Return Policy
Last updated:
Our Commitment
At Expeleocleansing, we take pride in the quality of our handcrafted jams. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.
Return Eligibility
You may request a return or exchange under the following conditions:
- Product arrived damaged or broken during shipping
- Wrong product was delivered
- Product quality does not meet our standards
- Request is made within 14 days of delivery
Non-Returnable Items
Due to the nature of food products, we cannot accept returns for:
- Opened jars or products that have been consumed
- Products returned after 14 days from delivery
- Items purchased from retailers (contact the retailer directly)
- Gift cards or promotional items
How to Request a Return
To initiate a return or report an issue:
- Contact us within 14 days of receiving your order
- Provide your order number and description of the issue
- Include photos of damaged products if applicable
- Wait for our team to review and respond within 48 hours
Refund Process
Once your return request is approved:
- Refunds are processed to the original payment method
- Processing time is typically 5-7 business days
- You will receive an email confirmation when the refund is issued
- Shipping costs are refunded for orders damaged in transit
Exchanges
If you received a damaged or incorrect product, we are happy to send a replacement at no additional cost. Contact us with your order details and we will arrange for a new shipment.
Damaged Shipments
If your order arrives damaged:
- Document the damage with photos before discarding packaging
- Contact us immediately with photos and your order number
- We will arrange for a replacement or full refund
- Do not return damaged items unless instructed
Cancellations
Orders can be cancelled within 24 hours of placement if they have not yet shipped. Once an order has shipped, it cannot be cancelled and must follow our return process if needed.
Contact Us
For return requests or questions about this policy, please contact us:
Email: contact@expeleocleansing.world
Phone: +33 6 79 59 04 91
Address: 276 Av. des Frères Barthélémy, 64110 Jurançon, France