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Refund and Returns Policy

‌Effective Date: October 29, 2026‌

This Refund and Returns Policy is issued and enforced by ‌JEMAFLEX DE MÉXICO, S.A. DE C.V.‌, the operator of the e-commerce website www.jemaflexdecor.com. We are dedicated to offering delicate home decor pieces that fit your daily vibe and make every ordinary day at home feel gently special and full of small joy, and this policy outlines clear, fair rules to protect both the legitimate rights of our customers and our operational interests. All purchase transactions completed on our platform are subject to the terms specified below, and by submitting an order on our website, you fully acknowledge and agree to comply with all clauses in this policy.

For all questions related to returns, order adjustments, and policy clarifications, you can reach out to our customer support team via the following official channels:

  • Mailing Address: José María Morelos 490, Parque Industrial Naucalpan, C.P. 53370, Naucalpan de Juárez, Estado de México, México
  • Contact Email: vortex@jemaflexdecor.com
  • Phone Number: +52 55 1763 3803

1. Core Rule: No “Refund Only” Requests Are Permitted

We explicitly ‌do not support any “refund only” requests‌ for completed orders under any circumstances. A “refund only” request is defined as any application where a customer asks for full or partial monetary refund while retaining full ownership of the ordered home decor products, regardless of the reason submitted. This rule applies to all product categories sold on our platform, including but not limited to decorative vases, wall art, soft furnishings, custom decor pieces, and limited-edition collections.

We implement this policy to ensure equal fairness for all parties involved in the transaction. Our team invests extensive effort in curating high-quality, carefully packaged home decor items to deliver a smooth shopping experience to every customer. Unilateral refund-only requests will cause unnecessary inventory loss, operational cost waste, and unfair distribution of operational burdens to our team, which goes against the fair trade principles we adhere to. We will never approve any submitted refund-only application, and all valid post-order requests must follow the return-for-exchange or return-for-refund framework specified in this policy.

2. Eligibility for Valid Return Applications

To submit a valid return application, your request must meet all of the following eligibility criteria within 30 calendar days starting from the date you sign for the delivered order:

  1. The product you intend to return remains in unused, original resalable condition, with all original tags, protective wrapping, product manuals, and attached accessories fully intact. Products that show obvious traces of installation, long-term use, accidental damage, or modification by the customer will not qualify for return.
  2. You can provide the original order number, valid purchase proof, and clear photo or video evidence to demonstrate the specific issue of the product, such as manufacturing defects, severe transport damage that was not noted at the time of delivery, or the product you received does not match the description on our product page.
  3. You have not submitted more than 2 return applications for the same order, and you return the full corresponding product unit rather than only partial components of a set decor piece.

The following items are not eligible for return: custom made-to-order decor pieces manufactured strictly according to your personal size, pattern or color requirements; clearance sale items clearly marked as “final sale” on the product page; and perishable decorative floral arrangements or scented products that cannot be resold once opened.

3. Complete Post-Request Processing Flow

Once you submit a valid return application that meets all eligibility requirements, our support team will review your submission within 2 business days, and send you an official approved return notification along with specified return shipping instructions.

  1. After you ship the returned item back to our designated warehouse address, you need to send us the return tracking number for verification. We recommend using a traceable, insured shipping service to avoid the risk of product loss during transit. For returns caused by our manufacturing defects or shipping errors, we will cover the full cost of your return shipping, and send you a pre-paid shipping label to use. For returns initiated due to personal preference changes, you will be responsible for covering the return shipping fee.
  2. Our warehouse team will complete the inspection of the returned item within 3 business days after we confirm the package is received. If the product passes our inspection and meets all return eligibility criteria, you can choose between two valid processing options:
    • Exchange the returned item for an identical replacement unit of the same home decor product, or exchange it for another different product of equal or higher value (you will only need to pay the price difference if you select a higher-value item).
    • Return the item in full and get a full monetary refund to your original payment account. Refunds will be processed within 7 to 10 business days, and the actual arrival time will follow the processing rules of your payment service provider.
  3. Any application that does not meet our return eligibility requirements, or any refund-only request that does not include returning the purchased product, will be rejected immediately, and our support team will send you a detailed notification explaining the rejection reason.

4. Exception Handling for Special Circumstances

If you receive a product that is confirmed to have major functional damage or manufacturing flaw that makes it completely unusable, and returning the item will cause you extraordinary inconvenience, our support team will evaluate your specific situation independently. Even under these rare exceptional scenarios, we will never process a refund-only request. We will work out a mutually acceptable alternative solution for you, such as sending you a free brand new replacement unit directly without requiring you to ship back the damaged product, to ensure you get a satisfactory home decor piece while adhering to our no-refund-only policy.

This policy takes effect on October 29, 2026, and applies to all orders placed on www.jemaflexdecor.com from this effective date onwards. If you have any questions about any term in this policy, feel free to contact our support team at any time for further clarification.