Return & Refund Policy

Jack Lowry operates as a trading name under BLACKFORGE COMMERCE LTD, a company registered in the United Kingdom.

At Jack Lowry, we want every customer to shop with confidence.

Please read through our Return and Refund Policy carefully before initiating a return request.

Last Updated: Jun 3, 2026

1. Return Window

You may request a return within 90 days after receiving your order, as long as the item satisfies the eligibility requirements listed below.

Return requests made more than 90 days after delivery may not be approved.

2. Return Eligibility

To be eligible for a return, the item must be:

• Unused, unworn, and free from damage
• In the same condition it was received in
• Returned with all original tags, labels, and packaging included
• Authorized by our customer support team before being shipped back
• Supported with proof of purchase, such as an order confirmation or receipt

You may try on products for sizing or fit the same way you would in a physical retail store.

If an item shows signs of wear, washing, use, damage, missing tags, or missing packaging, we may deny the return or reduce the refund amount accordingly.

Returns sent back without prior approval will not be accepted.

 

3. Items That Cannot Be Returned

We are unable to accept returns for:

• Customized or personalized items
• Products damaged due to misuse, neglect, or improper care
• Items with broken or removed hygiene seals, where applicable
• Gift cards
• Final sale or clearance products clearly marked at purchase

For hygiene purposes, some products may not qualify for return once opened, used, or removed from their protective packaging.

If you are uncertain whether your item is eligible for return, please contact us before sending it back.

4. Customer Satisfaction & Change of Mind Returns

We want you to be satisfied with your purchase. If you are unhappy with your order, you may request a return within 90 days of delivery, provided the product meets the eligibility requirements outlined in this policy.

To request assistance, please contact us at FILL IN NEW INFO LINK HERE XXX with your order number and a short explanation of the issue. Our support team will review your request and guide you through the process.

Please note that all returns must first be approved by our customer service team before being sent back. Returns shipped without authorization may not be processed.

5. Return Shipping

For customer satisfaction or change-of-mind returns, customers are responsible for return shipping costs.

If the product arrived damaged, defective, or incorrect, Jack Lowry will cover the return shipping costs once the issue has been approved.

Approved returns must only be shipped to the return address provided directly by our support team and must have prior authorization. Returns sent without authorization or to any other address may not be processed.

Customers are responsible for selecting a reliable shipping provider and retaining proof of shipment. Jack Lowry is not responsible for return packages that are lost, delayed, damaged, rejected, or delivered to the wrong address.

Warehouse address: 1200 Dodson Way, Riverside, CA 92507, USA

6. Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If your item arrives damaged, defective, or incorrect, contact us right away at FILL IN NEW INFO HERE LINK XXX with:

• Your order number
• A brief description of the issue
• Clear images of the product
• Photos of the packaging, if applicable
• After review, we will provide the next steps. If the issue is approved, we may offer a replacement, refund, or another suitable resolution.
  
  If a return is required for an approved issue, Jack Lowry will cover the return shipping cost for damaged, defective, or incorrect products.
  

7. How to Start a Return

To begin a return request, please email us at FILL IN NEW INFO HERE XXX and include the following information:

• Your full name
• Your order number
• The item(s) you wish to return
• The reason for the return
• Your shipping address
• Photos if the item is damaged, defective, or incorrect

Our team will review your request and provide instructions if the return is approved.

We aim to respond to all inquiries within 24 hours on business days.

8. Order Cancellations

Orders can be cancelled within 30 minutes of placing the order.

After this timeframe, your order may already be in processing, and cancellation might no longer be available.

If your order has already been processed or shipped, you may still request a return after delivery in accordance with this policy.

Approved cancellation requests submitted after the 30-minute cancellation window may be subject to a 15% restocking fee to cover payment processing, handling, and operational costs already incurred.

9. Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund approval.

If your refund is approved, the amount will be returned to your original payment method.

Please allow approximately 5–10 business days for your bank or payment provider to complete and post the refund after it has been issued.

The following costs are non-refundable unless otherwise required by applicable law:

• Original shipping charges
• Return shipping expenses
• Optional shipping protection or insured delivery fees

If more than 15 business days have passed since your refund was approved, please contact us at FILL IN NEW INFO HERE LINK XXX.

10. Promotional Discounts and Partial Returns

If your purchase included a promotional offer, bundle discount, multi-buy promotion, or similar deal, your refund amount may be adjusted if part of the order is returned.

Discounts will be recalculated based on the products you keep after the return has been processed.

For example, if returning an item causes the order to no longer qualify for the original promotion, the applicable discount may be removed or adjusted from the refund amount.

Refund amounts are calculated based on the final qualifying order value after returned items are deducted.

11. Store Credit

In certain situations, we may provide store credit instead of a refund.

Store credit is issued at our discretion, is non-refundable, and can only be used toward future purchases made through our store.

12. Failed Delivery, Refused Delivery, or Incorrect Address

Please ensure your shipping details are accurate before placing an order.

If a package is returned to us due to an incomplete or incorrect address, failed delivery, refusal upon delivery, or because it was left unclaimed, we may offer one of the following options once the package has been received and inspected:

• Redelivery, subject to additional shipping charges
• Store credit, at our discretion
• A refund minus any applicable costs, fees, or deductions

13. Policy Updates

Jack Lowry reserves the right to modify or update this policy from time to time.

Any updates will become effective once published on our website.

14. Restocking Fee

A 15% restocking fee applies to all approved returned orders.
This fee covers inspection, inventory handling, and processing.

The same 15% restocking fee applies to:

• Unopened packages

• Parcels refused upon delivery

• Parcels left unclaimed and automatically returned to us

Exceptions:
The restocking fee may be waived only if the item arrived damaged or defective.
Each case is reviewed individually.

15. Exchanges

We currently do not offer exchanges. The quickest way to receive the item you want is to return the original product and place a new order once the return has been approved.

16. Contact Information

If you have any questions, our support team is available to assist you.

Email: FILL IN NEW INFO LINK HERE XXX
Phone: FILL IN NEW INFO LINK HERE XXX

Our support hours are:

Monday to Friday, 9:00 AM - 5:00 PM (Eastern Standard Time)
Saturday and Sunday: Closed

We aim to reply to all inquiries within 24 hours.

Contact us: Here