Return Refund Policy

Thank you for choosing John William LLC (“we”, “us”, “our”) for your purchases. This Return & Refund Policy outlines the terms and conditions for returning products purchased through our official website https://johnwilliamllc.com/ or in-person (collectively, “Orders”). We are committed to your satisfaction and aim to make the return and refund process clear and straightforward for all eligible items.
 
By placing an Order with John William LLC, you agree to the terms of this Return & Refund Policy, which is incorporated by reference into our Terms of Service, Privacy Policy, and Shipping Policy. We reserve the right to update or modify this policy at any time, with changes effective immediately upon posting to our website. We encourage you to review this policy periodically for updates. For any questions about returns or refunds, contact our customer service team at service@johnwilliamllc.com or reach out to us at our physical location: 262 W Oklahoma St Tucson, AZ 85714.
 

1. Eligibility for Returns & Refunds

 
To be eligible for a return or refund, your item(s) must meet all of the following criteria:
 
  • The return request is submitted within 14 calendar days of the date you receive your Order (shipping confirmation/tracking number will serve as proof of delivery).
  • The item is in its original, unused, and unaltered condition with no signs of wear, damage, scratches, or use. All original packaging, tags, labels, and included accessories (if applicable) must be returned with the item.
  • The item is a regular stock product (custom-made, personalized, or made-to-order items are non-returnable and non-refundable, as these are produced specifically for your request).
  • You have a valid proof of purchase (order number, shipping confirmation, or receipt) for the item.
 
Note: Minor variations in product color, finish, or sizing that are consistent with the product description on our website do not qualify as defects and are not eligible for return or refund.
 

2. Non-Returnable Items

 
The following items are non-returnable and non-refundable for hygiene, customization, or product nature reasons, and no exceptions will be made:
 
  • Custom, personalized, or made-to-order products (per customer specifications).
  • Hygiene-sensitive items (if applicable, e.g., earrings, hair accessories, beauty tools) that have been opened or used.
  • Sale, clearance, or discounted items (all sales on these items are final).
  • Gift cards or digital products (if applicable).
  • Items that have been damaged due to misuse, neglect, accident, or improper care after delivery.
 

3. How to Initiate a Return

 
To start a return for an eligible item, follow these steps—returns sent without prior approval will not be processed or refunded:
 
  1. Submit a Return Request: Contact our customer service team at service@johnwilliamllc.com with the subject line: Return Request – [Your Order Number]. Include your full name, order number, the specific item(s) you wish to return, and the reason for the return.
  2. Receive Return Authorization: Our team will review your request within 24-48 business hours (Monday-Friday, excluding U.S. federal holidays) and send a Return Authorization (RA) Number and detailed return shipping instructions (including our return address) if your request is approved.
  3. Package the Return Item: Securely package the eligible item with all original packaging, tags, and accessories. Clearly write the RA Number on the outside of the shipping package for easy identification.
  4. Ship the Item: Send the packaged return to the address provided in the Return Authorization email. The customer is responsible for all return shipping costs—we do not cover or reimburse shipping fees for voluntary returns. We recommend using a trackable shipping method and purchasing shipping insurance, as we are not liable for lost, stolen, or damaged items in transit.
 

4. Refund Processing

 
Once we receive and inspect your returned item (allow 3-5 business days for inspection after delivery to our return address), we will notify you via email of the approval or rejection of your refund request.
 
  • Approved Refunds: Refunds will be processed to your original payment method (e.g., credit card, debit card) within 5-7 business days of inspection. The refund amount will be the purchase price of the item(s) only—original shipping costs, return shipping costs, and any processing fees are non-refundable.
  • Refund Timing: Please note that your payment provider may take an additional 2-3 business days to process the refund and credit the funds to your account; this timeline is beyond our control.
  • Rejected Returns: If your return is rejected (e.g., item is in used condition, missing original packaging, no RA Number), we will notify you via email and offer to ship the item back to you at your expense. If you decline, we reserve the right to dispose of the item after 30 days of notification.
 

5. Exchanges

 
We offer store credit only for eligible returns (no direct product exchanges). If your return is approved and you wish to exchange the item for another product:
 
  • We will issue a store credit for the purchase price of the returned item(s) (minus original shipping costs).
  • Store credit is valid for 12 months from the date of issue and can be used for any regular stock purchase on our website or in-person.
  • Store credit cannot be redeemed for cash, is non-transferable, and has no expiration if unused (per Arizona state law).
 

6. Damaged, Defective, or Incorrect Items

 
If you receive an item that is damaged in transit, manufacturer defective, or incorrect (wrong item/size/color) (not due to customer error), we will offer a full refund, replacement, or store credit (at your option) at no cost to you. To report a damaged/defective/incorrect item:
 
  1. Contact Us Promptly: Reach out to our customer service team at service@johnwilliamllc.com within 3 calendar days of delivery, with the subject line: Damaged/Defective/Incorrect Item – [Your Order Number].
  2. Provide Evidence: Include clear photos/videos of the item, its packaging, and the issue (e.g., damage, defect, incorrect labeling), along with your full name, order number, and delivery confirmation.
  3. Follow Our Instructions: Our team will review your claim and send you a pre-paid return shipping label (we cover all shipping costs for these returns) or arrange for a replacement to be shipped to you at no cost. For defective items, we may require the original item to be returned for inspection before processing a replacement or refund.
 
We reserve the right to verify the damage, defect, or error and may request additional information to process your claim.
 

7. Order Cancellations

 
If you need to cancel an Order, contact our customer service team at service@johnwilliamllc.com as soon as possible—we will attempt to cancel and refund unprocessed Orders.
 
  • Unprocessed Orders: Orders that have not yet been shipped will be canceled and fully refunded (including any shipping costs) within 5-7 business days of approval.
  • Shipped Orders: Orders that have already been shipped cannot be canceled; you must process a return for the item per the eligible return terms outlined in this policy.
 
No cancellation fees will be charged for approved order cancellations.
 

8. Refund Exceptions & Denial

 
We reserve the right to deny a return or refund request if:
 
  • The return request is submitted after the 14-day eligibility window.
  • The item is returned in a used, damaged, altered, or incomplete condition (with no proof of manufacturing defect).
  • The return is sent without a valid Return Authorization (RA) Number.
  • The item is a non-returnable product (custom, sale, hygiene-sensitive, etc.).
  • No valid proof of purchase is provided with the return request.
  • The damage to the item is determined to be caused by customer misuse, neglect, or accident after delivery.
 

9. Lost or Stolen Return Items

 
We are not liable for returned items that are lost, stolen, or damaged in transit to our return address. It is the customer’s responsibility to use a trackable shipping method and purchase insurance for return shipments. We will only process refunds for returns that we physically receive and inspect.
 

10. Contact Us

 
For any questions, concerns, or assistance with returns, refunds, or exchanges, please contact our customer service team—we are here to help:
 
 
We aim to resolve all return and refund inquiries within 24-48 business hours and ensure a positive experience for our customers. Thank you for supporting John William LLC!