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.
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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.

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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 cs@jovs-beauty.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

Return Type

Customer’s Cost Responsibility

Non-Defective Returns

Customers are responsible for return shipping costs. If a return label is requested, JOVS can provide one; however, $12 per return package will be deducted from the refund amount.（Return label service is available only for customers in the United States.）

Defective Returns

Free (JOVS covers return shipping costs).

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

 JE2 Scalp Essence

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.

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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.

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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.

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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.

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VI. Refund Details
 

Processing Time: Refunds are issued within 7–15 business days after initiation (dependent on bank processing speeds).

Contact Support: cs@jovs-beauty.com (response within 24 hours on business days).