Refund Policy

Last Updated: February 2026 by Jessa Otero

This website (thegreysanctuary.com) and the brand Juicy Zone are owned and operated by Jessa Otero, based in Bayamon, Puerto Rico, 00957; hereafter referred to as “The Company”, “The Store”, “We”, or “Juicy Zone”. The terms “client”, “you”, or “user” refer to the person or party who navigates, uses, or purchases from the store. By accessing or using any part of the site, you agree to be bound by these Terms of Service. Please read them carefully before proceeding.

1.0 Definition Of Final Sale

All sales are final, and Juicy Zone does not offer partial or full refunds for “change of mind” or buyer’s remorse. However, certain transactions may be eligible for returns, replacements, and/or refunds, depending on the circumstances and our approval; it’s very important to emphasize that the order must not be damaged or used by the client when returned to us. The following purchases are considered final transactions and aren’t eligible for refunds:

1.1 General Descriptions Of Products

1.2 Digital Goods (Memberships & Downloads)

Juicy Zone reserves the right to discontinue, update, or migrate the platform at its sole discretion. If the website is permanently closed or the “Secret Club” service is discontinued, no full or partial refunds will be issued for the ✪ IMPOSTAH ✪ tier or any other membership payments.

• Digital goods: they are considered “consumed” upon purchase and are non-refundable and non-exchangeable.
• Lifetime membership: It refers to the access granted under the IMPOSTAH tier, specifically to the functional lifespan of the Juicy Zone website. It does not constitute a guarantee of access for the natural life of the member or the creator.

1.3 Third-Party Integration

Juicy Zone is not responsible for the billing or refunding of pledges made through third-party platforms (e.g., Patreon). Membership status through platform integration is verified via Patreon’s API, if there is a claim of refund based on this platform, it should be requested correctly via Patreon, not our store.

1.4 Physical Merchandise (Merch)

Some physical goods (e.g., eye masks) aren’t eligible for return or exchange due to hygiene reasons, and any original artwork, whether it’s “one-of-a-kind” or customized traditional pieces (including but not limited to, watercolor painting, sketch, ink, colored pencil, markers, sculpture, or collectible trinket) are final sale and not eligible for return.

2.0 Shipping & Insurance

All Juicy Zone physical orders are protected with USPS’s built-in insurance for Ground Advantage that includes shipping insurance and a tracking number by default. Original shipping costs are non-refundable. For approved returns/exchanges not caused by our error, the client is responsible for return shipping costs.

3.0 The Return of A Product

• Only regular-priced, missing, damaged, or wrong items might be refunded or exchanged, depending on the circumstances detailed further on.
• If the shipping label return we provided gets penalized or canceled by USPS due to failing to return the package either by delay or expiration date, the client will have to buy a new label at their own expense.

4.0 Acceptable Refunds Or Replacement

Refunds are not allowed if the client changes their mind or feels remorse once the order has been shipped. However, there are unique circumstances in which refunds may have to be issued as a store credit or money credited to the account of the buyer.

• The client is unsatisfied with the low quality or damaged state (by our end) of the order.
• We shipped the wrong package, wrong items, and/or the package has missing contents.
• Items are broken or damaged during transit due to a lack of proper protection inside the package.
• If the delivered package contains a mistaken product due to the client accidentally choosing the wrong item.
• Clients request a refund and remove the products within a timeframe of 24 hours before the shipping process initiates.
• Please be aware that our items may be limited due to restocking or logistic and replacements or exchanges might not be possible.
• If the digital content is corrupted, missing, or prevents opening, loading, or downloading correctly, we can issue only a replacement.

Once the refund request is accepted, we will notify our clients once we receive and inspect your return for approval. If approved, you will be automatically refunded to your original payment method within 7 to 14 business days.

4.1 Refund Processing

Any refund, replacement, or exchange must be previously approved by us via email. The client will have 15 business days after the confirmed delivery date to first contact us. It can take a few more days for the payment to be processed and reflected in the bank account or credit card company, depending on their system and protocols.

1. Initiation: Clients must contact us once the order has been delivered
2. Investigation: Proof of receipt of the purchase and documentation (photos and videos).
3. Pre-Approval: After the investigation, we will decide on a pre-approved return/exchange/refund.
4. Inspection: Once we receive a returned item, it will take 3–5 business days for inspection.
5. Confirmation: After carefully inspecting the returned order, we can confirm the approval process for the return/exchange/refund.
6. Timeline: Approved refunds will be credited to the original payment method within 7–14 business days, depending on the financial institution.

4.2 Eligible Circumstances For Refunds

4.3 Acceptable Exchanges

Only acceptable if the client bought the wrong item accidentally, or if we sent the wrong item. The product(s) must be in the original state (not used, missing, or damaged) and the package when returned to us.

• Please be aware that our items might be limited due to restocking or logistical reasons, and exchanges might not be possible.
• If the delivered item(s) came damaged or defective (by our end), we can offer a replacement or refund, not an exchange.
• If the client changed their mind and wants to exchange the products, it is required to initiate a new order while we process the previous correctly as a refund or replacement
• Clients can request an exchange and remove the products within a timeframe of 24 hours before the shipping process initiates.
• For approved returns/exchanges not caused by our error, the client is responsible for the return shipping costs.

5.0 Lost/Missing Packages During Transit

The carrier is responsible if the package gets lost or stuck during transportation, not the Juicy Zone; however, since all purchases are provided with shipping insurance, we are happy to help our clients file a claim. If the tracking number shows no movement or updates for more than 15 consecutive days (Domestic) or 30 consecutive days (International), contact us immediately. If the carrier confirms the package is lost, we will issue a replacement or refund. Claims for non-delivery must be made within 60 days of the original ship date.

1. We recommend first filing a “missing mail” with the USPS while we investigate the issue and proceed with the insurance claim.
2. If the tracking system shows that the package was delivered but the client didn’t receive it, a visit to the local post office is required to check the GPS coordinates of the final scan. 
3. Once the claim is successfully processed, we can compensate the client by issuing a refund or sending a replacement item. 

6.0 Digital Content & Memberships

All sales of digital products, including Mi Ciela Club memberships and the ✪ IMPOSTAH ✪ tier, are final and non-refundable.

• Consumption: Access to the “Juicy Channel” or digital downloads is considered “consumed” the moment you log in or download the files.
• Technical Issues: If digital content is corrupted, missing, or fails to load correctly, we will provide a replacement file or technical support. No monetary refunds will be issued for digital access issues.

7.0. Limited Stock & Exchanges

Please be aware that many of our items are limited edition. If an item is eligible for a replacement but is out of stock, we will issue a Store Credit for the original value of the item.

Client accepts that the prices and guidelines of these policies can change under any circumstances without prior notification. Contact us at jessa@thegreysanctuary.com or juicyzone.store.help@gmail.com at any time. Please provide us 2- 5 business days to respond. Visit the FAQ, Privacy Policy, Refund Policy, Shipping Policy, and Terms of Service pages.