Return & Exchange Policy

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 placed directly on JOVS.com are eligible for returns/exchanges.
For items purchased through other channels (e.g., Amazon, Target), please contact the respective platform for assistance.）
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".

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II. Return Policy

1. Return Timeframes
Standard Returns: Within 14 calendar days from the date 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
Once approved, our customer service will provide the return address and cost details within 2 business days.
✅ STEP 3: Ship Back
Carefully repackage the item using its original packaging and provide the tracking number to our customer service team
✅ STEP 4: Refund
Refunds will be processed to the original payment method within 7–15 business days after inspection approval.

3. Cost Responsibilities

Cost Responsibilities

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Return Type

Customer's Cost Responsiblity

Non-Defective Returns

A $15 shipping fee (orignating from the merchant) will be deducted (e.g., U.S. region).

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 showing visible signs of wear, damage, missing parts, or for free gifts that have been opened or used.
Exchange Rate Disclaimer:
Refund amounts may vary slightly from the original payment due to exchange rate fluctuations between the payment and refund dates.

5. Rules and Standards for Deduction of Fees for Absent Gifts
1）Rules for Deductions Due to Missing Free Gifts

Rules for Deductions Due to Missing Free Gifts

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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
Below are the standard deduction amounts for missing gifts (currency: USD)：

Deduction Schedule for Absent Gifts

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Product Name

Deduction Standard

Water Flosser

Electric Toothbrush

JOVS DIARY Royal Age Polypeptide Facial Mask

JOVS DIARY Sodium Hyaluronate Soothing Gel

JOVS DIARY Hydrator

JOVS Facial Cleansing Brush

JOVS Cordless Hair Straightening Comb

Slimax Essentials Kit

JE2 Mask

JE2 Cotton Pads

JE2 Scalp Essence

JOVS Customized Makeup/Storage Bag

JOVS Customized Cosmetic Brushes 8pcs Set

JOVS Mini Wireless IPL Hair Removal Device

159

3）Deduction Trigger Conditions：
Failure to return the free gift(s) along with the main product.
Gift packaging damaged to the extent that it affects resale.
Gifts lost due to being shipped separately from the main product.

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II. Exchange Policy

1. Exchange Conditions
Exchanges are only available for defective items within the 1-year warranty period.
Required documentation: Issue description + video evidence (e.g., failure to power on, malfunction).

2.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.

3. Out-of-Warranty Cases
For damage caused by improper handling or items beyond the 1-year warranty period, contact JOVS customer service for paid after-sales support.

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IV. Order Cancellation

If you wish to cancel your order, please contact our customer service team via email at cs@jovs-beauty.com.
Please provide the reason for canceling the order when contacting us, as this will help us process your request more quickly.

Cancellation Timeframe：
Applies only 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: Applies within 7 calendar days of delivery.
Coverage: Eligible for a price difference refund if the official website price is publicly reduced.
Exclusions: Not applicable to clearance or Final Sale items.

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VI. Refund Details

Processing Time: Refunds will be processed within 7–15 business days after initiation (dependent on bank processing speeds).
Contact Support: cs@jovs-beauty.com (responses within 24 hours on business days).