Return & Refund Policy

Last Updated: July 2026

At JLHGEXPRESS LLC, we stand behind the quality and authenticity of every product we distribute. Whether you are an individual retail shopper or a commercial wholesale partner, we want you to be completely satisfied with your experience. We source our inventory from authorized manufacturers, distributors, and reputable suppliers, ensuring 100% genuine products.

Please review our return and refund guidelines below, which outline the procedures for both our retail customers and wholesale business partners.

1. Retail Customer Return Policy

For individual retail purchases made directly through our online store, we offer a straightforward and transparent return process:

30-Day Return Window: You have 30 days from the date of delivery to request a return or exchange.
Condition of Items: To be eligible for a return, the item must be unused, unworn, and in the exact same condition that you received it. It must also be in its original, sealed packaging with all tags, labels, and safety seals intact.
Non-Returnable Items: For health, safety, and hygiene reasons, certain product categories cannot be returned once opened or dispatched. These include:
- Personal care, health, and beauty products (e.g., serums, eye drops, creams, lotions, and intimate care items).
- Grocery, food, and perishable items.
- Gift cards and downloadable software products.
Proof of Purchase: A receipt, order number, or valid proof of purchase is required to complete any return.

2. Wholesale & B2B Partner Return Policy

Due to the nature of bulk purchasing, palletized freight, and business-to-business (B2B) distribution, wholesale returns are handled under separate guidelines:

All Bulk Sales are Final: Standard wholesale and bulk orders are non-returnable due to overstocking, buyer’s remorse, or changes in market demand.
Damaged or Incorrect Shipments: We strictly accept wholesale returns or issue credits only in the event of shipping errors on our part (e.g., wrong item or incorrect quantity received) or goods damaged during transit.
Inspection & Notification Period: Wholesale partners and fulfillment centers (including Amazon FBA prep facilities) must inspect all cases and pallets immediately upon delivery. Any discrepancies, damages, or shortages must be reported to your dedicated account manager within 48 hours of delivery, accompanied by clear photographic or video evidence and the delivery Bill of Lading (BOL).

3. How to Initiate a Return

To start a return, please do not send your items back to our distribution facility without prior authorization. Follow these simple steps:

Contact Us: Email our support team at contact@jlhgexpressstore.com with your Order Number, the item(s) you wish to return, and the reason for the return. For damaged items, please attach clear photos of the product and the exterior packaging.
Receive Your RMA: If your return request is approved, we will issue a Return Merchandise Authorization (RMA) number along with detailed instructions on how and where to ship your package.
Ship the Item: Pack the item securely to prevent damage in transit. Clearly write the RMA number on the outside of the shipping box.

Please Note: Items sent back to us without first requesting an RMA will not be accepted or processed for a refund.

4. Return Shipping Costs

Our Responsibility: If the return is due to our error—such as a defective product, damaged item, or incorrect item sent—we will provide a prepaid return shipping label at no cost to you.
Customer Responsibility: For all other discretionary retail returns (e.g., ordered by mistake, no longer needed), the customer is responsible for paying the return shipping costs. Shipping fees from the original order are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance for higher-value items.

5. Refund Processing & Restocking Fees

Once your return is received and physically inspected at our Houston warehouse, we will send you an email notification confirming receipt and advising you of the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (e.g., Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, etc.) within 5 to 7 business days.
Restocking Fee: For discretionary retail returns that are not due to our error, a standard 15% restocking fee may be deducted from the total refund amount to cover warehouse inspection, repacking, and handling costs.
Late or Missing Refunds: If you haven’t received a refund within the expected timeframe, please first check your bank account again, then contact your credit card company or bank, as processing times can vary before a credit is officially posted. If you have done all of this and still have not received your refund, please contact us.

6. Exchanges & Replacements

We only replace items if they are defective, damaged upon arrival, or if an incorrect item was shipped. If you need to exchange a damaged item for the exact same product, please email us at contact@jlhgexpressstore.com within the applicable notification window.