Exchange Policy

Thank you for shopping with Janela Bay! We know that every item doesn't work out and we are happy to help you initiate a return or exchange if you need assistance.

ONLINE PURCHASES:

• Exchange requests must be initiated within 100 days of the order date.
• Items purchased online may also be exchanged at any Janela Bay Location within 100 days of the date of purchase.
• Customers must present a printed or digital receipt of purchase.
• Exchanged items must be unwashed, unworn, and unused.
• Original hang tags and strings must be in place.

IN STORE PURCHASES:

• Items purchased in-store can returned to any Janela Bay location within 100 days of the date of purchase.
• Exchanged items must be unwashed, unworn, and unused.
• Original tags and strings must be in place.
• Printed or digital receipt must be presented before an item may be exchanged.

Items that do not meet these requirements will not be exchanged. If we receive an item asking for an exchange that doesn’t meet these requirements it will be returned to sender.

CLICK HERE TO INITIATE AN EXCHANGE

RETURN LABELS:

• Return requests < 1 lbs will be issued immediately.
• Some returns > 1 lbs may need approval from a customer service representative. If this is the case, return requests are typically approved within 1 business day.
• If an exchange request is submitted past the 100 day exchange window then the request will be denied.
• If you select to exchange your item(s) then the a return label will be issued free of charge (excluding international shipping). We will also pay for shipping to send your new items to you.
• International return postage is not available and buyer will be responsible for all associated costs. We will pay for shipping to send your new items to you.

SHIPPING FEES

• We do not refund shipping fees.

USING YOUR OWN RETURN SHIPPING LABEL:

If you are not using a return label provided by us, ship your item(s) to:

Janela Bay
Attn: Returns Center
1212 E Venture Drive
STE 200
St George, Utah
84790 

Please include the following in your package:

• Name
• Order number
• Email
• Phone number
• Then tell us which item(s) you'd like to exchange. (You can check availability on our website to make sure the item(s) you want is in stock). 

We don’t guarantee that we will receive your returned item. Janela Bay is not responsible for any lost or stolen items in the mailing process. Please keep your receipt with the tracking number in case your package is lost or stolen so that we can work to recover it.

Please contact us at hello@janelabay.com if you have any questions or concerns about the return/exchange process and we will do our very best to help you! 

If you are in a hurry to exchange an item it is easier for you to jump back on our website and order the item you need. Then just ship back the item you want to return. Then we can refund that item when it arrives.