Returns & Exchanges
We highly value customer service and strive to provide excellent service to ensure your satisfaction. And we understand the importance of customer service in establishing and maintaining good customer relationships. Our team is dedicated to assisting and supporting you with any issues or needs you may have.
I. General Policies
1. Applicability
- Only orders purchased directly through JOVS.com are eligible for returns/exchanges.
- For items purchased via other channels (e.g., Amazon, Target), contact the respective platform for support.
2. Non-Returnable/Non-Exchangeable Cases
▸ Missing original packaging/accessories/free gifts (including retail box, user manual, cables, etc.).
▸ Physical damage caused by mishandling (e.g., drops, liquid exposure).
▸ Natural wear and tear (scratches/stains).
▸ Items marked as "Final Sale" or "Gift".
For intimate products like pants, if the plastic sealing film of the outer packaging is torn (which is deemed as the goods having been used), return or exchange will not be supported.
II. Return Policy
1. Return Timeframes
- Standard Returns: Within 14 calendar days of delivery.
- Defective Items: Within the 1-year warranty period (proof of defect required).
2. Return Process
✅ STEP 1: Submit Request
- Email service@jovsdiary.com with:
▸ Order number + product name.
▸ Reason for return (video proof required for defects).
✅ STEP 2: Approval & Details
- Upon approval, customer service will provide the return address and cost details within 2 business days.
✅ STEP 3: Ship Back
- Securely repackage the item using its original packaging and share the tracking number with customer service.
✅ STEP 4: Refund
- Refunds will be processed to the original payment method within 7–15 business days after inspection approval.
3. Cost Responsibilities
4. Return Instructions
Do not return products without prior confirmation from us. We do not accept returns via self-collection or collect-on-delivery (COD) shipping methods.
Use original packaging to prevent damage during transit. Any losses due to failure to use the original packaging/materials will be your responsibility.
Inspection Process:
Refunds/exchanges will be processed only if the returned item meets return/exchange criteria. ▸ Refunds cover the original order amount or reshipping costs only (local duties/taxes incurred during shipping are not covered).
If the item fails inspection and has been sent to a JOVS warehouse, JOVS reserves the right to deny refunds/exchanges, and you will bear any return-related costs.
Return Completion:
The process is finalized within 7 business days of receiving the item.
Regularly check your email for updates.
Partial deductions may apply for items with visible wear, damage, missing parts, or opened/trial free gifts.
Exchange Rate Disclaimer:
Refund amounts may slightly differ from the original payment due to exchange rate fluctuations between payment and refund dates. Contact your bank for details.
5. Rules and Standards for Deduction of Fees for Absent Gifts
1) Free Gift Missing Deduction Rules
Gift Category
Deduction Logic
Implementation Standards
High-Value Gifts
(e.g., mini hair removal device, DIARY Hydrator)
Deducted at cost price
Directly subtracted from the refund amount.
Consumable Gifts
(e.g., gel, face masks)
Deducted based on remaining quantity
Opened items deemed fully consumed; deducted fees apply, and gifts need not be returned.
Accessory Gifts
(e.g., makeup brush, facial cleanser)
Deducted at standard retail price
Opened items deemed fully consumed; deducted fees apply, and gifts need not be returned.
2) Deduction Schedule for Absent Gifts
The following are the common deduction standards for the absence of gifts (currency unit: US dollars)：
Product Name
Deduction Standard
Water Flosser
25
Electric Toothbrush
25
JOVS DIARY Royal Age Polypeptide Facial Mask
15
JOVS DIARY Sodium Hyaluronate Soothing Gel
15
JOVS DIARY Hydrator
40
JOVS Facial Cleansing Brush
35
JOVS Cordless Hair Straightening Comb
50
Slimax Essentials Kit
5
JE2 Mask
15
JE2 Cotton Pads
5
JE2ScalpEssence
5
JOVS Customized Makeup/Storage Bag
15
JOVS Customized Cosmetic Brushes 8pcs Set
15
JOVS Mini Wireless IPL Hair Removal Device
159
3) Deduction Trigger Conditions：
- Free gift(s) not returned with the main product during the return process
- Damaged gift packaging that affects resaleability
- Lost gifts due to being shipped separately from the main product.
III. Exchange Policy
Exchange Conditions
Exchanges are only permitted for defective items within the 1-year warranty period.
Required documentation: Issue description + video evidence (e.g., failure to power on, malfunction).
Exchange Process ✅ Follow the return process (specify "Exchange Request" in your submission). ✅ Replacement items will be shipped within 1–3 business days after receiving the returned product.
Out-of-Warranty Cases
For damage caused by mishandling or items beyond the 1-year warranty period, contact JOVS customer service for paid after-sales support.
IV. Order Cancellation
1. Cancellation Timeframe
- Only applicable to unshipped orders. Requests via email will be processed within 24 hours.
- Shipped orders must follow the return process.
V. Price Protection
Protection Period: Within 7 calendar days of delivery.
Coverage: Eligible for a price difference refund if the official website price is publicly reduced.
Exclusions: Does not apply to clearance or Final Sale items.
VI. Refund Details
Processing Time: Refunds are issued within 7–15 business days after initiation (dependent on bank processing speeds).
Contact Support: service@jovsdiary.com (response within 24 hours on business days).
