Refund & Returns Policy

Effective Date: February 7, 2025
Last Updated: February 7, 2025

At Stella, we are committed to ensuring customer satisfaction with our pure collagen products. If you are not fully satisfied with your purchase, our Refunds & Returns Policy outlines the process, conditions, and timeframes for returning products and requesting refunds.

1. ELIGIBILITY FOR RETURNS

You may request a return under the following conditions:
âś… The return is requested within 30 days from the date of delivery.
âś… The product is unused, unopened, and in its original packaging.
âś… The product is in resalable condition with no damage or tampering.
âś… You have a valid proof of purchase (order number, invoice, or receipt).

đźš« Non-Returnable Items:

  • Opened or used products.
  • Items not purchased directly from www.StellaJordan.com.
  • Products damaged due to misuse, improper storage, or accidents.
  • Gift cards, promotional items, or free samples.

2. RETURN PROCESS

Step 1: Request a Return

To initiate a return, contact our Customer Support Team at:
📧 Email: stellajordan@gmail.com

Please include:

  • Your order number
  • A brief reason for the return
  • Photos (if applicable, for damaged or defective items)

Step 2: Return Authorization & Shipping

  • Our team will review your request within 2-3 business days.
  • If approved, we will provide you with a Return Authorization Number (RAN) and return shipping instructions.
  • You must ship the item back to us within 7 days of receiving the return approval.

Step 3: Return Shipping & Costs

  • Customers are responsible for return shipping costs, except in cases of:
    âś… Defective or incorrect products received
    âś… Items damaged during shipping
  • We recommend using a trackable shipping service to ensure safe delivery.

3. REFUND PROCESS

Once we receive your returned item, we will:

  • Inspect the product within 5-7 business days.
  • If approved, process a refund to your original payment method.

Refund Timeframes:

✔ Credit/Debit Card Payments – Refunds take 7-14 business days to reflect in your account.
✔ PayPal or Other Payment Methods – Refunds take 3-7 business days.

đź’ˇ Note:

  • Shipping fees are non-refundable unless the return is due to our error.
  • If a refund is delayed beyond 14 business days, contact your bank or payment provider before reaching out to us.

4. DAMAGED OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect item, please:
📧 Email stellajordan@gmail.com within 48 hours of delivery with:

  • Your order number
  • Clear photos of the product and packaging
  • A brief description of the issue

We will provide a free replacement or a full refund, including shipping costs, at our discretion.

5. EXCHANGES

We currently do not offer direct exchanges. If you need a different product, you must return the original item and place a new order.

6. CANCELLATIONS & ORDER CHANGES

  • Orders can be canceled or modified within 24 hours after purchase.
  • Once shipped, orders cannot be canceled.
  • If you need to update your shipping address, please contact us immediately.

7. CONTACT INFORMATION

For any questions or assistance with returns and refunds, please contact:

📧 Email: stellajordan@gmail.com
đź“Ť Address: Amman, Jordan

We are committed to providing a smooth shopping experience and will assist you with any concerns.