Return and Refund Policy
Returns for non-damaged products
For hygiene and safety reasons, we generally don't accept returns on products that have been used or opened. Returns and refunds for non-damaged items will be considered on a case-by-case basis. To initiate a return, please contact us at info@jexshop.ca within 3 days of receiving your order. Please keep in mind that items must be unused and in their original packaging to be considered. Please provide your order number and the reason for the return.
Items sent back to us without first requesting a return will not be accepted.
Returns for damaged products
If there is damage to your order, we will replace or refund the product.
If your product is damaged (e.g., cracked or broken), please reach out to us at info@jexshop.ca with the necessary information and photographic/video evidence for investigation.
If the box or packaging is damaged, we kindly ask that you send us a photo before opening it so we can fairly assess your claim. Rest assured that we’ll do all that we can to provide the best solution depending on each situation.
Please be aware that we package items as securely as possible but minimal dents/scuffing can be possible during courier shipment. Note as well that it's normal for palettes to have some dusting around the outside of the pans - this is not considered damage.
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Shipping costs for returning the item are the responsibility of the customer unless the return is due to our error (e.g., defective or incorrect item).
Thank you for choosing our products. We appreciate your understanding and adherence to our Returns and Refund Policy. Our goal is always to provide high-quality products and exceptional customer service. If you have any further questions, please do not hesitate to contact us.