At JAHORA, we aim to provide a fair and straightforward return and refund process while protecting the quality and hygiene of our clothing products.
Order Cancellation Before Dispatch
You may request to cancel your order before it has been dispatched.
Orders successfully cancelled before dispatch will receive a full refund with no cancellation fee.
To request a cancellation, email:
Please include your full name and order number.
We will make reasonable efforts to process your request. However, cancellation cannot be guaranteed once the order has entered fulfilment or has been dispatched.
Orders Already Dispatched
Once an order has been dispatched, it normally cannot be cancelled, redirected or intercepted.
You may still exercise any applicable statutory withdrawal rights. However, the order may need to complete delivery or be returned through the carrier before a refund can be processed.
Where permitted by law, the customer may be responsible for the actual direct costs of:
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Returning the parcel
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Carrier interception
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Refused delivery
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Return-to-sender transportation
JAHORA does not charge an automatic percentage-based cancellation or restocking fee.
14-Day Return Period
You may request a change-of-mind return within 14 calendar days after receiving your order.
The 14-day period begins on the day after the order is delivered.
To exercise your right to return, you must email:
Your email must include:
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Your full name
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Your order number
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The item you wish to return
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The reason for the return
No reason is required where a statutory right of withdrawal applies.
After notifying us, you must send the item back within 14 calendar days.
Returns sent after this period may be refused unless applicable law requires otherwise.
Returns After 14 Days
Change-of-mind return requests submitted more than 14 calendar days after delivery will not be accepted.
This restriction does not apply to products that are faulty, damaged, incorrectly supplied or otherwise protected under applicable consumer law.
Return Conditions
Returned clothing must be:
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Unworn, except for reasonable fitting
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Unwashed
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Unaltered
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Undamaged
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In its original condition
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Returned with all original tags attached
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Free from makeup, deodorant and perfume
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Free from stains, smoke, odours and pet hair
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Returned with any included accessories
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Suitable for resale
Customers may inspect and try on clothing only as they would reasonably be allowed to do in a physical shop.
Items that have been worn for an extended period, washed, altered, damaged or contaminated may not qualify for a full refund.
Return Shipping Costs
For change-of-mind returns, including incorrect size, unsuitable fit, colour preference or no longer wanting the item, the customer is responsible for the return shipping cost.
Original shipping costs paid to JAHORA are not normally refundable for partial returns.
When an entire order is cancelled under an applicable statutory withdrawal right, the least expensive standard delivery charge may be refunded where required by law.
Any additional amount paid for express, priority or upgraded shipping is non-refundable beyond the value of the standard delivery option.
If an item is confirmed to be faulty, damaged on arrival or incorrectly supplied, JAHORA will cover reasonable return shipping costs where required by applicable law.
No Fixed Restocking Fee
JAHORA does not apply an automatic 10%, 20%, 30% or other fixed restocking fee to eligible statutory returns.
However, where permitted by law, a reasonable deduction may be made if the item has lost value because it was handled beyond what was necessary to inspect its size, fit, nature and characteristics.
Reduced Refunds
The refund may be reduced to reflect the actual loss in value if the returned item:
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Has been worn beyond reasonable fitting
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Has been washed
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Has been altered
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Has missing, removed or damaged tags
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Has makeup, deodorant or other stains
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Has perfume, smoke or other odours
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Contains pet hair
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Is damaged
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Is incomplete
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Is no longer suitable for resale
The deduction will be based on the actual condition and reduction in value of the item, rather than an automatic fixed percentage.
If the item has been materially used, damaged or altered and has no reasonable resale value, a refund may be refused where legally permitted.
Non-Returnable Items
For hygiene reasons, the following items cannot normally be returned after the hygiene seal or protective packaging has been removed or damaged:
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Underwear
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Briefs
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Bodysuits with hygiene protection
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Swimwear
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Hosiery
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Tights
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Sealed socks
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Pierced jewellery
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Other sealed hygiene-sensitive products
The following items are also excluded from change-of-mind returns:
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Personalised products
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Custom-made products
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Made-to-order products
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Items that have been worn
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Items that have been washed
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Items that have been altered
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Items damaged through misuse
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Items without their original tags
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Items marked as final sale where legally permitted
These exclusions do not affect the customer’s rights where an item is faulty, damaged or incorrectly supplied.
Bras and General Clothing
Bras, dresses, tops, trousers, jackets and other eligible clothing may be returned if they meet all return conditions.
Bras must be unworn, unwashed and returned with all original tags attached.
Underwear bottoms, briefs and other hygiene-sensitive garments cannot be returned after the hygiene protection has been removed or damaged.
How to Send a Return
Do not return an item without first contacting JAHORA.
Once your return request has been accepted, we will provide:
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Return instructions
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The authorised return address
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Any required return reference
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Additional documentation where necessary
Do not send the return to the address printed on the original parcel unless JAHORA confirms that it is the authorised return address.
The original shipping address may belong to a logistics provider that is unable to process customer returns.
Returns sent without authorisation or to the wrong address may be refused, lost or delayed.
Customers should use a tracked shipping service and retain proof of postage until the refund has been completed.
JAHORA is not responsible for returns lost or damaged before reaching the authorised return location.
Refund Timeframe
Approved refunds will be issued to the original payment method.
Refunds will be processed without undue delay and within the timeframe required by applicable law.
JAHORA may withhold the refund until:
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The returned goods have been received; or
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The customer provides acceptable evidence that the goods have been sent back
The earliest of these events will apply where required by law.
After the refund has been issued, banks, card providers and payment processors may require additional time to display the funds in the customer’s account.
Partial Order Returns
If only part of an order is returned:
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The eligible product price will be refunded
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Original shipping charges will normally not be refunded
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Discounts may be recalculated where permitted
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Free-gift conditions may be reapplied
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The customer remains responsible for return shipping
Promotional Orders
Products purchased during a sale or with a promotional discount may be returned if they meet the return conditions.
Refunds will be based on the amount actually paid.
If a discount required the purchase of multiple items, returning part of the order may cause the remaining items to be recalculated according to the promotion terms where legally permitted.
Free Gifts
If a free gift was provided because the order met a promotional condition, the gift must be returned when the qualifying order or item is returned.
If the free gift is not returned, its stated value may be deducted from the refund where legally permitted.
Faulty, Damaged or Incorrect Items
Inspect your order as soon as reasonably possible after delivery.
If an item is faulty, damaged or different from what you ordered, contact:
Please provide:
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Your order number
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A description of the issue
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Clear photographs of the full item
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Close-up photographs of the problem
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Photographs of the packaging and shipping label where relevant
Do not wash, alter, repair or continue wearing the item after discovering the issue.
Depending on the circumstances and applicable law, JAHORA may provide:
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A replacement
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A repair
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A price reduction
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A partial refund
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A full refund
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Another appropriate remedy
Where the item is confirmed to be faulty, damaged or incorrectly supplied, JAHORA will cover reasonable return costs where required.
Size and Fit
Customers are responsible for checking the product size guide and measurements before ordering.
Sizing may vary between different designs and collections.
An item being too large, too small, too tight or too loose is normally treated as a change-of-mind return unless the product materially differs from the measurements or description displayed on the product page.
Return shipping for size and fit returns is the customer’s responsibility.
Colour Differences
Product colours may appear slightly different because of:
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Screen settings
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Device displays
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Photography
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Lighting conditions
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Fabric texture
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Normal production variations
Minor colour differences that do not materially change the product are not normally considered faults.
Refused and Unclaimed Parcels
A parcel may be returned if:
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Delivery is refused
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The parcel is not collected
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The address is incorrect or incomplete
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Delivery attempts are unsuccessful
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The customer does not respond to the carrier
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Required customs charges are not paid
A refund can only be processed after the parcel has been returned and identified.
Where permitted by law, actual direct costs caused by the customer may be deducted, including:
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Return transportation
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Carrier interception
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Failed delivery charges
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Redelivery charges
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Customs or handling charges
No automatic percentage-based restocking fee will be charged.
Exchanges
JAHORA does not currently offer guaranteed direct exchanges.
To order a different size, colour or style, return the original eligible item and place a new order.
The new order is treated as a separate purchase and applicable shipping charges may apply.
Return Abuse
JAHORA may review or refuse voluntary returns where there is reasonable evidence of:
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Clothing being worn and returned
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Repeated excessive returns
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Tag tampering
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Deliberate product damage
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Returning a different item
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False damage or non-delivery claims
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Abuse of promotional offers
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Other fraudulent activity
This section does not limit any mandatory statutory consumer rights.
Statutory Rights
Nothing in this policy limits or excludes mandatory consumer rights under the laws applicable in the customer’s country or region.
Where mandatory consumer law provides greater protection than this policy, the mandatory legal requirements will apply.
Contact Us
For cancellations, returns and refund enquiries, contact:
Please include your full name, order number and a clear description of your request.