I received a poor quality product. What should I do?
If you receive a poor quality, defective or damaged product, we will do our best to handle it. But be sure to contact the sitijannah.com support team as soon as possible.
How to do it?
On the website:
Follow my order.
Select the order you are having problems with.
Click on the sitijannah.com support team button on the right.
Describe the problem and attach photos/videos.
On Android:
Go to your profile by clicking on the icon in the lower right corner.
Select My Orders.
Select the order you want to report.
Scroll down and tap Product Issues.
Tap the chat icon in the lower right corner.
Describe the problem and attach photos/videos.
On iOS:
Go to your profile by clicking on the icon in the lower right corner.
Select My Orders.
Select the order you want to report.
Scroll down and tap Issues with my order.
Tap the chat icon in the upper right corner.
State your order ID, describe the problem, and attach photos to highlight it.
Please note:
•Quality complaints are only accepted within 30 days from the date of delivery of your product
•Quality guarantee does not apply to the effects of cosmetics
•Defects or malfunctions of personal products (such as toothbrushes, adult products, etc.) during use due to unconfirmed actual reasons, not related to improper maintenance or failure to follow the operating instructions, are not covered by the quality guarantee
•Our support team may ask for a photo of the packaging when the product arrived. Be sure to keep it
•You may also be asked to provide additional photos/videos to resolve the issue in your favor
Will my refund request be rejected?
Yes, in case:
•More than 30 days have passed since the product was received
•Product characteristics/overall quality match the description
•The photos/videos you provided are inconclusive, edited or the pictures are different from the product
•You did not provide any evidence
•You handled/destroyed the item without authorization from the support team
•Additional processing (cleaning, repairing) of the product was performed without authorization from the technical support team
When and how do I get my money back?
Your refund will be credited to your card/account within 14 days of the refund.
My package arrived incomplete or I received the wrong product.
Occasionally, sellers may mistakenly package different items, wrong colors or sizes. If this happens to you, please contact sitijannah.com support. We will definitely find a solution!
Android: Tap the chat icon in the upper right corner.
On iOS:
Tap the icon in the lower right corner to enter your profile.
Select Support Team Chat.
Tap the chat icon in the upper right corner.
Don’t forget to write the order number, highlight the stamp and attach a photo of the received mail and the parcel/label.
Note: Quality claims can only be accepted within 30 days of receiving the product. Our support agents may ask you to provide additional information such as photos and/or videos, as well as specify photo/video requirements. In some cases, you may be asked to destroy the item or donate it to a charity of your choice, both with video/photo confirmation. Please do not discard the item until the issue is resolved.
Will my refund request be rejected?
If:
- It has been more than 30 days since the product was delivered
- You made a mistake when placing the order and chose the wrong color or size
- The photo/video proof is uncertain or of poor quality
- The images provided as proof were altered, retouched or otherwise falsified
When can I get my money back?
Once the order status has been changed to Refunded, the money will be returned to the original payment source within 14 days.
How do I return an item?
If the item is not defective/as described, but you just don’t like it or it doesn’t suit you – you can return it within 14 days of the product being delivered in accordance with your right of withdrawal.
Please note that the product must be in its original, resalable condition and packaging.
To get instructions on how to return an item, you need to contact our support team. If you exercise your right of withdrawal, you will be responsible for any associated shipping costs.
How do I return an item?
On the website:
Go to the My Orders section.
Select the order you wish to send back.
Click on the sitijannah.com Support Team button on the right.
Specify the reason why you want to return the item in the “Describe the problem” field.
Our agent will provide the return address and instructions on how to proceed.
Once the return is confirmed, we will refund the order. The money should be transferred back to your account within the next 7-14 days.
On Android:
Go to your profile by tapping the icon in the lower right corner.
Select My Orders.
Select the order you wish to send back.
Scroll down and tap “Product Issues” to open the live chat.
Specify the reason you want to return the product.
Our agent will provide the return address and instructions on how to proceed.
Once the return is confirmed, we will refund the order. The money should be transferred back to your account within the next 7-14 days.
On iOS:
Go to your profile by tapping the icon in the lower right corner.
Select My Orders.
Select the order you wish to send back.
Scroll down and tap Issues About My Order.
Tap the chat icon in the upper right corner to open the live chat.
Specify the order number and the reason you want to return the product.
Our agent will provide the return address and instructions on how to proceed.
Once the return is confirmed, we will refund the order. The money should be transferred back to your account within the next 7-14 days.
Note: Return costs will not be borne by sitijannah.com or the seller, these costs will be borne by you.
Can my return request be rejected?
Yes, in case:
- It has been more than 14 days since you received the item.
- The product is in a non-resaleable condition.
- You shipped the product to a different address that was not provided by our support team.
- The return package cannot be tracked.
To ensure hygiene and customer safety, we do not accept returns, including but not limited to:
- Underwear, swimwear, bras, bra tops, lingerie, sleepwear, baby products, socks, compression socks and compression pantyhose if the hygiene seal is not intact or any label has been broken.
- Face + Body products if opened, used or the protective seal is not intact.
Where is my refund?
If your order status is “Refunded”, it means that we have successfully refunded the amount paid. The money should be transferred back to your account within 7-14 days.
Why does it take so long?
We tend to think that paying with a credit card is instant, but it is not. When you buy something in a store, your bank blocks the amount in your account and sends you a withdrawal notification, but it can take hours or even days for the seller to receive the actual transfer.
That’s why refunds, which are the same process in reverse, also take time.
But it’s been more than 14 days!
If 14 days have passed and your bank still hasn’t confirmed the refund, be sure to check your bank statement for two weeks from the date of the refund. The statement is a list of all transactions made within a certain time frame. You can get it in your bank application or request it directly from the bank.
If there is no reimbursement in the statement either, attach the latter to your query – the sitijannah.com support agent will need it to double-check everything on our side.
Refunds and claims
Submitting a chargeback (i.e. the cardholder can file a refund request directly through his bank) or disputing the payment through Paypal/Klarna seems to be a simpler solution, but it’s actually not that simple.
It takes quite a while to process a refund. First, there will be a preliminary review of the case, and then there is the possibility that you will be asked to provide additional documents and even visit the bank at some point. So, the resolution is always delayed.
Dealing with chargebacks and disputes costs us money that could be invested in improving our platform. This, in turn, would result in new types of services being offered to you or higher quality services for existing ones.
Therefore, we need your cooperation and recommend that you first contact the sitijannah.com support team if you have any questions or concerns regarding your order. Our support agents do their best to review each case and come up with an appropriate solution as quickly as possible (usually within a day or two).