Thank you for shopping JENNU! It's important to us that you're completely satisfied with your purchases. Please kindly take note of our return policy below.

requires a valid receipt or proof of purchase for all return requests. If you ordered directly with us, you will use your order number as proof of purchase. Please utilize our Return Portal to initiate a return or exchange. If you encounter any issues with the portal, please email us at cs@jencohandbag.com.

Expectations: Items failing to meet expectations may be returned within 30 days of receipt.

Conditions of Goods: Returned items must be in new or used condition, with original packaging, tags, and no visible signs of wear. Altered and/or used items are not eligible for return and will be sent back to the customer.

Incorrect or Damaged Items: Reports of incorrect items must be made within 14 business days of receipt. Damaged items must be reported within 6 months to qualify for a refund. Items outside the timeframe of one year are eligible for replacements or store credit. If the replacement proves unsuccessful and is reported within six months then store credit will be the sole option. Replacements reported beyond six months will be considered final sale. Defective or damaged items that were purchased more than two years ago will not qualify for replacement or store credit.

Good(s) Ineligible for Return/Replacements/Store Credit: Certain items are non-refundable, including older out-of-season products, altered or used items, and items on final sale, and items purchased during an exclusive event.

Return Label: For a limited time, free return shipping labels are provided for eligible returns processed through our  Return Portal.Scheduled Pickup services are not included in this free returns offer and may incur additional fees.

Return shipping labels are always provided for orders involving shipping errors or incorrect items. If optional Redo coverage was purchased prior to this promotion, you may still receive your label through the Return Portal after completing your return request.

Replacements: Jennu covers shipping and handling for replacement items. Price variations may occur for different replacement items.

Time Limitation:  Once the RMA has been received via our Redo portal, returns must be initiated within 7 business days to be eligible. Failure to return items within this timeframe will result in the closure of the RMA. Items not listed on the RMA will be returned to the customer.

Shipping costs are non-refundable.

All sale and clearance items, including free promotional items, will be final sale and cannot be exchanged or returned. This includes any items purchased at a sale price and items purchased during online promotions.

If an item you've purchased has gone down in price and is still in stock, you can request a one-time price adjustment within 7 days of your order date.

Please note that items purchased using a promotion code or other discount aren't eligible for a price adjustment. Price adjustments will also not be made for Black Friday, Cyber Monday and any other holiday or exclusive event like our Mother's Day Exclusive. Any products bought during a sale are all final sale. 

If you are reporting an item that is damaged, defective, or missing a strap purchased from a third party, you are required to provide the following information: 

• Picture of the defective item.
• Proof of Purchase (receipt or bank statement).

Without proof of purchase, we cannot proceed with the exchange of the item. While we understand that customers may acquire our products through various means such as gifts or cash transactions, proof of purchase is necessary for any exchanges. However, we are ready to offer you a discount code for a future purchase from our website in such cases.

 Kindly note that exchanges are subject to availability and can only be processed for the same items in the same color (unless we no longer have the color available). In cases where the item is not available, a discount code will be issued to you.

Reports of defective or damaged items must be submitted within 6 months of the date of receipt by you from the third party. If the issue is reported beyond the return window, we will provide you with a discount code that can be used toward your purchase with us.

Should you wish to exchange it for a different item, you will need to make a direct purchase through our website.

If the exchange item is found defective or damaged within 6 months of receipt, you will be eligible for a discount code. However, if the request falls outside the return window, the item will be considered wear and tear.

If you seek to exchange an item due to it not meeting your expectations and it is neither defective nor damaged, we regret to inform you that exchanges cannot be facilitated. In such instances, you will be advised to contact the third-party retailer for further assistance. We do not issue refunds for items purchased through a third party.

For further assistance or clarification, please contact cs@jencohandbag.com.

Please be advised that we only provide shipping services within the United States.

We hope you love your new Jennu purchase, but adding RE:DO will give you peace of mind. Upon receipt of your items, you'll be able to use our Return Portal to exchange or gain store credit if you're not feeling the love. The return label is free!

RE:DO must be purchased with an item. It cannot be purchased separately and used for another order. Exchanges can be made for a different color in the same style. You only need one RE:DO label per order.