Jestik

Returns and Replacements

We stand 100% behind the quality and durability of our products. They go through rigorous quality tests, and we work closely with an expert team of designers and engineers. Still, there are times when a product needs to be returned or replaced, whether it isn't what you expected, isn't the right fit, or was damaged in shipping. This page explains how returns and replacements work.

Your coverage

30-day money-back guarantee

You may return a product to us, at your cost, within a month (30 days) of receiving it, as long as it is in nearly-new condition. This means the product is complete with its original packaging intact and, where applicable, has not been used, installed, or modified.
Any additional fees, such as minimum order fees or international shipping, are non-refundable.
Items that were made to order, modified, assembled, or excluded from return by their manufacturers cannot be returned.

1-year warranty

All our products are covered by a 1-year warranty. If a product fails within one year of purchase, we will repair or replace it. If you have any questions about your product's warranty, call us at (800) 592-8250, Monday through Friday, 9 AM to 5 PM PST, or email sales@jestik.com.

The Jestik VIP Warranty

We are committed to your 100% satisfaction, through both the quality of our products and the service we provide after purchase. VIP stands for "Very Important Promise": our commitment to provide the best care possible even after the transaction ends. See our VIP Warranty page for details.

Refunds

Once you have returned an item, we will fully refund your order.
If you are replacing your product with something of a different value or size, there will be no refund, but we will ship the replacement once we have received the returned item.
We cannot refund other costs associated with the purchase, such as international shipping, taxes, etc.

Chargebacks: We advise against requesting a chargeback from your credit card company. It may further delay your refund or replacement, because we have to wait until the bank's mediation process is complete, which normally takes as long as half a year.

Non-refundable items

We cannot accept returns of, or process refunds for, products that:

Have no return shipping form (the form is part of the product's packaging)
Have been tampered with, modified, or used
Are returned without their original packaging
Have been modified or customized per the client's instructions
Have missing components
Have an improper or erroneous return label address
Have no ARN
Have no tracking number

Bulk orders (5 or more pieces) or single-receipt orders amounting to at least $2,500.00 are non-refundable. To avoid any issues, we highly suggest placing a sample order and testing the product before purchasing in bulk.

Restocking fees

If you return a product, a minimal restocking fee will be deducted from the refund. Restocking fees vary by item, so please check the product page for this information.

How to return an item

Fill out the Return Form found in your package. Make sure the information you provide is accurate.
Email us to tell us about the return. Include your order number, the item you want to send back, and your contact information. See our contact page for our complete contact details.
As soon as we receive your email, we will reply with an Authorization Return Number (ARN).
Write the ARN on the Return Form.
Send the product, with its original packaging, all accompanying components, and the Return Form, to the return address indicated.

Note: We cannot process any return request without an ARN, so make sure you get one from us. We normally send it by email within 24 hours. If you don't hear from us within this period, contact us right away.

Return requirements

No ARN, no refund

Without an ARN, we cannot process your refund. Once you have sent us the return form, contact us and check your email for the ARN.

Packaging the returned item

Pack the item in its original packaging materials, with all the accessories it came with, inside the original box.
Use the product return label, and write the ARN exactly as instructed.
The returned item must be in good, like-new condition. Please DO NOT write on the box.
Improper labeling can cause your return to be denied or result in excess fees or charges.

Shipping and insuring the returned item

Ship the item to the address provided by Jestik using your preferred courier, or use one of our preferred couriers.
We highly recommend insuring your returned items. Returns that arrive damaged, or that are lost, will not be refunded or replaced by Jestik. You may file a claim with your insurer if this happens.
If a returned item is damaged in transit to its return destination, Jestik will notify the customer by email that the item arrived damaged and will hold the item for up to 1 month (30 days).
It is then the customer's duty to file a claim with the carrier that handled the return and to instruct Jestik on what to do with the damaged item.
If we do not receive any notification or response from the customer within that period (30 days), the returned item will be either donated or discarded.

Send us your tracking number

Only use shipping carriers that provide tracking numbers for your returns. Keep the tracking number for your records and email it to us, so we can help track the whereabouts of your return.

Items not eligible for return

Because of the nature of some order types, standard return policies do not apply to:

Custom orders (items that are built to order, or any product marked non-returnable on its item page on the website)
Any item that does not have a Return Authorization Number issued by Jestik
Any item returned without its original box, and without sufficient packaging materials and/or accessories
Bulk orders of 5 or more pieces, or single-receipt orders of $2,500 or more

When ordering larger quantities, we highly recommend placing a sample order.

Damaged and defective goods

We will exchange any delivered items that are defective or damaged at no additional cost.

If you would prefer a return instead of a replacement, our Standard Return Policy applies, and a restocking fee may be subtracted from the credit.

Small parcel deliveries (UPS and FedEx Ground)

For smaller FedEx or UPS Ground deliveries damaged in transit, contact our customer service team within 7 working days. You can find our contact details on our contact page.
We recommend accepting the damaged item and contacting us, rather than having the courier handle the return, which may take longer and requires a more tedious procedure.
If the damage is reported within 7 days (for FedEx or UPS Ground deliveries), Jestik can file a claim on your behalf, which can resolve the problem quickly.
Refunds or replacements may be denied if the customer fails to notify us of damaged or defective merchandise within the allotted seven (7) business days of receipt.
You must email us with information about the damaged merchandise. Please do not attempt to file a claim with the courier on your own.

Email us, fill out the form on our contact page, or call us with:

Your invoice number
The product model number and a description of the damage (attaching photos of the damage to your email helps us respond faster)
Your name, email address, and phone number

Keep the damaged item safe and keep all original packaging intact. In some cases, our shipping couriers may send their own staff to verify the damage.

Large package and pallet deliveries (freight truck, White Glove delivery)

When products are shipped via freight (White Glove, L.T.L., or any other common freight and cargo service), the buyer is obligated to check and inspect the items at the time of delivery.
Note any damage on the bill of lading or delivery receipt when you sign for the delivery. Anyone who signs for these deliveries without writing "damaged" on the delivery receipt or bill of lading assumes responsibility if the merchandise is damaged.
If the package appears slightly damaged, always write "damaged package" when signing for the delivery.
If the package appears heavily damaged, you have the right to refuse the delivery. The damaged package will be sent back to us, and we will have a new replacement delivered to you. If you refuse the delivery, notify us immediately so we can expect the return shipment.
A delivery receipt or bill of lading is considered a liability release for the delivering freight company unless damage to the package is noted on it when signed for at delivery. Writing "damaged" on the delivery receipt or bill of lading ensures the freight company will be held responsible for the damaged product.

Damaged or missing parts after you accept delivery

If you have accepted the delivery and discover damaged or missing parts, let us know right away. We will send replacement parts as soon as possible, free of charge.
Most freight carriers only allow us to file freight claims within 48 hours of delivery, so you must inform us right away of any damage or missing parts.
If we cannot replace the parts, we will have the carrier pick up the item and have a replacement delivered.
All returned items must be in their original packaging and come with all original accessories.
If you do not want a replacement unit or parts, the product can be returned to us under our standard return policy.
If an item arrives damaged, or an error was made on our part, and the situation cannot be remedied with replacement parts or a full replacement, we will cover the cost of returning the item to us.

Cancellation requests

Jestik makes it a priority to ship your items as quickly as possible, and we will make every attempt to get your order to you.

If you decide to cancel your order while it is already out for shipment, contact a customer service representative at (800) 592-8250, email sales@jestik.com, or use the contact form on our contact page.
Once our team has assessed that your item can be cancelled, you will receive an email confirming receipt of your cancellation request, followed by another email that either confirms the cancellation or informs you that it could not be completed. Please allow up to 72 hours for confirmation of your cancellation.
Some products may already have shipped from a manufacturer and be on their way to the distributor for shipment to you. In these cases, cancellation fees will apply.
If we are unable to cancel your order and it has already shipped, please do not refuse the package. You could be charged cancellation fees, round-trip shipping costs, and other fees. Instead, accept the package and return the item immediately to make the process smoother and the refund quicker. This process falls within our 30-day return/money-back guarantee period.

Cancelling items on back order

If you want to cancel an order because of a back order, we suggest calling our customer service team first to verify the date before making a final decision. Sometimes a manufacturer reports items as back ordered but finds they have already shipped or are shipping the following day.
If a product is truly unobtainable for an extended period, we sincerely apologize for the delay. We work with more than 200 suppliers and often depend on them for up-to-date stock information. We continually encourage our partner manufacturers to improve their inventory levels and technologies so we can serve you more efficiently.
Because cancellation requests are time-sensitive, emailing or leaving voice messages may slow the process down. You must speak to a customer service representative directly to resolve any concerns quickly.

Exchange policy

Easy exchanges

You may exchange a product that is in like-new condition, complete with its original packaging, within 30 days of receipt.

Non-exchangeable products

Jestik may sell items from a number of manufacturers that are for personal use, built to order, or custom made. These products are not eligible for exchange.

Have questions?

If anything here doesn't answer your question, visit our contact page to speak with our customer support team.

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