Returns and Exchange Policy

Effective Date: October 7, 2026

At Jacket Prime, operated by Sam Ali Group LLC, we are committed to offering high-quality jackets, reliable customer service, and a transparent shopping experience. Customer satisfaction is important to us, and we want you to shop with confidence.

If you are not completely satisfied with your purchase, we offer a straightforward return, refund, and exchange process under the terms outlined below.

1. Return Window

We offer a 30-day return and exchange policy.
Customers may request a return or exchange within 30 days of receiving their order.
We accept returns for both defective and non-defective products, subject to the eligibility conditions described in this policy.
Return requests submitted after 30 days may not qualify for standard returns or exchanges, except where otherwise required by applicable law.

2. Eligibility for Returns and Exchanges

To qualify for a standard return or exchange, the following conditions must be met:

Items must be unused, unworn, and in their original condition, except for trying them on.
Items must be returned in their original packaging.
All original tags, accessories, and included items must be present.
Proof of purchase or an order confirmation is required.
Return or exchange requests must be submitted within 30 days of delivery.

Items that have been worn, washed, altered, or damaged by the customer after delivery are not eligible for standard change-of-mind returns.

Defective, damaged, or incorrect products will be reviewed separately.

3. Return Shipping Costs

At Jacket Prime, we believe in maintaining a clear and transparent return process.

Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, please contact our customer support team at [email protected] with your order number and clear photographs showing the issue.
Once the issue has been verified and the return approved, Jacket Prime will cover the return shipping costs.
We will provide a prepaid return shipping label or other prepaid return instructions when a return is required.
Customers will not be charged return shipping fees for verified defective, damaged, or incorrect items.

Customer Remorse (Change of Mind)

If you wish to return an item due to a change of mind, personal preference, or ordering the wrong size or color, you are responsible for arranging return shipping and covering all applicable return shipping costs.
Return shipping costs depend on the shipping carrier, package weight, and return destination.
Original shipping charges are non-refundable for change-of-mind returns, except where otherwise required by applicable law.

4. Restocking Fees

We believe in providing a fair and transparent return experience.

Jacket Prime does not charge any restocking fees for eligible returns or exchanges.

Restocking Fee: $0

5. How to Start a Return

Step 1 — Contact Us

Email our customer support team at [email protected] within 30 days of receiving your order.

Please include the following information:

Order number
Reason for return or exchange
Clear photographs if the item is defective, damaged, or incorrect

Step 2 — Return Approval and Instructions

Our customer support team will review your request and aim to respond within 1 business day.
Once your return request is approved, you will receive return authorization and detailed shipping instructions.
Please do not ship any item without receiving return instructions from our support team.

Step 3 — Ship the Item

Pack the item securely in its original packaging, including all tags and accessories.
Ship the item to the designated return address provided in your return authorization.
For change-of-mind returns, customers are responsible for return shipping costs.
For verified defective, damaged, or incorrect items, Jacket Prime will cover the applicable return shipping costs.
We recommend using a tracked shipping service and keeping your shipping receipt until the return process is completed.

6. Return Address

Return Method: By Mail
Return Destination: 3522 Broadknoll Ln, Sugar Land, Texas, 77498, USA
Customers must contact [email protected] before returning an item to receive return authorization and the applicable shipping instructions.
Business Address: 3522 Broadknoll Ln, Sugar Land, Texas, 77498, USA
Eligible returns must be sent to the return address provided in your approved return instructions:
Jacket Prime
Sam Ali Group LLC
3522 Broadknoll Ln
Sugar Land, TX 77498
United States
Please contact customer support to obtain return authorization before shipping your item.
We do not charge any restocking fees ($0) for processing your return.

7. Refunds

Once your returned item has been received and inspected, our team will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used at checkout.

Refund Processing Time

Refunds are typically processed within 7 business days after the returned item has been received, inspected, and approved.
After the refund has been issued, your bank or payment provider may take an additional 7 to 10 business days to reflect the amount in your account.
For change-of-mind returns, original shipping charges are non-refundable, except where otherwise required by applicable law.
For verified defective, damaged, or incorrect items, eligible refunds will include applicable original shipping charges.

8. Exchanges

We accept exchange requests within 30 days of delivery for eligible products.
To request an exchange, contact [email protected] with your order number and exchange details.
For exchanges requested due to size, color, or personal preference, customers are responsible for the applicable return shipping costs.
Once the exchange is approved and the returned item has been received and inspected, the eligible replacement will be shipped via Standard Shipping at no additional shipping charge.
For verified defective, damaged, or incorrect items, Jacket Prime covers applicable return and replacement shipping costs.

9. Order Cancellations and Modifications

Customers may request an order cancellation or modification at any time before shipment, subject to the order’s processing status.
Cancellation and modification requests are not automatically approved and must be confirmed by our customer support team.
Once an order has been dispatched, it cannot be canceled. However, customers may request an eligible return or exchange after receiving their order.
To request a cancellation or modification, contact [email protected] as soon as possible.
For more information, please review our Order Cancellation Policy.

10. Damaged, Defective, or Incorrect Products

We take product quality and order accuracy seriously.
If your item arrives damaged, defective, or incorrect, please contact our customer support team as soon as possible.
We encourage customers to report these issues within 7 days of delivery to help us resolve them promptly.
However, eligible return requests may still be submitted within the standard 30-day return window.
Please provide your order number and clear photographs showing the issue.
After reviewing your request, we will arrange an appropriate resolution, which may include a replacement, exchange, or refund.
Jacket Prime will cover applicable return shipping costs for verified defective, damaged, or incorrect items.
This policy does not limit any additional rights provided under applicable consumer protection laws.

11. Non-Returnable Items

The following items are not eligible for standard change-of-mind returns or exchanges:

Personalized or custom-made products
Final sale items clearly marked as non-returnable before purchase
Items that have been worn, washed, altered, or damaged by the customer after delivery

These exclusions do not affect applicable legal rights relating to defective, damaged, or incorrectly supplied products.

12. Orders Not Received

If your order has not arrived within the estimated delivery timeframe, please check your tracking information first.
If the tracking information does not resolve the issue, contact our customer support team at [email protected] with your order number.
Our team will investigate the shipment status and assist you with the next steps.
If an order is confirmed lost in transit or cannot be delivered, we will arrange an appropriate resolution, such as a replacement or refund, in accordance with applicable consumer protection laws.

13. Contact Us

If you have any questions regarding returns, refunds, exchanges, cancellations, or your order, please contact our customer support team.

Brand Name: Jacket Prime
Operated By: Sam Ali Group LLC
Business Address: 3522 Broadknoll Ln, Sugar Land, Texas, 77498, USA
Business Email: [email protected]
Business Phone: +1 (469) 935-1805
Customer Support Hours: Monday–Friday, 8:30 AM–5:30 PM Central Time (CT), Saturday–Sunday: Closed.
Website: https://jacketprime.com/