Refund policy
This policy covers returns, exchanges, and refunds for orders shipped by JENNA GEIBEL ER INC under the Still Jenna shop. It should be read with the Shipping Policy. Delivery date means the date USPS marks the package delivered.
How long you have
You may return an item within 50 days after you receive it. The 50 days start on the delivery date on the tracking record, not on the order date and not on the day you open the box.
Example: if USPS scans “delivered” on March 1, the last day to request the return is April 20.
What we take back
We take back items you simply do not want (buyer’s remorse) and items that arrived damaged, incomplete, or different from the listing.
For a change-of-mind return the stem or pot must be unused, in the same condition we sent it, with tags and any inner wrap still on. Do not put water in a pot, cut a stem, wire it into foam, or hang it outdoors and then send it back.
A defect or a wrong color/wrong item does not have to be “like new.” Photograph it before you pack it.
What we will not take back
Items marked Clearance, Final Sale, or Closeout on the product page.
Items returned after the 50-day window.
Items that were cut, painted, glued, used in an event, or returned missing pieces.
Gift cards.
Custom work we agreed to in writing, if we ever offer it.
How to start a return or an exchange
Email info@stilljenna.shop. Use the subject line “Return — order #” or “Exchange — order #.” You can also write through the contact form on stilljenna.shop or from the order screen in your account.
Tell us the order number, the stem or pot, the color, and whether you want a refund or a swap to another color or item. We reply with a prepaid USPS return label. Do not ship anything back until you have that label. Unsolicited packages to 114 S Main St are easy to miss and we are not responsible for them.
We do offer exchanges. Stock allowing, we send the replacement after we inspect the piece you sent back. If the original item was defective or we shipped the wrong color, we can ship the replacement first and still include a prepaid label for the mistake.
Who pays to send it back
Change of mind: you pay the return postage. We still send a prepaid label so the box comes back on our account. We deduct that postage from your refund. There is no restocking fee and no other handling fee. If you refuse the prepaid label and buy your own postage, we refund the merchandise only. We do not add extra fees on top.
Our error or a defective item: we pay the return postage. The prepaid label is on us. If you already paid a post office because you did not wait for the label, send the receipt and we refund that postage at the amount you actually paid.
When the money comes back
When the box reaches us we inspect it. If the return is accepted we issue the refund within 5 business days of that inspection.
The refund goes to the original payment method — the card or PayPal account that paid the order. We do not issue store credit in place of that refund unless you ask for it in writing.
We do not take a restocking fee. Shipping you paid on the outbound order is refunded only when the return is for a defect or a shipping error. On a change-of-mind return, outbound shipping stays with us as the cost of the first trip.
Card refunds can take several extra days to show on a statement after we release them. That delay is the bank, not a second hold on our side.
If the return box disappears or arrives wrecked
Keep the drop-off receipt and any photos of how you packed it. Email those to info@stilljenna.shop. We open a USPS inquiry with you. We do not refund a change-of-mind return that never shows up unless tracking proves we received it or USPS pays the claim. Defect returns are handled case by case from the photos you sent before the box left your house.
Partial returns
You can return one stem out of a multi-item order. We refund that line, minus return postage if the return is a change of mind. The rest of the order stays yours.
Contact for returns
Email: info@stilljenna.shop
Phone: +1 (724) 295-4681
Mail: JENNA GEIBEL ER INC, Still Jenna, 114 S Main St, Butler, PA 16001, United States
Hours: Monday – Friday, 10:00 AM – 6:00 PM (EST)