Return and refund policy

Last updated: May 3, 2026

This Return & Refund Policy applies to all products purchased through jalox.shop. We are committed to ensuring your satisfaction with every purchase.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unwashed, unused, with original tags attached, and in its original packaging.
  • Hygiene Note: For Bath Towels, due to hygiene and health protection reasons, we can only accept returns of items that are in their original, unopened packaging and show no signs of use.
  • You must provide a receipt or proof of purchase.
  • Non-returnable items: Gift cards and personalized/custom-embroidered towels.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process To start a return, please follow these steps:

  • Step 1: Contact our support team at support@jalox.shop or call us at +1 231-390-1627 with your order number and reason for return.
  • Step 2: If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.
  • Step 3: Pack the items securely and attach the provided return label.

4. Return Shipping Fee & Restocking Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or defective in another way, we will cover the return shipping cost.
  • Customer Remorse: If you purchased the wrong size, color, or simply no longer want the item, we will cover the return shipping cost to ensure a risk-free experience for our customers in Germany.
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns should be sent to our business office at: 4300 NW 100 STREET, OCALA, FL, 34482, USA (Please contact our support team prior to shipping for specific international return routing instructions.)

6. Refunds We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@jalox.shop
  • Phone: +1 231-390-1627
  • Address: 4300 NW 100 STREET, OCALA, FL, 34482, USA
  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (EST - Eastern Standard Time)