Refund policy

Last updated: October 6, 2026

Final sale and customer selections

Jones Comforts offers made-to-order apparel, custom apparel, and limited ready-to-ship items. Except where required by law, sales are final for a change of mind, fit, or customer-selected size, color, or design. Review the listing, sizing information, selections, and delivery address before payment. This final-sale policy does not exclude remedies for defects, shipping damage, or our errors.

Damaged, defective, or incorrect items

Contact jonesfamilycomforts@gmail.com or our Contact page promptly, preferably within 7 calendar days after delivery. Include your order number, a description, and available photos of the item, packaging, and shipping label. Keep packaging when possible. This requested reporting period is not a waiver of legal rights; missing packaging or photos does not automatically remove rights provided by law.

We will review the issue and provide an appropriate remedy, which may include replacement or refund at no additional cost, consistent with applicable law. Obtain return instructions before sending an item back. Approved returns are sent to Jones Comforts, 80 Belvedere Ct, Napa, CA 94559, United States. When a return is required for our error, damage, or defect, we cover reasonable return shipping costs.

Changes, cancellations, and custom deposits

Contact us promptly to request a change or cancellation. Standard website orders may enter production or fulfillment quickly, so changes and cancellations may not be possible once work begins. Custom orders follow the approval, deposit, and cancellation terms below. Any cancellation costs must be disclosed and agreed in writing before payment; deposits are not automatically nonrefundable.

Custom Order Terms

Custom orders include business logos, personalized artwork, and bulk or event apparel. Submitting a quote request does not place an order, authorize payment, or reserve an event date.

Quotes, payment, and approval

Your written quote will confirm garment styles, sizes, colors, quantities, print placement, the total price including applicable taxes and shipping or delivery charges, payment requirements, and the agreed shipping or local delivery date before payment.

Business or group orders require at least 6 items with the same design; sizes and colors may be mixed. A 50% deposit is due after the quote is accepted, with the remaining 50% due before shipping or upon local delivery. Orders of 1 to 5 items are available by request, individually quoted, and paid in full before production.

Production begins only after you approve the final design and order details in writing and meet the payment requirements. Review spelling, artwork, garment style, size, color, quantity, and placement carefully. Changes after approval require written agreement and may change the price or completion date. Garment substitutions require your approval.

Custom timelines

The standard 7 to 10 business day processing time does not apply to custom orders. Custom timelines are confirmed individually in writing before payment. A requested event date is not a guaranteed deadline unless we expressly agree to it in writing. Shipping transit time is separate from production time; the quote will identify whether the agreed date is a shipment date or an in-hand delivery date.

Cancellations and deposits

Contact jonesfamilycomforts@gmail.com promptly to request cancellation. Before final approval and before any authorized materials are purchased or work begins, payments are refundable. If you authorize materials purchases or work before final approval, any potential cancellation costs must be disclosed and accepted in writing before payment.

After approval, but before production begins, a cancellation refund may be reduced only by documented, nonrecoverable costs actually incurred for your order that were disclosed and agreed in writing before payment. We will provide an itemized explanation and refund the remaining balance. Deposits are not automatically forfeited. Once production begins, changes or cancellations for a change of mind may no longer be available. No new cancellation charge will be imposed beyond the agreed order price.

If we cancel an order or cannot ship by the agreed date, applicable cancellation and refund rights still apply. Required refunds for unshipped merchandise will not be reduced by a deposit or cancellation charge.

Artwork and appearance

Submit only artwork or logos you own or have permission to reproduce on the requested apparel. We may ask for evidence of permission or decline an order. Submitted artwork is used to review and fulfill your request; uploading it does not authorize us to use it in advertising or portfolio examples without separate permission.

Screen colors and digital mockups are approximate. Minor garment, color, and placement variations may occur, but the finished apparel must match the approved order in all material respects.

Returns and order problems

Custom apparel is final sale for a change of mind or customer-approved size, color, or design choices. This does not exclude remedies for defective items, shipping damage, or our errors. Please contact us promptly, preferably within 7 calendar days after delivery, with your order number, description, and available photos. This requested reporting period does not limit rights provided by law. See our Return and Refund Policy.

Refund timing

Refunds are issued to the original payment method. We normally process approved returns within 10 business days after receipt and inspection, or after confirming no return is needed, unless a shorter legal deadline applies. Refunds required for delayed or canceled unshipped merchandise are processed within the applicable legal deadline, generally 7 working days for payments through a third-party payment provider, without waiting for a return. Required monetary refunds will not be replaced with store credit. Your bank may need additional time to post the credit.

Original shipping charges are refundable when required by law or when the refund results from our error, a defective item, or shipping damage. If we cannot ship any of the order, required refunds include the entire amount paid, including shipping and handling. For partial shipment cancellations, we refund the amount required by law for the unshipped portion.