Customer Satisfaction Guarantee
Our Promise to You
At Johnnie Ray, we proudly stand behind the quality of every product we make. If a product does not meet your expectations, our Customer Satisfaction Guarantee may provide a one-time replacement or store credit, subject to the eligibility requirements below.
Our Customer Satisfaction Guarantee is not a return, refund, or exchange policy.
For safety, hygiene, and quality-control reasons, products cannot be returned after they leave our facility—even when they are unopened or unused.
Satisfaction Guarantee Eligibility
To be considered under our Customer Satisfaction Guarantee:
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The request must be submitted within 30 days of delivery.
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The product must be a paid, full-size Johnnie Ray product.
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You must provide your order number and a brief explanation of the issue.
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The guarantee is limited to one approved satisfaction claim per customer or household.
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The original order must have been purchased directly from Johnnie Ray.
Submitting a request does not automatically guarantee approval.
What Is Not Covered
The Customer Satisfaction Guarantee does not apply to:
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Sample sizes or sample kits
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Free products, gifts, promotional items, or complimentary add-ons
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Supplements
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Gift cards
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Shipping charges
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Products purchased from another retailer or individual
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Products that have been excessively used, intentionally damaged, altered, or improperly stored
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Additional dissatisfaction claims after a customer or household has already used the one-time guarantee
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Requests submitted more than 30 days after delivery
Fragrance and Personal Preference
Fragrance is subjective. A scent smelling different than expected, being too strong, being too light, or simply not being personally enjoyable does not mean the product is defective.
We provide scent descriptions and offer trial-size options for many fragrances so customers can explore their preferences before purchasing full-size products.
A fragrance-preference concern may be considered under the one-time Customer Satisfaction Guarantee, but it does not qualify the product for a return, refund, or exchange.
Available Resolutions
When an eligible request is approved, Johnnie Ray may provide one of the following at our discretion:
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A replacement product
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Johnnie Ray store credit
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Product troubleshooting or usage assistance
Cash refunds are not provided under the Customer Satisfaction Guarantee.
Replacement products may be limited to an item of equal or lesser value. Any difference in value is not refundable.
For preference-based replacements, including fragrance preference, the customer may be responsible for replacement shipping charges.
Damaged, Defective, Incorrect, or Missing Products
Products that arrive damaged, defective, leaking, incorrect, or missing are considered order issues—not satisfaction claims.
Please contact us within 30 days of delivery and include:
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Your order number
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A description of the problem
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Clear photographs of the product, packaging, and shipping box when applicable
Once verified, Johnnie Ray will determine the appropriate resolution and cover replacement shipping for qualifying order issues.
Damage caused after delivery, improper storage, misuse, temperature exposure after receipt, or normal variations in handmade products may not qualify as a defect.
No Product Returns
Do not mail any product back to Johnnie Ray.
We do not accept returned cosmetic, grooming, personal-care, soap, sample, or supplement products after they have left our facility. Unauthorized returns will not be accepted, credited, exchanged, or refunded.
Being approved for a replacement or store credit does not authorize the customer to return the original product.
Please review our Return Policy for complete terms.
How to Submit a Request
Email Info@Johnnie-Ray.com within 30 days of delivery and include:
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Your name
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Your order number
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The product involved
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A brief explanation of what did not meet your expectations
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Photographs when the concern involves damage, leakage, packaging, or a possible defect
We will review the information provided and determine whether the request qualifies under this guarantee.
Johnnie Ray reserves the right to deny claims involving suspected misuse, abuse, repeated claims, fraudulent activity, or circumstances outside the scope of this guarantee.
