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Returns and Exchange Policy

Effective Date: October 7, 2026

At Jacket Prime, customer satisfaction is our top priority. This policy explains our return, exchange, and refund process for orders placed on jacketprime.com and shipped within the United States.

1. 30-Day Return Window

We accept eligible returns and exchanges within 30 days of delivery.

To qualify for a return or exchange, products must be:

  • New, unused, and unworn
  • Unwashed and unaltered
  • In their original condition
  • Free from stains, odors, perfume, smoke, pet hair, or damage
  • Returned with original tags and packaging where reasonably possible

Returns or exchanges requested after 30 days of delivery will not be accepted.

2. Return Process

All returns are accepted by mail only.

To request a return or exchange, email [email protected] with:

  • Your order number
  • The item you want to return or exchange
  • The reason for the return or exchange

Our support team will normally respond within 1 business day with return instructions.

Please do not send an item back before receiving approval and return instructions from us.

3. Return Shipping

  • For voluntary returns or exchanges due to size, fit, color preference, or change of mind, the customer is responsible for return shipping costs and return labels.
  • For items that arrive damaged during shipping or are incorrect, Jacket Prime will cover reasonable return shipping costs when the issue is confirmed and a return is required.
  • We recommend using a trackable shipping service and keeping your shipping receipt.

4. No Restocking Fee

Jacket Prime does not charge a restocking fee.

5. Exchanges

We accept exchanges for a different size or color, subject to availability.

Once the returned item is received and approved, the replacement will normally ship within 1–3 business days using Standard Shipping at no additional shipping charge.

  • If the replacement costs less than the original item, we will refund the difference.
  • If the replacement costs more, you must pay the difference before shipment.
  • If the requested replacement is unavailable, we will issue a refund for the eligible returned item.

Customers are responsible for return shipping costs for exchanges requested due to size, fit, color preference, or change of mind.

6. Refund Processing

  • Refunds are issued to the original payment method.
  • Approved refunds are processed within 7 business days after the returned item is received and inspected.
  • Original shipping charges, if any, are non-refundable for voluntary returns.
  • The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Standard Shipping is free, so there is no Standard Shipping charge to refund. Express Shipping fees are non-refundable for voluntary returns due to size, fit, color preference, or change of mind.

7. Damaged or Incorrect Items

  • If your order arrives damaged during shipping or you receive an item different from what you ordered, contact [email protected] within 7 days of delivery.
  • Please include your order number and clear photos of the item and packaging.
  • After reviewing the information, we will determine the appropriate resolution. If the issue is confirmed and a return is required, Jacket Prime will cover reasonable return shipping costs.
  • Defective products are not eligible for return or exchange under this policy.

8. Items We Cannot Accept

We do not accept returns or exchanges for:

  • Worn or used items
  • Washed or altered items
  • Items damaged after delivery due to customer use or handling
  • Items with stains, odors, perfume, smoke, or pet hair
  • Items returned without prior approval
  • Items returned after the 30-day return window
  • Defective products

9. Lost, Refused, or Undeliverable Packages

  • If tracking shows that your package was delivered but you have not received it, or your package appears to be lost in transit, please contact us. We will work with the carrier to investigate the issue and determine an appropriate resolution.
  • If a package is refused or returned because of an incorrect or incomplete address provided by the customer, any Express Shipping fee already paid is non-refundable.
  • If you request reshipment because of an incorrect or incomplete address provided by you, applicable reshipping costs are your responsibility.

10. Order Cancellations

  • If you want to cancel an order that has not yet shipped, please refer to our Order Cancellation Policy for the applicable terms and instructions.
  • Once an order has shipped, cancellation may no longer be possible.

11. Contact Us

If you have questions about this Returns & Exchange Policy​, please contact us:

  • Brand Name: Jacket Prime
  • Operated by: Sam Ali Group LLC
  • Business Address: 3522 Broadknoll Ln, Sugar Land, TX 77498, USA
  • Email: [email protected]
  • Phone: +1 (469) 935-1805
  • Support Hours: Monday to Friday, 8:30 AM to 5:30 PM Central Time