Refund policy

Refund Policy

We want you to feel confident ordering from JB Grames. Because many of our products ship directly from supplier partners, return requirements can vary by product. Contact us before sending anything back so we can confirm whether the item is eligible and provide the correct return instructions.

14-Day Return Request Window

For an ordinary return, contact us within 14 days after the item is delivered.

To be eligible, the item must be unused, in new and resalable condition, and in its original, undamaged manufacturer packaging. All instructions, accessories, tags, packing materials, and inserts must be included.

Some products must remain unopened to be eligible for return. Certain products cannot be returned because of health, hygiene, customization, or supplier restrictions. Please review the Non-Returnable Products section below.

Start a Return

Your order number
The product you would like to return
The reason for the return
Photographs if the item is damaged, defective, or incorrect

Because products may ship from different supplier locations, there is no single return address. We will confirm whether the return is eligible and provide the required return authorization, return address, applicable fees, and shipping instructions.

Items sent without prior authorization cannot be accepted or refunded. Do not send returns to the JB Grames business or mailing address.

Approved Return Instructions

After receiving return authorization:

Ship the item within seven calendar days.
Use the authorization number and return address provided by JB Grames.
Place the original manufacturer package inside a separate shipping carton.
Do not place shipping labels, tape, stickers, or writing directly on the manufacturer’s packaging.
Package the item carefully to prevent damage during return shipping.
Use a trackable shipping method and retain the tracking information until the return is completed.
Do not send a return using collect-on-delivery or postage-due service.

A supplier may decline a return that arrives late, damaged, incomplete, used, opened when unopened packaging is required, or otherwise not in new and resalable condition. Items that do not meet the return requirements may not qualify for a refund and may be returned to you at your expense.

Return Shipping

For an ordinary return, such as a change of mind, an incorrectly selected size, or an item ordered by mistake, you are responsible for return-shipping costs.

If an item arrives damaged, defective, or different from what you ordered, contact us before returning it. We will provide instructions and cover authorized return-shipping costs when the problem was caused by JB Grames or the supplier.

Please do not arrange or pay for return shipping on a damaged, defective, or incorrect item until you have received instructions from JB Grames.

Restocking Fees

Supplier restocking fees may apply to ordinary returns, customer ordering errors, refused deliveries, late returns, or returns that do not follow the authorization instructions.

Depending on the supplier and circumstances, the fee may be as much as 25% of the item’s price. Some supplier returns are subject to a minimum $10 fee.

We will tell you about any applicable restocking fee when your return is authorized and before you ship the item. Restocking fees do not apply when an item is damaged, defective, or incorrectly shipped because of an error by JB Grames or the supplier.

Original Shipping Charges

Original shipping charges are non-refundable for ordinary returns.

If the item was damaged, defective, or incorrectly shipped because of an error by JB Grames or the supplier, we will address the original shipping charge as part of resolving the problem.

Damaged, Defective, or Incorrect Items

Inspect your order as soon as it arrives.

If an item is damaged, defective, or different from what you ordered, contact us at bill@jbgrames.com within two business days after delivery. Include your order number, a description of the problem, and clear photographs of the item, packaging, and shipping label when possible.

We will review the issue and arrange an appropriate replacement, repair, refund, or other resolution. No restocking fee will apply when the problem was caused by JB Grames or the supplier.

Keep the product and all packaging until we provide instructions. Discarding the packaging or returning the item without authorization may limit our ability to resolve the claim.

Non-Returnable Products

Certain products cannot be returned because of health, hygiene, customization, condition, or supplier restrictions. These may include:

Eating, toileting, hygiene, and mouth-operated products
Opened or used bath-safety and personal-use products
Single-use products
Custom, specially modified, or special-order products
Discontinued products
Gift cards

These restrictions do not prevent you from contacting us about an item that arrived damaged, defective, or incorrect. If you are unsure whether a product is returnable, contact us before ordering.

Exchanges

We do not process direct product exchanges. The simplest way to obtain a different item is to return the original product, if eligible, and place a new order after the return is approved.

Inspections and Refunds

Authorized returns are inspected after they are received by the supplier that fulfilled the order.

We will notify you when the return has been reviewed and tell you whether the refund is approved. If approved, the refund will be issued to the original payment method, less any disclosed restocking fee or non-refundable shipping charge.

JB Grames will issue an approved refund within 10 business days after the return inspection is completed. Your bank or card company may require additional time to post the refund to your account.

If more than 15 business days have passed since we notified you that your refund was approved, contact us at bill@jbgrames.com.

Questions

If you have questions about whether a product can be returned, please contact us before ordering. We would rather help you confirm the product, size, features, and return eligibility before you make a purchase.