Refund policy

1.1 Time Limit

  • Regular Products: Submit your return request within 30 days from the date the product is delivered (the date marked “delivered” by the logistics provider).
  • Custom/Pre-Order Products: Submit your request within 14 days from delivery (due to the specialized nature of these items).
  • Final Sale Products: Items marked “Final Sale” on the product page are not eligible for refunds/returns, except if they are defective, incorrect, or not as described.

1.2 Product Condition

The product must be in original, unused, and undamaged condition with all original accessories, tags, and packaging intact:

  • Tags (price tags, care labels) must remain attached to the product.
  • Original packaging (boxes, plastic bags, tissue paper) must be unopened or undamaged (unless required to inspect the product).
  • Accessories included with the product (e.g., belts for dresses, care manuals for home goods) must be fully included.

Products are not eligible if:

  • They have been worn, washed, altered, or used (e.g., a sweater shrunk from improper washing, a necklace with a broken chain from wear).
  • They are missing tags, packaging, or accessories.
  • Damage is caused by improper use, storage, or accidental breakage after delivery.

1.3 Valid Reasons for Refunds/Returns

We accept requests for the following reasons:

  • Incorrect Product: You received a product that does not match your order (e.g., wrong size, wrong color, wrong style, or a different item than selected).
  • Defective Product: The product has a manufacturing defect (e.g., broken zippers, loose stitching, missing buttons, or functional issues) at the time of delivery.
  • Not as Described: The product does not match the description on the Website (e.g., a “cashmere sweater” is actually acrylic, a “waterproof jacket” leaks, or fabric thickness differs from the listing).
  • Change of Mind: You no longer want the product (applies only to regular products, not Final Sale or custom items).

2. Refund/Return Process

Follow these steps to request a refund, return, or exchange:

2.1 Step 1: Submit a Request

Contact our customer service via support@jomedesign.store or our online return portal (https://jomedesign.store/returns) and provide:

  • Your order number (found in the order confirmation email).
  • The name and SKU of the product(s) you want to return.
  • A clear reason for the request (e.g., “incorrect size,” “defective zipper”)—attach photos or videos as evidence if the product is incorrect, defective, or not as described.
  • Your preferred resolution:
    • Full Refund: Money back to your original payment method.
    • Exchange: A replacement product (e.g., size M instead of size S, if in stock).
    • Store Credit: A credit to your Website account for future purchases (never expires).

We will review your request within 1–3 business days and send a response via email:

  • If approved: You will receive a Return Merchandise Authorization (RMA) number (required for all returns) and detailed instructions (return address, packaging requirements, and shipping recommendations).
  • If denied: We will explain the reason (e.g., “product is damaged from use”) and offer alternative solutions if possible.

2.2 Step 2: Ship the Product Back

Once you receive the RMA number:

  1. Pack the product securely in the original packaging (or a similar box to prevent damage during transit).
  2. Clearly write the RMA number on the outer packaging (or attach the pre-filled label we provide via email).
  3. Ship the product to the return address within 7 business days of receiving the RMA number (delays may result in your return being rejected).

Who Pays for Return Shipping?

  • We cover shipping: If the return is due to our error (e.g., incorrect product, defective item, not as described). We will provide a prepaid shipping label via email—simply print and attach it to the package.
  • You cover shipping: If the return is due to a change of mind. We recommend using a trackable shipping method (e.g., USPS First Class, UPS Ground) and keeping the shipping receipt/tracking number for reference (to avoid disputes if the package is lost).

2.3 Step 3: Inspection & Resolution

When we receive your returned product:

  1. We inspect it within 2–5 business days to confirm it meets eligibility criteria (original condition, matches order details, and has a valid RMA number).
  2. We process your requested resolution:
    • Full Refund: Approved refunds are credited to your original payment method within 3 days of inspection. The time for funds to appear in your account depends on your payment provider (e.g., credit cards may take 1–2 billing cycles, PayPal takes 1–3 days).
    • Exchange: If the replacement product is in stock, we ship it within 1–3 business days of inspection (no extra shipping cost). If the replacement is out of stock, we will offer a refund or store credit instead.
    • Store Credit: We issue the credit to your account within 1 business day of inspection. You will receive an email notification with instructions to use the credit at checkout.

3. Order Cancellations

You may cancel an order before it is shipped or processed:

3.1 Cancellation Before Processing

If you cancel within 24 hours of placing the order (and we have not started processing it):

  • We issue a full refund to your original payment method within 3 business days.
  • No cancellation fees apply.

3.2 Cancellation After Processing (Pre-Shipping)

If you cancel after we have processed the order (but before it is shipped, usually 1–2 business days after placement):

  • We issue a full refund, but a 10% cancellation fee may apply (to cover processing costs like packaging materials or payment processing fees).
  • The refund is processed within 3–5 business days.

3.3 Cancellation After Shipping

Once the order is shipped, you cannot cancel it. You will need to wait until you receive the product and follow the return process (Section 2) to request a refund.

4. Special Cases

4.1 Defective Products

If you receive a defective product:

  • We cover all return shipping costs and offer a full refund, free exchange, or 15% bonus store credit (e.g., $57.50 credit for a $50 defective product).
  • Even custom or Final Sale defective products are eligible for returns—we stand behind the quality of all our items.

4.2 Gift Returns

If you received the product as a gift:

  • You can request store credit (we cannot issue a refund to the gift giver without their explicit permission).
  • You will need the order number (ask the gift giver) or the email address used to place the order to submit the request.

4.3 Refund Deductions

We may deduct the following from your refund amount in specific cases:

  • Restocking Fee (20%): Applies if you return a product after the 30/14-day deadline, or if the product is not in original condition (e.g., missing tags).
  • Shipping Costs: The original shipping fee is non-refundable for returns due to a change of mind (we only refund shipping costs if the return is our error).

5. Policy Updates

We may update this Refund Policy periodically (e.g., to extend the return window during holiday seasons). When changes are made:

  • We post the revised policy on the Website with a “Last Updated” date.
  • We notify users with active accounts via email (for material changes like shorter return windows).

The updated policy applies to all orders placed after the effective date. For orders placed before the update, the original policy applies.

6. Contact Us

For questions about refunds, returns, or exchanges (e.g., status of your return, eligibility of a product), contact us:

Official Email: support@jomedesign.store