Refund and Returns Policy

At MR. JACKSONS, customer satisfaction is at the heart of everything we do. If you are not completely satisfied with your purchase, we are here to assist you. Please review our detailed Return and Refund Policy below.

1. Return Eligibility & Timeframe

We offer a 30-day return policy, which means you have 30 calendar days from the date your package is delivered to request a return.

To qualify for a valid return:

  • Items must be unused, unworn, unwashed, and undamaged.

  • Items must be in their original packaging with all original tags, labels, bags, and included accessories intact.

  • Proof of purchase (Order ID or receipt) must be provided upon request.

2. Non-Returnable & Final Sale Items

To maintain hygiene and operational standards, the following items cannot be returned or exchanged:

  • Clearance / Sale Items marked as final sale.

  • Personalized or Custom-Made garments tailored specifically to your measurements/specifications.

3. Damaged, Defective, or Wrong Items

We take great pride in our quality control, but if you receive a damaged, defective, or incorrect garment:

  • Contact our support team within 48 hours of delivery at info@mrjacksons.com.

  • Include your Order Number along with clear photographs showing the defect, damage, or wrong item delivered.

  • Once verified, we will cover all return logistics costs by issuing a prepaid return shipping label or immediately dispatching a replacement at no extra charge.

4. Sizing & Exchange Policy

  • Customer Responsibility: We strongly encourage all customers to consult our detailed Size Chart before placing an order to ensure an accurate fit.

  • Error on Our Part: If the sizing error is due to an fulfillment or manufacturing mistake on our end, we will gladly accept the return or issue an exchange free of charge.

  • Customer Selection Error: If the item delivered matches the size ordered but does not fit as expected, please reach out to our support team to explore available exchange options.

5. Order Cancellations & Customer Responsibilities

  • Standard Cancellations: You may request an order cancellation within 48 hours of placement for a full refund.

  • Late Cancellation Requests: After 48 hours, orders enter production or processing and cancellation cannot be guaranteed. Once an order has been shipped, it cannot be canceled; you must follow our return process after delivery.

  • Unresponsive Accounts: If additional order information or address confirmation is needed and no response is received within 7–10 business days, your order may be placed on hold or canceled. Refunds for orders canceled due to non-responsiveness prior to dispatch may deduct non-recoverable processing fees.

6. Shipping Charges & Refunds Process

  • Refund Method: Approved refunds will be processed directly back to your original payment method.

  • Processing Time: Once your returned item is received and inspected at our warehouse, refunds are issued within 10 business days.

  • Restocking Fees: We do not charge any restocking fees for returned merchandise.

  • Shipping Cost Obligations:

    • Original shipping fees are non-refundable.

    • Customers are responsible for return shipping costs, except in cases involving damaged, defective, or incorrectly fulfilled items.

7. Delivery Failures & Unclaimed Packages

  • Delivery Attempts: Customers are responsible for tracking their parcel and responding to carrier delivery notifications or calls.

  • Failed / Refused Delivery: If a parcel is returned to us due to multiple failed delivery attempts, an invalid/incorrect address provided at checkout, or customer unavailability, re-shipping charges will apply.

  • Refunds on Unclaimed Parcels: If an unclaimed or returned-to-sender package is canceled, a refund will be issued minus original shipping costs and return shipping fees.

8. Customs Duties & Regional Charges

  • International orders (specifically to the USA, UK, Canada, and EU) may be subject to regional import taxes, customs duties, or handling tariffs levied by local authorities.

  • These charges are determined by destination government regulations and are the sole responsibility of the customer.

  • If a package is returned due to unpaid customs duties or buyer refusal, any refund granted will be reduced by original outbound shipping charges and return customs/freight costs.

Contact Us

CUSTOMER SUPPORT

  • Response time: 48 Business Hours

  • Support Days: Monday - Friday

  • Business Hours: Monday - Friday, 9:00 AM - 5:00 PM (EST)