attach photos.
Explain what's wrong and what you'd like (refund, replacement, partial refund).
Agree next steps: return courier, who books it, and how the refund will be issued.
Ship the item back with tracking (if applicable) and share the tracking number.
Refund is credited to your Javern Wallet once the Vendor approves it.

Full walkthrough in How do returns work? and How do I request a refund?.

8. Support mediation

If the Vendor isn't responding or you can't agree, contact support with your Order ID, photos, and a summary of the chat. See What if the seller rejects my return?.

9. Do not tap "Confirm Delivery" until you're satisfied

Once you confirm delivery, the Order is closed. Raise problems before confirming — see What happens if I don't confirm delivery?.