Refund policy

Refund Policy

JEAN FACTORY, 333 East Ridge Road, Rochester, NY 14621, United States. Questions: support@jeanfactoryrochester.com or (585) 254-7080.

1. Return window

You have 30 days from the day your order is delivered to request a return.

After 30 days we can no longer accept the item back for a refund. The window runs from delivery, not from the order date, so a slow delivery does not eat into it.

2. Condition of returned items

Items must come back unworn, unwashed and in the condition they arrived in, with any tags still attached.

Denim that has been worn outside, altered, hemmed or laundered cannot be returned. We inspect every return on arrival and will contact you before doing anything if the condition is in question.

3. How to start a return

Email support@jeanfactoryrochester.com with your order number and say what you are sending back and why.

We reply within 3 business days with confirmation. Do not post anything back before you have that confirmation, because unannounced parcels cannot be matched to an order.

4. Return address

Send approved returns to JEAN FACTORY, 333 East Ridge Road, Rochester, NY 14621, United States.

You can also bring the item to that address during opening hours instead of posting it. Use a tracked service if you post it — until the parcel reaches us it is your proof that it was sent.

5. Who pays return shipping

You pay return shipping, except where the error is ours.

If we sent the wrong item, or the item arrived faulty or damaged, we cover the return cost and you are not out of pocket. There is no restocking fee in either case.

6. Refunds

Approved refunds go back to the original payment method within 5 to 10 business days of the return arriving.

We refund the price paid for the item. The original shipping charge is refunded only where the error was ours. How quickly the money appears after we issue it is set by your bank or card issuer, not by us.

7. Exchanges

Return the item you have and place a new order for the one you want.

That is faster than a held exchange, because the size you need stays available to you rather than waiting in a queue. The refund for the return is issued once it arrives.

8. Faulty or incorrect items

Email support@jeanfactoryrochester.com with your order number and a photograph of the problem. We reply within 3 business days and cover return shipping, a replacement or a full refund as you prefer.