Returns, refunds & disputes

The return window

You have 30 days from the delivery date to start a return on any unworn piece with its tags still attached. The clock runs from the day the carrier records delivery, not from the day you ordered.

Start the return within 30 days and you have a further 14 days to get the parcel into the post. We do not need a reason and we will not ask you for one.

How to return something

1. Email support@jbmapparel.shop with your order reference and which pieces are coming back, or use the contact form and pick “a return or refund”.
2. We reply within one business day with a return authorisation, the correct return address and — for United States orders — a prepaid label.
3. Pack the pieces with their tags attached and drop the parcel off.
4. We inspect and process refunds within 3 business days of the parcel arriving, and email you when it is done.

Do not send anything back without a return authorisation. Parcels that arrive unannounced take much longer to match to an order, and we cannot refund what we cannot identify.

Hygiene exception — sealed items

Sports bras, briefs and socks cannot be returned once the sealed hygiene bag has been opened. This applies to the Sports Bra Level 1, Level 3 and Level 4, the Long-Line Bra Top, the Seamless Brief 3-Pack, the Studio Sock 2-Pair, and the Full Week Training Set, which contains briefs.

This is a hygiene rule on intimate apparel, not a way of discouraging returns. It is stated on each of those product pages, again in your cart, and again at checkout where you have to tick a box confirming you have read it before you can continue.

If the bag is unopened and the piece is unworn, these items return like anything else within 30 days. If a sealed item arrives faulty or is not what you ordered, the hygiene exception does not apply — see faulty or not as described.

Not sure about size before you open it? Send us your measurements through fit help and we will tell you which size to keep, or check the size guide, which lists the flat measurement of every size.

Condition we accept

• Unworn, unwashed, with all original tags attached.
• Trying a piece on indoors is fine and expected. Wearing it to train in is not — sweat, deodorant marks, pet hair and scent all make a piece unsaleable.
• Sealed hygiene items must have an unbroken seal.
• Kits and sets come back complete. We do not accept part of a set.

If something arrives back outside these conditions we will contact you with photographs before doing anything, and we will send it back to you at our cost if you want it. We will not quietly keep it or deduct an unexplained fee.

Refunds — amount and timing

• What you get back: the full price you paid for the returned pieces, including any sales tax charged on them.
• Return postage: free inside the United States — we send the label. See international returns for everywhere else.
• Original outbound shipping: refunded in full if you return the whole order within the window, or if the return is our fault. Not refunded if you keep part of the order.
• When: processed within 3 business days of the parcel reaching us. Your bank then takes its own time, usually 3 to 10 business days, to show it.
• Where: to the original payment method. We cannot refund to a different card or account.

We do not charge restocking fees. We do not issue store credit instead of a refund unless you specifically ask for it.

Exchanges

We do not process exchanges as a single transaction, because it holds your money while stock moves in two directions. Return the piece for a refund and place a new order for the size or colour you want. If the size you need is low on stock, tell us when you start the return and we will hold one for you for 14 days.

Cancelling an order

There is no subscription, membership or recurring charge on this site to cancel — everything here is a one-time purchase.

• Before dispatch: email or call us and we will cancel and refund in full. We can almost always do this within two hours of the order, and often longer.
• After dispatch: the order cannot be cancelled, but you can refuse delivery or return it under the 30-day window above.
• If we are late: if we cannot ship within 30 days of your order we will contact you before that deadline with a revised date, and you can cancel for a full refund. Details in the shipping and delivery policy.

Faulty or not as described

If a piece arrives faulty, is not what you ordered, or does not match the measured fields published on its product page, contact us within 30 days with a photo. We will replace it or refund it in full including all shipping, at your choice, and we cover the return postage wherever you are. The hygiene exception does not apply to a faulty item.

Beyond 30 days, if a seam fails or a fabric pills far outside the grade we published, write to us. We look at manufacturing faults for 12 months from delivery. Normal wear, damage from washing against the care instructions, and general fade over time are not manufacturing faults.

International returns

Outside the United States you arrange and pay for the return shipping, and we recommend a tracked service — until the parcel reaches us it is your risk. We refund the goods and any sales tax we charged. Import duties or taxes you paid on the way in are refunded by your customs authority, not by us; keep your paperwork and claim from them directly.

Faulty items are the exception: we pay for the return whatever the destination.

Disputes and chargebacks

If something has gone wrong with an order, contact us first at support@jbmapparel.shop or +1 818 731 8640. We aim to answer within one business day and to resolve any order problem within five. Almost everything can be settled faster this way than through a bank.

How we handle a complaint:

1. You tell us the problem and your order reference.
2. We acknowledge within one business day and tell you what we need — usually a photo or the tracking number.
3. We give you a decision, and the reason for it, within five business days.
4. If you disagree, ask for it to be reviewed. A second person looks at it and replies within a further five business days. That reply is our final position.

If you raise a chargeback with your card issuer, we will supply the issuer with the order record, the delivery tracking, and the disclosures you confirmed at checkout. Raising a chargeback does not stop us from continuing to try to sort the problem out directly, and it does not affect your rights under this policy.

This policy sits alongside your statutory rights under the law of the Florida, USA and applicable United States federal consumer protection law. Nothing here removes a right you have by statute.