Refund Policy

At The Ella Jacobs, we are committed to providing a positive shopping experience and ensuring that every order meets our standards. Please read our refund policy carefully before placing your order.

1. Our Refund Policy

The Ella Jacobs does not offer monetary refunds for change of mind, incorrect size selection, or other customer-preference reasons.

Where an eligible issue arises with an order, our preferred resolution is an exchange or replacement, subject to the conditions outlined in our Returns & Exchanges Policy.

This means that payments will not ordinarily be returned to customers through Mobile Money (MoMo), bank transfer, or card once an order has been completed.

2. Wrong, Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered, please contact us within 48 hours of delivery.

To help us resolve the issue promptly, please provide:

• Your order number.

• A clear photo or video showing the issue.

• A brief description of the problem.

Once the issue has been verified, we will arrange an appropriate replacement, subject to availability. Where the error is attributable to The Ella Jacobs, we will cover the necessary return and replacement delivery costs.

3. Refunds and Alternative Resolutions

We do not routinely issue cash refunds or reverse completed payments. Eligible cases will generally be resolved through a replacement or exchange.

However, where a suitable replacement cannot be provided, or where a refund is required under applicable law, we will discuss an appropriate resolution with the customer in accordance with our legal obligations.

Nothing in this policy is intended to exclude or restrict any consumer rights that cannot lawfully be excluded.

4. Delivery Fees

Delivery fees are generally non-refundable. However, where an order is incorrect or faulty due to an error on our part, we will cover the necessary delivery costs associated with the agreed replacement or other appropriate resolution.

5. How to Contact Us

For assistance with an order or a refund-related enquiry, please contact us using the details below:

WhatsApp: +233 55 403 9570

Email: theellajacobs22@gmail.com

Please include your order number and relevant photos or videos so our team can assess your request.

6. Policy Updates

The Ella Jacobs reserves the right to update this policy when necessary. Any updated version will be published on our website.

The Ella Jacobs — Thank you for shopping with us.