Refund policy
Here's the updated version:
Return & Refund Policy
At JOKERS, we take pride in the quality of every product we ship. Many of our products are made to order and/or produced individually at the time of purchase, which means we are unable to offer returns or exchanges except in the specific circumstances described below. We appreciate your understanding, and we are committed to making things right if something goes wrong.
Eligibility for Returns
We accept returns exclusively for items that arrive in a damaged or defective condition. Because the majority of our products are made to order and produced specifically for you, all sales are otherwise final. Returns must be requested within 30 days of the date of delivery. Items returned outside this window, or without prior authorization, will not be accepted and cannot be credited.
Apparel is non-returnable and non-exchangeable under all circumstances. As with all of our made-to-order items, apparel is produced individually upon purchase and cannot be restocked or resold. We do not accept returns or exchanges for reasons including but not limited to size, fit, material or color preference.
Damaged or Defective Items
We sincerely apologize if your order arrived in less than perfect condition. To help us resolve this for you as quickly as possible, please take the following steps:
- Inspect your order upon delivery and document any damage promptly.
- Email us at contact@getjokers.com within 30 days of delivery with the subject line "Damaged Item – [Your Order Number]."
- Include clear photographic evidence of the damaged or defective item(s) and your proof of purchase in the form of your order confirmation email.
Once we have reviewed your submission, we will be in touch to let you know whether your return has been approved. If approved, we will provide a prepaid return shipping label and step-by-step instructions for sending your item back to us. Please do not ship any item back before receiving authorization — unauthorized returns cannot and will not be accepted or credited.
Incomplete or Missing Orders
If your order arrived incomplete or an item appears to be missing, please contact us at contact@getjokers.com as soon as possible with your order confirmation email. We will investigate promptly and do our best to make it right.
Non-Returnable Items
Because most JOKERS products are made to order and produced specifically for each customer, the following items are not eligible for return or exchange under any circumstances:
- All apparel (due to the nature of 'print-on-demand' business)
- Made-to-order and custom or personalized products
- Sale items and final sale merchandise
- Gift cards
If you are unsure whether your item is eligible before reaching out, we are happy to help clarify — please contact us at contact@getjokers.com.
Refund Process
Once we receive and inspect your damaged returned item, we will notify you by email of our determination. If your refund is approved, a credit will be applied to your original payment method within 10 business days of that approval. Please note that processing times may vary depending on your financial institution.
If 15 or more business days have elapsed since your refund was approved and you have not yet seen the credit, please contact us at contact@getjokers.com and we will look into it right away.
European Union — 14-Day Statutory Right of Withdrawal
If your order is being delivered to an address within the European Union, you have the statutory right to cancel or return your order within 14 days of receipt, for any reason and without obligation to provide justification, notwithstanding the limitations set forth above. Please note that this right may not apply to made-to-order or personalized items that have been produced specifically for you, in accordance with Article 16(c) of the EU Consumer Rights Directive. To exercise this right where applicable, your item must be returned in its original condition — unworn, unused, with all tags attached, and in its original packaging — accompanied by your proof of purchase.
Contact Us
We are always happy to hear from you and will do our best to respond promptly.
Please email us at contact@getjokers.com
Saturday Studios LLC (Publisher of JOKERS, operating as SATURDAY)
9 Bayleaf Ln, Irvine, CA 92620