Return Policy

This is the professional English version of the Return Policy for JNR Stellarc. The language is carefully structured to address the specific hygiene and electronic nuances of the vaping industry while maintaining the authority of an officially authorized store.

Return Policy

At JNR Stellarc (jnrstellarc.com), we stand behind the quality of our JNR products. Due to the nature of vaping products as both personal hygiene items and electronic devices, we have established the following policy to ensure the safety of our customers and the integrity of our inventory.

1. 14-DAY RETURN GUARANTEE (UNOPENED PRODUCTS)

If you change your mind regarding your purchase, we offer a 14-day window to request a return.

  • Return Conditions: To be eligible, the product must be in its original condition—unopened, unused, with all security seals/anti-counterfeit labels intact, and in its original packaging.

  • Hygiene Restriction: For public health and safety reasons, any product that has been opened, had its e-liquid seal broken, or been used cannot be returned for non-quality-related reasons.

  • Shipping Costs: For "change of mind" returns (e.g., ordering the wrong flavor), the customer is responsible for the return shipping costs.

2. DEFECTIVE PRODUCTS & WARRANTY (DOA POLICY)

We understand that electronic devices may occasionally encounter manufacturing issues. If you receive a product that is defective (e.g., Dead on Arrival, failure to fire, or severe leakage):

  • Reporting Window: You must report any "Dead on Arrival" (DOA) issues within 48 hours of receiving your package.

  • Resolution Process: Please send a brief video or photo demonstrating the defect to our support team via email at service@jnrstellarc.com or via WhatsApp. Once the defect is verified, we will arrange a replacement or a full refund.

  • Note: Consumables (such as used coils or disposable devices where the battery has naturally depleted over time) are not covered under warranty unless they are defective upon initial unboxing.

3. REFUND PROCESS

  • Inspection: Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Payment: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your bank's processing time.

4. WHOLESALE & DISTRIBUTOR RETURNS

For our commercial partners and high-volume buyers, after-sales terms are handled specifically:

  • Dedicated Support: Wholesale returns are governed by the specific terms of the purchase agreement.

  • Defect Rate Support: For long-term partners, we provide a localized support structure for defectives. For specific wholesale after-sales solutions, please contact your account manager directly via WhatsApp.

5. NON-RETURNABLE ITEMS

We cannot accept returns or provide refunds in the following instances:

  • Damage caused by improper use, dropping, water damage, or unauthorized disassembly.

  • Subjective personal preferences regarding flavor, coolness, or throat hit (this does not constitute a quality defect).

  • Requests made after the 14-day window for non-defective items.

  • Clearance items or promotional gifts.

6. HOW TO START A RETURN

To initiate a return or claim, please follow these steps:

  1. Contact us at service@jnrstellarc.com or via WhatsApp at +1 8082192836.

  2. Provide your Order Number and a description of the issue (including photos/videos if the item is defective).

  3. Wait for our customer service team to respond within 24 hours (on business days) with further instructions.