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Refund policy

We hope you love your purchase from JOMOO! However, if you are not completely satisfied with your purchase, we're here to help. Please review our detailed returns policy below.


Return Eligibility

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Return Window: You have 30 calendar days from the date you received your item to request a return.
Condition: The product must remain in its original, unopened packaging. We do not accept returns for items that have been opened or used.
Receipt: You must have the receipt or proof of purchase.

Non-Returnable Items
The following items cannot be returned:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at store@jomoogroup.com to initiate the return. Please provide your order number, details of the product you wish to return, and the reason for the return.
  2. Authorization: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and instructions on how to send your item back to us.
  3. Shipping: Package the item securely and include the RMA number. Ship the item to the address provided in the return instructions. We recommend using a trackable shipping method.

Refunds


Once we receive your returned item, we will inspect it and notify you of the status of your refund.

  1. Approval: If your return is approved, we will initiate a refund to your original method of payment.
  2. Processing Time: You will receive the credit within a certain number of days, depending on your card issuer's policies.

Deductions: When the refund is due to non-quality reasons, the return freight shall be borne by the customer, and the refund shall be returned to the original way after deducting the freight.

 


Exchanges


If you need to exchange a product purchased from JOMOO Store, please follow the steps below to ensure a smooth and efficient process:

  1. Contact Customer Service:Reach out to our customer service team via the provided email address. Clearly state your intention to return or exchange the product and provide the necessary details, such as order number, product name, and reason for return or exchange.
  2. Customer Service Review:Our customer service team will review your request and verify the eligibility of your product for return or exchange. If your request is approved, you will receive detailed instructions on how to proceed with the return.
  3. Return of the Original Product: Package the original product securely, ensuring it is in its original condition with all accessories, packaging materials, and documentation. Write the provided return authorization number on the outside of the package. Ship the package to the return address specified by our customer service team using a traceable shipping method.
  4. Warehouse Receipt of the Product: Upon receipt of the returned product at our warehouse, our team will inspect the item to ensure it meets the return criteria (unopened, unused, and in original packaging).
  5. Exchange Process: If the returned product passes inspection, we will initiate the exchange process.The warehouse will prepare and ship the replacement product to you as per your request.
  6. Tracking and Updates: You will receive email updates throughout the process, including confirmation of receipt of your return and notification when the replacement product has been shipped.

Note: Return shipping costs are the responsibility of the customer unless the exchange process is due to a mistake on our part or the product is defective.

Return Shipping Costs

  1. Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  2. Prepaid Labels: In some cases, we may provide a prepaid return shipping label. If a prepaid label is provided, the return shipping cost will be deducted from your refund.

Damaged or Defective Items


If you received a damaged or defective item, please notify us immediately for assistance.

  1. Evidence: Email us at store@jomoogroup.com with your order number, a description of the issue, and photos of the damaged or defective item.
  2. Resolution: We will work with you to resolve the issue, which may include a replacement, repair, or refund.


Late or Missing Refunds

If you haven’t received a refund yet, please check the following:

  1. Bank Account: Check your bank account again.
    Credit Card Company: Contact your credit card company; it may take some time before your refund is officially posted.
  2. Bank: Contact your bank. There is often some processing time before a refund is posted.
  3. Contact Us: If you’ve done all of this and still have not received your refund, please send email to store@jomoogroup.com.

Contact Us


If you have any questions about our returns policy, please contact our customer service team at store@jomoogroup.com. Our support team is available Sunday to Thursday from 8 PM to 9 AM (Eastern Time US).