This policy is part of the JAWD Terms of Service between you and Upsurge Labs LLP and uses the same wording as the Cancellations, returns & refunds section of those terms.
Cancellations
Contact jawd@upsurge.io as soon as possible if you need to cancel. We may be able to cancel before fulfilment begins, but cannot promise cancellation after an order enters packing or ships.
Opened products
Because JAWD is intended for oral use, an opened, used, or hygiene seal-broken product is not eligible for a change-of-mind return. This hygiene rule does not remove any right you may have under applicable law for a product that is defective, damaged, unsafe, not as described, or incorrectly supplied.
Unopened and sealed products may be considered under the return policy presented at Shopify checkout or on your order page.
Damaged, defective or wrong items
To report a damaged, defective, incomplete, or wrong item, email jawd@upsurge.io within 7 days of delivery with your order number and photographs. We arrange return pickup at our cost and send a replacement, or a full refund if the replacement is out of stock. There is no restocking fee. Do not send a product back until we provide return instructions. This reporting window does not limit your rights under applicable consumer law.
Refunds
Approved refunds are initiated through Shopify to the original payment route unless applicable law requires another method. The time for the amount to appear can depend on the payment provider and your bank. We will provide status information reasonably available to us.
Contact
Email jawd@upsurge.io with your order number.