Return, Exchange, and Refund Policy

LAST UPDATED: OCTOBER 12, 2026

This policy applies to eligible products purchased directly through jackhenry.co. Products purchased from a Jack Henry Studio, authorized retailer, marketplace, or other third party must be returned to the original place of purchase and are subject to that seller’s return policy.

Customer portal

You can manage returns, exchanges, and shipping claims through our customer portal.

Visit jackhenry.co and select “customer portal” in the footer to:

• Start a return

• Request an exchange

• File a claim for an item that arrived damaged

• File a claim for a lost or missing package

Follow the instructions provided in the portal. Submitting a request or claim does not automatically confirm approval.

If you cannot access the portal or complete your request, email hello@jackhenry.co with your order number and a description of the issue.

Return and exchange window

We accept return and exchange requests within 14 days after delivery, including products that have been opened or used. Opening or trying a product does not make it ineligible for return.

Proof of purchase is required. Return the product in its original container and include its original packaging if available.

Start your request through the customer portal within the 14-day window, then follow the return authorization and shipping instructions provided.

Please do not send products back without authorization. Online purchases cannot currently be returned to Jack Henry Studio locations.

Nonreturnable items

The following items are not eligible for return unless required by applicable law:

• Gift cards

• Digital products

• Personalized or custom-made products

• Complimentary gifts, promotional samples, or free items

• Products clearly marked “final sale” at the time of purchase

• Products altered or damaged after delivery, beyond ordinary use to try the product

• Products otherwise restricted from return by applicable law

Opening a product, breaking its protective seal, or trying it does not by itself make it nonreturnable under our 14-day policy.

Contact hello@jackhenry.co if you are uncertain whether an item qualifies.

Return shipping

Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect, or return shipping is covered by an applicable return-shipping service.

When a prepaid return label is provided, its cost may be deducted from the refund unless covered by Jack Henry or an applicable return-shipping service.

Original shipping charges are nonrefundable unless the return resulted from an error by Jack Henry or reimbursement is required by law.

Retain your tracking information until your return has been received. If a return package is lost in transit, contact our support team so we can review the tracking and any applicable coverage.

Damaged, defective, or incorrect items

Inspect your order promptly after delivery.

If an item arrives damaged, submit a claim through the customer portal within two days after delivery. Include a description of the issue and clear photographs of the product and shipping packaging, where relevant.

If an item is defective or incorrect, email hello@jackhenry.co within two days after delivery with your order number, a description of the issue, and relevant photographs.

After reviewing the request, we may provide a replacement, refund, or other appropriate resolution. When we confirm that an item arrived damaged, defective, or incorrect, we will cover approved return or replacement shipping costs.

Please retain the affected product and packaging until you receive instructions. A return may be required as part of the resolution.

The two-day reporting window does not shorten our standard 14-day return and exchange window or limit rights available under applicable law.

Lost or missing packages

If your package appears lost in transit or is marked delivered but cannot be located, submit a claim through the customer portal.

Provide the requested order and delivery information. Claims are reviewed according to the applicable shipping and package-protection terms, including any reporting deadlines and coverage associated with your order.

Submitting a claim does not guarantee a refund or replacement. The available resolution will be determined after review, subject to applicable law.

If you cannot submit a claim or need help with an existing claim, email hello@jackhenry.co with your order number and claim number, if available.

Exchanges

Eligible products may be exchanged within the 14-day window, subject to availability.

Request your exchange through the customer portal and follow the instructions provided. Unless our support team confirms another arrangement, the original product must be received before the replacement is shipped.

If the requested replacement is unavailable, we may issue a refund to the original payment method instead. In some cases, returning the original item and placing a new order may be the fastest option.

Refunds

After an authorized return is received and inspected, please allow five to seven business days for processing.

Approved refunds will be issued to the original payment method. We will email you when the refund has been processed. Your bank or payment provider may require additional time to post the credit.

We may reduce or decline a refund if the return does not satisfy this policy, subject to applicable law. A refund will not be reduced or declined solely because an eligible product has been opened or used.

Order changes and cancellations

Before fulfillment, you can manage available order edits, shipping address changes, and cancellation requests through the customer portal. Visit jackhenry.co and select “customer portal” in the footer.

Our fulfillment team processes orders quickly, so please submit changes as soon as possible. Available options depend on your order’s current status. A change or cancellation is confirmed only when the portal or our support team confirms it.

Once an order has been fulfilled or shipped, it can no longer be edited or canceled through the portal and must follow the applicable return process.

If you cannot complete a change through the portal, email hello@jackhenry.co with your order number and requested change.

For subscriptions, use the “subscriptions” link in the footer to manage future renewals. Updating or canceling a subscription does not automatically change or cancel a renewal order that has already been created. Manage that existing order separately through the customer portal before fulfillment.

European Union right of withdrawal

Where applicable, consumers in the European Union have a statutory right to withdraw from an eligible online purchase without providing a reason within 14 days after the last product in the order is delivered.

To exercise this right, submit a withdrawal request through our electronic return portal or email hello@jackhenry.co before the withdrawal period expires. Return the products within 14 days after notifying us of withdrawal.

Customers are responsible for return shipping costs unless otherwise required by law or covered by an applicable return-shipping service.

Where required by law, we will reimburse eligible payments, including the cost of our least expensive standard delivery option. Additional costs for an upgraded delivery service are not included.

Reimbursement will be made without undue delay and within 14 days after notification of withdrawal. We may withhold reimbursement until we receive the returned products or evidence that they have been shipped back, whichever occurs first.

Statutory exceptions may apply to certain purchases, including personalized products and sealed goods unsuitable for return for health or hygiene reasons once unsealed. These exceptions do not remove eligibility otherwise provided by Jack Henry’s voluntary 14-day return policy above.

Nothing in this policy limits any nonwaivable consumer right available under applicable law.

Contact us

Jack Henry Holdings, Inc.
3400 S Susan St
STE A
Santa Ana, CA 92704
United States

Email: hello@jackhenry.co
Website: https://jackhenry.co

Do not mail returns to this business address unless our customer-support team specifically instructs you to do so.