Thank you for shopping at Joumoon. We are committed to providing you with the best shopping experience. Please review our Return & Refund Policy for information on resolving shipping and product issues.
I. Returns
To ensure a smooth return process, please follow these guidelines for all returns:
1. Return Guidelines
- Returns must be postmarked within thirty (30) days from the date of delivery.
- All returned items must be in new or 'as new' condition, free from damage, marks, or signs of unreasonable use, with all original tags and labels attached.
- Products are eligible for return only if they remain in their original condition and packaging, including unopened products in original packaging and unused products.
2. Requesting a Return Authorization Number
Request a Return Authorization Number by emailing contact@joumoon.com with a detailed reason for the return and any supporting pictures or videos. Upon approval, you will receive the address of the nearest warehouse where you can send the product you wish to return. Items sent back to us without first requesting a return will not be accepted.
3. Refund Process
To ensure your refund, use a trackable mail service, as we will not be responsible for lost or missing packages. Upon receipt of your package, your products will be examined, and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the address you used when making your original purchase.
4. Eligibility for Refund
To be eligible for a refund, customers must provide a receipt or proof of purchase. If your item arrives in less than perfect condition, please reject the delivery immediately and contact us. We appreciate your cooperation and understanding.
II. Refunds
Customers can submit appeals for product issues [quality problems / missing products / shipping errors / shipping extra products / listing error (inconsistency with the description)] within 30 days from the date of delivery.
1. Refund Process
The refund process depends on the actual situation and the customer's decision. If a refund is requested, we will provide an RL return label based on the order amount. Customers must return the product within the specified time frame, including all original packaging, accessories, user manuals, etc. Refunds will be issued within 7 business days after receiving the returned product. If the customer cannot provide evidence for the corresponding issues, the request will not be processed.
2. Exclusions from Product Issues
- Color differences due to factors such as shooting equipment, lighting, display, etc.
- Product size differences due to manual measurement, as well as differences in measurement tools and methods.
- Improper operation or misuse by the customer, not following the user manual, will not be considered a product quality issue. Joumoon is not liable for any resulting personal or property damage.
III. Disclaimer and Refund Details
Please review our Joumoon Store Disclaimer and Refund Amount details below before requesting after-sales support:
A. Joumoon Store Disclaimer
- Products not sold on Joumoon Store (SKU mismatch) will not be accepted.
- After-sales requests must be made within 30 days from the date of delivery.
- Timely processing of after-sales requests is required. If an RL return label is provided, the package must be returned within 15 days of receiving the label; otherwise, the case will not be processed.
- Customers must communicate with our customer service representatives before requesting a refund. Failure to do so may result in a partial refund or no refund at all.
- Joumoon will not be responsible for any delay or interruption of platform services caused by force majeure events.
B. Cost of Return Shipping
If the return is due to non-customer reasons (product problems, logistics provider problems, damage, etc.), we will bear the return shipping fee. However, we do not provide value-added services, such as door-to-door pickup.
C. Refund Amount
The refund amount does not include transaction fees charged by third-party payment service providers. The refunded amount will be sent back to the payment method used for the original purchase.
By shopping at Joumoon, you agree to our Return & Refund Policy and accept any associated risks or responsibilities. We strive to provide the best possible shopping experience and appreciate your understanding and cooperation.
