Returns, Refunds and Order Issues Policy

Effective date: July 18, 2026

At RJaymes, we want customers to receive the correct product in good condition and understand their options if something goes wrong. This policy explains how returns, refunds, replacements, cancellations and delivery issues are handled.

This policy applies to purchases made directly through www.rjaymes.com. Products purchased through another marketplace or retailer must be returned through the original seller under that seller’s policies.

1. Thirty-Day Return Window

Unless a product is identified as final sale or otherwise excluded below, you may request a return within 30 calendar days after the carrier records the order as delivered.

A return request must be submitted to support@rjaymes.com before the end of the 30-day period.

To be eligible for a preference-based return, the product must generally be:

• Unused, unworn and unwashed;

• In substantially the same condition in which it was received;

• Free from damage, stains, odors, pet hair or other signs of use;

• Returned with its original packaging, manuals, accessories, parts and included promotional items; and

• Accompanied by proof of purchase.

Opening a shipping box solely to inspect the product does not automatically make the product ineligible for return. However, products showing use, installation, assembly damage or material alteration may be denied or may qualify only for a partial refund where permitted by law.

Submitting a return request does not guarantee approval. We will review the request under this policy and provide written return instructions when approved.

2. How to Request a Return

Email support@rjaymes.com and include:

• Your full name;

• Order number;

• Product you wish to return;

• Reason for the return;

• Whether the product has been opened, assembled or used; and

• Photographs or video when the item is damaged, defective, incomplete or incorrect.

Please allow up to two business days for an initial response.

Do not return an item until you receive written authorization and return instructions from RJaymes.

Do not send a return to the sender’s address printed on the original package. RJaymes works with multiple fulfillment locations, and the correct return destination may differ from the original shipping address. Unauthorized returns or returns sent to the wrong location may be refused, delayed or ineligible for reimbursement of shipping costs.

After receiving authorization, the customer must give the return shipment to the carrier within 14 calendar days, unless different written instructions are provided.

3. Customer-Preference Returns

A customer-preference return includes situations such as:

• The customer changed their mind;

• The product is no longer wanted or needed;

• The customer ordered the wrong size, color, model or quantity;

• The product does not fit the customer’s personal preference;

• The customer found a different product or price elsewhere; or

• The order was placed by mistake but could not be canceled before fulfillment.

For an approved customer-preference return:

• The customer is responsible for return-shipping costs;

• Original shipping, expedited shipping, priority processing, shipping protection and similar service charges are not refundable after those services have been performed;

• Any return label supplied by RJaymes may have its cost deducted from the refund;

• The product must satisfy the eligibility requirements in this policy; and

• No routine restocking fee will apply to ordinary, unopened merchandise unless a product-specific fee was clearly disclosed before purchase.

RJaymes is not responsible for customer-paid return packages that are lost or damaged in transit. We recommend using a trackable shipping service and retaining the shipping receipt until the return is completed.

4. Damaged, Defective, Incorrect or Incomplete Products

Contact support@rjaymes.com within seven calendar days after delivery if:

• The product arrived materially damaged;

• The product has a manufacturing defect;

• You received a different product than the one ordered;

• Required parts or accessories are missing; or

• The quantity received does not match the order.

Include photographs or video showing:

• The shipping box;

• The shipping label;

• The product;

• The damage, defect or discrepancy; and

• All contents received.

Do not discard the product, packaging or shipping materials while the claim is being reviewed.

If RJaymes confirms that the product was damaged, defective, incorrect or incomplete, we may provide, as appropriate:

• Replacement parts;

• Technical or assembly assistance;

• A replacement product;

• A prepaid return label;

• A partial refund if accepted by the customer; or

• A full refund.

RJaymes will cover reasonable return-shipping costs when we require the return of a product confirmed to be damaged, defective, incomplete or incorrectly shipped.

Normal wear, cosmetic differences that do not materially affect function, minor variations caused by photography or screen settings, and damage caused after delivery are not considered manufacturing defects.

5. Products Damaged Through Use or Customer Error

Returns, replacements and refunds do not cover damage caused by:

• Misuse, abuse or neglect;

• Improper assembly, installation or maintenance;

• Failure to follow product instructions or safety warnings;

• Unauthorized repair, alteration or modification;

• Accidents occurring after delivery;

• Normal wear and tear;

• Exposure to conditions for which the product was not designed;

• Use of incompatible parts, power sources or accessories; or

• Commercial use of a product sold for personal or household use.

Any applicable manufacturer warranty may provide separate rights.

6. Dietary Supplements, Foods, Personal-Care and Health-Related Products

For safety and product-integrity reasons, the following rules apply to dietary supplements, ingestible products, foods, beverages, cosmetics, personal-care products and other sealed health-related products:

Unopened products

An unopened product may be eligible for return within the standard 30-day return window when:

• The manufacturer’s seal remains intact;

• The container has not been opened, punctured, altered or damaged;

• The product has been stored appropriately;

• The product has not expired; and

• The product otherwise satisfies this policy.

Opened or unsealed products

Opened, used or unsealed ingestible, supplement, food, beverage, cosmetic, personal-care or health-related products are not returnable or resalable, except when:

• The wrong product was shipped;

• The product arrived damaged;

• The safety seal was broken before delivery;

• The product was subject to a recall; or

• A return or refund is required by applicable law.

A customer’s dislike of the flavor, texture, scent, perceived results or personal response to a properly delivered product does not ordinarily make an opened product eligible for return.

RJaymes does not guarantee that a dietary supplement, cosmetic or wellness product will produce a particular result for every customer.

Customers who believe a supplement or health-related product caused a serious adverse reaction should discontinue use and seek appropriate medical attention. They should also contact RJaymes so that the matter may be documented and reported to the manufacturer or appropriate authorities when required.

7. Hygiene-Sensitive and Safety-Sensitive Products

For health, hygiene and safety reasons, opened or used products in certain categories may not be returned unless damaged, defective or incorrectly shipped. These may include:

• Undergarments and intimate apparel;

• Products that contact the mouth or body;

• Personal grooming products;

• Bedding or products with evidence of use;

• Medical or mobility products that directly contact the body;

• Disposable products;

• Safety equipment;

• Products containing opened consumable components; and

• Other products clearly identified as nonreturnable on the product page.

Any category-specific return restriction will be disclosed on the applicable product page when practical and will apply in addition to this policy.

8. Print-on-Demand, Personalized and Custom Products

Products created, printed, engraved, embroidered, personalized or otherwise manufactured specifically for an individual order are not eligible for customer-preference returns or exchanges.

These products remain eligible for review when they:

• Arrive damaged;

• Contain a production defect;

• Differ materially from the approved order details; or

• Are not the product ordered.

Color differences caused by monitor settings or minor placement variations inherent in the production process are not ordinarily considered defects.

9. Final-Sale and Clearance Products

Products clearly marked Final Sale, Nonreturnable or equivalent before purchase are not eligible for customer-preference returns.

Final-sale status does not eliminate rights relating to a materially damaged, defective or incorrectly shipped product.

A clearance product is not automatically final sale unless the product page clearly identifies it as such before purchase.

Any known defect, open-box condition, missing packaging or cosmetic imperfection will be disclosed on the product page before purchase. RJaymes will not intentionally sell an undisclosed damaged or materially incomplete product as new.

10. Oversized, Heavy and Freight-Delivered Products

Oversized, heavy, mobility, furniture, equipment or freight-delivered products may have special return requirements because of their shipping and handling costs.

Any product-specific return restrictions, inspection requirements, return-freight responsibility or restocking charge will be disclosed on the product page or during checkout before purchase.

Unless RJaymes caused the return:

• The customer may be responsible for return freight;

• The customer may be responsible for securely repackaging or palletizing the product;

• The product may need to be returned to a designated freight facility; and

• A disclosed restocking fee may apply to recover reasonable inspection, handling, repackaging or supplier charges.

No undisclosed or discretionary restocking fee will be imposed after purchase.

Customers should inspect freight shipments before signing the delivery receipt. Visible damage should be noted on the carrier’s delivery receipt, and photographs should be taken before unpacking when possible.

Refusing a freight shipment without documented damage or prior authorization may be treated as a customer-preference return, and applicable freight charges may be deducted from the refund where permitted by law.

11. Return Inspection

Returned products are inspected after arrival at the authorized return location.

Please allow up to seven business days after confirmed return delivery for inspection.

A return may be denied or reduced where permitted by law if the returned product:

• Is materially used, damaged or altered;

• Is missing significant parts, manuals or accessories;

• Is not the product purchased from RJaymes;

• Does not match the authorized return;

• Contains a removed, altered or mismatched serial number;

• Was damaged because it was packaged improperly for return;

• Was returned after the authorized deadline; or

• Is otherwise excluded under this policy.

Before reducing or denying a refund, RJaymes may request additional information and may provide documentation explaining the decision.

12. Refund Processing

Approved refunds will be issued to the original payment method, unless otherwise agreed in writing or required by circumstances beyond our control.

After a return has been received, inspected and approved, RJaymes will generally issue the refund within five business days.

After RJaymes issues the refund, banks and payment processors may require additional time to post the credit to the customer’s account. This processing time is controlled by the financial institution and may vary.

Depending on the reason for the return, a refund may exclude:

• Original shipping charges;

• Expedited shipping;

• Priority processing;

• Shipping protection or insurance services already performed;

• Customer-responsible return-shipping costs;

• Disclosed freight or restocking charges; and

• Reductions for missing components or customer-caused damage where permitted by law.

If RJaymes shipped a materially damaged, defective or incorrect product, an approved full refund will include the product price and standard outbound shipping charged for that product.

Gift-card refunds and store credit will only be used when originally paid that way, accepted by the customer, or otherwise permitted by law.

13. Exchanges

RJaymes does not guarantee direct exchanges because inventory and fulfillment locations may change.

When an exchange is approved, we may:

• Replace the product directly;

• Issue store credit; or

• Refund the original eligible product so the customer can place a new order.

Price differences, shipping costs and product availability may apply to a replacement order.

14. Order Cancellations and Changes

Contact support@rjaymes.com as soon as possible to request an order cancellation or change.

We will make reasonable efforts to assist, but cancellation or modification is not guaranteed after an order enters processing, production or fulfillment.

Orders generally cannot be canceled or changed after they:

• Have shipped;

• Have been transferred to a fulfillment facility;

• Have entered production;

• Have been personalized or printed;

• Have had a shipping label generated and fulfillment completed; or

• Are otherwise no longer recoverable from the supplier or carrier.

If cancellation is no longer possible, the customer may request a return after delivery if the product is eligible under this policy.

RJaymes may cancel and refund an order because of:

• Inventory errors;

• Pricing or listing errors;

• Suspected fraud;

• Payment-verification failure;

• Shipping restrictions;

• Product discontinuation;

• Supplier inability to fulfill the order; or

• Legal or safety concerns.

15. Shipping Delays and Unavailable Products

Estimated processing and delivery times are estimates unless expressly stated as guaranteed.

If RJaymes learns that an order cannot ship within the timeframe represented at purchase, we may contact the customer with a revised shipping estimate and request consent to the delay.

When required, the customer may cancel the unshipped order and receive a full refund rather than accept the delay.

RJaymes may ship a multi-item order in separate packages. A partial shipment does not mean the remaining items are lost or canceled.

16. Lost Packages

A package may be considered lost when:

• The carrier confirms that it is lost;

• Tracking shows no meaningful movement for a reasonable period;

• The package exceeds the expected delivery period by a substantial amount; or

• A carrier investigation supports a loss determination.

Customers should report a suspected lost package promptly to support@rjaymes.com.

RJaymes may ask the customer to:

• Confirm the shipping address;

• Check the property, mailbox and surrounding delivery areas;

• Ask household members or neighbors;

• Contact the local carrier facility;

• Complete a carrier affidavit or claim; or

• Provide other reasonable information needed to investigate.

When RJaymes or the carrier confirms that a package was lost before delivery, RJaymes will generally offer a replacement or refund, subject to product availability and applicable law.

17. Packages Marked Delivered but Not Received

A carrier’s delivered scan is evidence of delivery but does not prevent RJaymes from reviewing a credible report of nonreceipt.

Customers should:

1. Confirm that the order address is correct;

2. Check the mailbox, porch, garage, side doors and other delivery locations;

3. Ask household members, property staff and nearby neighbors;

4. Allow up to two business days for a prematurely scanned package to appear; and

5. Contact the carrier to request delivery details or open a claim.

RJaymes may request a carrier claim number, written statement, identity verification or police report when theft or repeated nonreceipt is suspected.

The available resolution will depend on the investigation, carrier findings, order history, delivery evidence and applicable law. RJaymes does not guarantee automatic replacement of every package that has credible proof of correct-address delivery.

18. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address before submitting an order.

Contact support@rjaymes.com immediately if an address correction is needed. RJaymes cannot guarantee that an address can be changed after fulfillment begins.

When an incorrect customer-provided address causes a package to be delayed, misdelivered, returned, abandoned or destroyed:

• Additional shipping and handling charges may apply;

• Original shipping charges are not refundable after shipment;

• A refund may be delayed until the product is physically returned and inspected;

• Nonrecoverable product and shipping costs may be deducted where permitted by law; and

• Custom, personalized, perishable, opened or nonreturnable products may not qualify for a refund.

RJaymes is responsible for correcting an address error caused by RJaymes or its fulfillment provider.

19. Returned-to-Sender and Refused Packages

If a package is returned because of an address problem, failure to collect the package, refusal of delivery or another customer-controlled issue, RJaymes will contact the customer when practical.

The customer may be offered:

• Reshipment after paying applicable shipping and handling costs; or

• A refund of the eligible product price after the product is received and inspected, less nonrefundable costs permitted under this policy.

Packages refused because they are visibly damaged should be documented with the carrier and reported to RJaymes immediately.

Refusing a package is not a substitute for obtaining return authorization and may result in additional carrier, freight or processing charges.

20. Manufacturer Warranties

Some products may include a manufacturer’s limited warranty. Warranty coverage, duration and remedies vary by product and manufacturer.

Unless RJaymes expressly provides a separate written warranty, RJaymes does not independently extend or enlarge the manufacturer’s warranty.

After the 30-day return period, a product defect may need to be handled through the applicable manufacturer warranty. RJaymes may assist the customer in locating warranty information but cannot guarantee the manufacturer’s decision or processing time.

A manufacturer warranty generally does not cover misuse, accidental damage, improper installation, unauthorized modification, normal wear or consumable components unless the warranty specifically states otherwise.

21. Recalls and Safety Notices

If RJaymes learns that a product is subject to a safety recall, RJaymes may contact affected customers using the information associated with their orders.

Recall remedies are governed by the instructions of the manufacturer, distributor or government agency issuing the recall and may differ from this policy.

Customers should stop using a recalled product and follow the applicable recall instructions.

22. Promotions, Bundles and Free Gifts

When a return causes an order to no longer qualify for a promotion, bundle discount or free gift:

• The customer must return the promotional item or free gift when requested; or

• The stated retail value of the unreturned item may be deducted from the refund where clearly disclosed and permitted by law.

Partial returns from discounted bundles may be refunded based on the adjusted price attributable to the returned product rather than its undiscounted individual price.

23. Suspected Fraud, Abuse and Excessive Returns

RJaymes may deny or limit a return, replacement or refund where there is reasonable evidence of:

• Return fraud;

• Product substitution;

• Altered serial numbers;

• Fabricated damage;

• Repeated false nonreceipt claims;

• Chargeback abuse;

• Use of a product followed by an attempted return;

• Violation of purchase limits; or

• Other material abuse of this policy.

Any decision will remain subject to applicable law and payment-network requirements.

24. Chargebacks and Payment Disputes

Customers are encouraged to contact support@rjaymes.com before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

Nothing in this section waives a customer’s legal rights or rights under their card issuer’s rules.

RJaymes may provide the payment processor with relevant order records, communications, tracking information, delivery evidence and policy acceptance when responding to a chargeback.

25. International Orders

Unless a product page or checkout expressly offers international shipping, RJaymes currently ships only to supported destinations displayed during checkout.

For accepted international orders:

• The customer is responsible for customs duties, import taxes, brokerage fees and other government charges unless checkout expressly states otherwise;

• Customs processing may delay delivery;

• A package rejected because the customer did not pay applicable import charges may be treated as a refused shipment;

• Certain products may not be returnable across international borders; and

• Refunds may exclude duties or taxes collected by foreign authorities.

International customers are responsible for determining whether a product may lawfully be imported into their destination.

26. State and Federal Consumer Rights

This policy does not limit any nonwaivable rights provided by applicable federal, state or local law.

Where this policy conflicts with a legal requirement that cannot be waived, the applicable legal requirement will control.

27. Contact Information

Questions, return requests and order concerns should be sent to:

RJaymes Customer Support
Email: support@rjaymes.com
Website: www.rjaymes.com

Please include your order number in all order-related communications.