By placing an order, the buyer acknowledges and agrees to the return and cancellation policies outlined below.
Order Cancellations
If you need to cancel an order, please contact janine@janinekrantz.com as soon as possible.
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Orders may only be canceled before they have shipped.
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Once an order has shipped, it cannot be canceled and must follow the return policy outlined below.
Approved order cancellations are refunded minus payment processing fees. Payment processing fees are non-refundable and will be deducted from any cancellation refund. These fees typically range from 2.9%–6.9%, depending on the payment method used.
Return Window
Because most pieces are one-of-a-kind studio work or produced in very small batches, return requests must be initiated promptly.
If you wish to request a return, you must contact janine@janinekrantz.com within 3 days of delivery to initiate the return process. Approved returns must be shipped back within the 7-day return window.
Requests made after 7 days from confirmed delivery cannot be accepted.
Return Eligibility
To qualify for a return:
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The item must be unused, in original condition, and in original packaging.
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Proof of purchase or order confirmation is required.
Non-Returnable Items
The following are not eligible for return:
Refunds
Once your return is received and inspected, you will be notified by email regarding approval or rejection.
If approved:
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Refunds are issued to the original payment method.
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Refund processing typically occurs within a few business days, depending on your financial institution.
Refunds are issued less:
Please note that payment processors do not refund transaction fees when orders are canceled or refunded. Processing fees typically range between 2.9%–5.9%, depending on payment method.
Partial Refunds or Return Rejection
Partial refunds or return rejection may apply if:
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Items are returned damaged or not in original condition
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Parts are missing for reasons not due to seller error
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Items are returned more than 15 days after delivery
Items returned in unsellable condition may not qualify for a refund.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your credit card company.
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Contact your bank.
If you have completed the above and still have not received your refund, please contact janinekrantz@janinekrantz.com.
Exchanges
Most pieces are one-of-a-kind, so direct exchanges are usually not possible.
If you would like to exchange for another item, please email janine@janinekrantz.com before returning your piece so options can be discussed.
Gifts
If the item was marked as a gift and shipped directly to you, a gift credit will be issued once the return is received.
If the item was not marked as a gift, or was shipped to the purchaser first, the refund will be issued to the original buyer.
Return Shipping
Return packages should be mailed to:
PO Box 6272
Freehold, NJ 07728
United States
For returns valued over $75, using a trackable shipping service and insurance is strongly recommended. Receipt of returned items cannot be guaranteed without tracking.
