Returns & Exchanges

At JOVS, your satisfaction is always our top priority.
In addition to your legal rights, we proudly offer a 60-day return guarantee for products purchased through the official JOVS website.

If you are not satisfied with your product or experience within 60 days of purchase, you may apply for a return or refund in accordance with our Return & Exchange Policy.
Please note: Certain products (such as long pants, shorts, and underwear items) are excluded from this return guarantee due to their special usage nature.
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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".

 

3. Notes:
For safety and hygiene reasons, JOVS does not offer free return or exchange services except for product quality issues.
A restocking fee of 10%–20% will be charged for returns that are not related to product quality issues.

*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 60 calendar days of delivery.


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

Usage Condition

Eligible for Return/Exchange

Fees You Need to Pay

Package unopened, outer box intact, all accessories complete

✅ Yes

10% of the total order amount

Package opened, all items inside the box are undamaged

✅ Yes

20% of the total order amount

Package opened, and items inside show signs of human damage or misuse

❌ No

——

Unsealed intimate apparel

❌ No

——

What You Need to Provide:
• Record a short video of the product to help our staff verify its condition.
• Provide your purchase order number or order screenshot.

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.

 

～To ensure a smooth return process, we will provide you with a prepaid return shipping label.

～According to our refund policy, a standard return shipping fee of $12 per returned item will be deducted from your refund (this prepaid label service is only available for customers within the United States).

～If the return is due to a product quality issue, JOVS will cover the shipping cost.
You must return the product within 7 days after receiving the prepaid shipping label.

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).
If you are unable to provide valid evidence such as photos or videos, the exchange process cannot be initiated.
 

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: service@jovsdiary.com (response within 24 hours on business days).