Refund policy
At Jovatreks, we want every customer to shop with confidence. If your order does not meet your expectations, we provide a simple and transparent returns and refunds process designed to make resolving issues as smooth as possible.
Please review the policy below before submitting a return request.
Return Eligibility
You may request a return within 30 days of receiving your order if the following conditions are met:
- The item remains unused and in its original condition
- Original packaging, accessories, labels, and included materials are returned together with the product
- A valid proof of purchase or order confirmation is provided
- Our support team approves the return request before the product is shipped back
To start a return request, please contact:
Returns sent without prior approval may not be accepted or processed.
Damaged, Faulty, or Incorrect Products
If you receive an item that is damaged, defective, or different from the ordered product, please contact us within 7 days of delivery.
To help us resolve the issue quickly, include:
- Your order number
- Clear photos showing the issue
- A short explanation of the problem
After reviewing your request, Jovatreks may provide:
- A replacement item
- Full or partial refund
- Store credit
- Another suitable solution depending on product availability and circumstances
Non-Returnable Products
Certain products are not eligible for return due to hygiene, customization, or product-specific limitations. These may include:
- Personalized or made-to-order products
- Used, worn, or opened items
- Digital products or downloadable content
- Clearance or final-sale products
If you are unsure whether your item qualifies for return, please contact our support team before sending it back.
Exchanges
At this time, Jovatreks does not process direct product exchanges.
If you would like another item, you may return the eligible product and place a new order separately.
EU Right of Withdrawal
Customers located within the European Union have the legal right to withdraw from a purchase within 14 days after receiving the goods without needing to provide a reason.
Returned products must remain unused and in original condition.
Unless the return results from a defective or incorrect product, return shipping costs remain the responsibility of the customer.
Refund Processing
Once your returned item is received and inspected, we will notify you regarding the approval status of your refund.
If approved:
- The refund will be issued to the original payment method
- Processing may require up to 10 business days depending on your payment provider or bank
If your refund has not appeared within 15 business days after approval, please contact our support team for assistance.
Need Help?
If you have any questions regarding returns, refunds, or your order, our customer support team is available to help.
📧 Email: info@jovatreks.com
📞 Phone: +48 730 591 593
Business Information:
Jovatreks
Jan Kowalski
Puławska 64/18, 02-512 Warszawa, Poland
Thank you for shopping with Jovatreks. We appreciate your trust and are committed to handling every return request fairly, professionally, and efficiently.