Refund policy

By placing an order with JEM's Holistic®, you acknowledge that you have read, understood, and agreed to the policies outlined below, including our Shipping, Return, Refund, Exchange, and Damaged Item Policies.

Return, Refund & Exchange Policy

At JEM's Holistic®, we take great pride in carefully preparing, packaging, and shipping every order. Due to the nature of our products, all sales are final.

Please read the policies below before placing your order.

All Sales Are Final

All orders placed through JEM's Holistic® are considered final.

We do not accept returns, issue refunds, or cancel orders once they have been placed, including but not limited to:

  • Change of mind
  • Ordering the wrong item
  • Shipping delays
  • Carrier delays
  • Backorders
  • Incorrect addresses entered by the customer
  • Packages marked as delivered by the shipping carrier

However, if an error was made on our part, JEM's Holistic® may authorize a return, exchange, replacement, refund, or order cancellation at our sole discretion.

Damaged Items During Shipping

We take great care in packaging every order to help ensure your items arrive safely. Products are securely wrapped, shipped in protective packaging, and fragile products (such as our glass tea jars) are clearly marked before leaving our facility.

Once your package has been transferred to the shipping carrier (USPS or UPS), it is no longer under the control of JEM's Holistic®. Although we do everything possible to minimize the risk of damage, accidents that occur during transit are the responsibility of the shipping carrier.

For this reason:

Items damaged during shipping are not eligible for a refund, return, or replacement through JEM's Holistic®.

Customers must file a damage claim directly with the shipping carrier.

If Your Package Arrives Damaged

Please inspect your package immediately upon delivery.

  1. If damage is discovered:
  2. Determine whether your package was delivered by USPS or UPS.
  3. File a claim directly with the shipping carrier as soon as possible.
  4. Keep all original packaging until your claim has been processed.
  5. Take clear photographs of:
    • The damaged item(s)
    • The interior packaging
    • The exterior shipping box
    • The shipping label
    • Any visible damage to the box
  • These photographs are typically required by the carrier when processing damage claims.

Wrong or Missing Items

We carefully pick, pack, and verify every order before it leaves our facility. However, if you believe you received the wrong item or that something is missing from your shipment, we are happy to correct the mistake.

Please notify us within 5 business days of your package being marked as delivered.

When contacting us, please include:

  • Your order number
  • A clear photo of all items received
  • A photo of the packing slip (if included)
  • A photo of the shipping label on the outside of the package

Before contacting us, please:

  • Compare the contents of your package with your order confirmation email.
  • Check all packing materials to ensure smaller items were not overlooked. 

Once we verify that an error occurred on our part, we will promptly ship the correct item(s) at no additional cost to you.

Whipped Body Butter Policy

Our whipped body butters are made with natural ingredients and may soften or melt during warmer months.

Although we package our products carefully, JEM's Holistic® cannot guarantee that whipped body butters will remain whipped during transit, especially if packages are left in a mailbox, on a porch, or in direct sunlight after delivery.

Customers are responsible for monitoring their tracking information and retrieving their package promptly upon delivery.

Please note:

  • Melted body butters are not eligible for refunds, returns, or exchanges.
  • A melted butter is not defective and remains perfectly safe and effective to use.
  • If desired, you may place the butter in the refrigerator until solid and re-whip it with a hand mixer to restore its fluffy consistency.

Orders containing whipped body butters are placed at the customer's discretion based on seasonal temperatures.

Shipping Responsibility

Once an order has been accepted by USPS, UPS, or another shipping carrier, shipping times and package handling are outside of JEM's Holistic®'s control.

We are not responsible for:

  • Carrier delays
  • Weather delays
  • Lost or stolen packages after delivery
  • Packages marked as delivered by the carrier
  • Damage caused during transit

Customers are encouraged to contact the shipping carrier directly for any delivery-related concerns.

Questions

If you have any questions regarding your order or believe there has been an error on our part, please contact us as soon as possible so we can review your order and assist you.

info@jemsholistic.com