Refund policy

Refund & Return Policy

At Juana Fashion, we want you to be satisfied with your purchase. This policy explains our return conditions and the process for damaged or incorrect orders, exchanges, cancellations, and refunds for purchases delivered within the United States.

30-Day Return Policy

You may request a return within 30 calendar days after delivery.

To qualify for a standard return, items must be:

• Unworn, unwashed, and in the same condition in which they were received
• Unaltered and free from repairs or other modifications
• Complete with their original tags and any included accessories, such as belts or detachable components
• Free from stains, makeup, perfume, smoke, pet hair, damage, or other signs of wear
• Returned in their original packaging where reasonably possible
• In a condition suitable for resale

You may carefully try on clothing indoors to check the fit, provided the item remains in its original condition and its tags remain attached.

Please provide your order number, receipt, or other proof of purchase when requesting a return. These standard return conditions do not limit your rights concerning damaged, defective, incomplete, or incorrect items.

How to Request a Return

To request a return, contact us at info@juanafashion.com within 30 days after delivery.

Please include:

• Your full name
• Your order number
• The item you wish to return, including its size and color
• The reason for the return
• Photographs or video, where relevant to an issue with the item

After reviewing your request, we will provide the applicable return instructions and return address.

Please contact us before sending an item back so we can provide the correct return instructions. Do not send returns to our registered business address or the address on the shipping label unless we specifically confirm that address in our return instructions.

Return Shipping Costs

For standard returns, including a change of mind, an unsuitable fit, or a preference for a different size, color, or style, the customer is responsible for return shipping costs unless otherwise required by applicable law.

If we supplied a damaged, defective, incomplete, or incorrect item and require its return, we will arrange a prepaid return label or cover the reasonable return shipping costs agreed with you in advance.

Original shipping charges, if any, are non-refundable for standard returns, unless otherwise required by applicable law. If the return results from an error by Juana Fashion or a confirmed product defect, any applicable original shipping charges will also be refunded.

If you arrange your own return shipping, we recommend using a trackable service and keeping proof of shipment. Please package the item securely. If the return is lost or damaged in transit, we may need to investigate with you and the carrier before completing the refund.

Damaged, Defective, Incomplete, or Incorrect Orders

Please inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible at info@juanafashion.com.

To help us review the issue, please provide:

• Your order number
• A clear description of the issue
• Photographs of the item and the affected area, where possible
• Photographs of the size or product label if you received an incorrect item
• Photographs of the packaging and shipping label, where relevant
• Details of any missing items or accessories

Please retain the item, any included accessories, and the packaging where possible until we have reviewed your request and provided instructions. Avoid washing, altering, or attempting to repair an item before contacting us about a suspected defect.

If we confirm that an item arrived damaged, defective, incomplete, or incorrect, Juana Fashion will provide an appropriate resolution consistent with your applicable rights. Depending on the circumstances, this may include supplying a missing item, a replacement, or a refund. A partial refund to keep an affected item will only be offered with your agreement.

Exceptions and Non-Returnable Items

Unless otherwise required by applicable law, standard returns may not be accepted for:

• Custom-made or personalized items
• Clothing that has been worn beyond a careful indoor fitting, washed, dry-cleaned, or altered
• Items showing stains, odors, damage, misuse, or other signs of wear occurring after delivery
• Items missing their original tags or included accessories
• Gift cards

These exclusions do not limit any rights you may have for items that arrive damaged, defective, incomplete, incorrect, or otherwise not as described, or any other rights provided by applicable law.

Exchanges

We do not normally process direct exchanges. To obtain a different size, color, or style, request a return for the original item and place a separate order for the item you would like instead.

The original item remains subject to our return conditions. Approval of a return does not reserve inventory or guarantee that another size, color, or style will remain available.

Return Inspection

After receiving your return, we will inspect the item to determine whether it meets the conditions described in this policy.

We will notify you by email after reviewing the return. Standard returns received in a worn, washed, altered, damaged, or incomplete condition may be rejected or may qualify for a reduced refund where permitted by applicable law. We will explain the reason for any rejection or proposed reduction.

Damage or defects that were present when you received the item will not be treated as damage caused by you.

Refunds

If your return is approved, your refund will be issued to your original payment method within 10 business days after approval, or sooner if required by applicable law.

Refunds are based on the amount paid for the returned item after any discounts, together with applicable refundable taxes and shipping charges.

The time required for the refund to appear in your account may vary depending on your bank, credit card company, or payment provider.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@juanafashion.com.

Order Cancellations

Contact us as soon as possible at info@juanafashion.com if you wish to cancel or modify an order. Include your order number and the changes you would like to request.

We will make reasonable efforts to assist, but we cannot guarantee a voluntary cancellation or modification after processing or shipment has begun.

If an order has already shipped, a standard return must be handled in accordance with this policy. This does not limit any cancellation or refund rights you may have under applicable law, including rights relating to delayed shipment or failure to ship.

Contact Information

For questions about returns, damaged items, exchanges, cancellations, or refunds, please contact us:

Store name: Juana Fashion

Company name: David Brown Limited

Registered business address:
Flat B01, 2/F, Kin Tak Fung Industrial Building
174 Wai Yip Street, Kwun Tong
Kowloon, Hong Kong SAR

Company registration number: 78131360

Phone: +1 815-865-0948
Email: info@juanafashion.com

Customer service: Monday–Friday | 9:00 AM–5:00 PM CST, excluding holidays.

The registered business address is not a return address. Please contact us to receive the correct return instructions before shipping an item back.

We may update this policy from time to time. Changes will be published on this page and will apply to orders placed on or after the updated policy takes effect. Updates will not reduce rights relating to purchases already made. Nothing in this policy limits rights that cannot be excluded under applicable law.