Return & Refund Policy
We want Jemsivo customers to have a clear process for raising a concern about an order and requesting an eligible return or refund. This policy is subject to any stronger rights available under applicable consumer law.
1. Return Request Window
You may request a return within 30 calendar days after delivery. To begin, email service@jemsivo.com with your order number, the item involved, and the reason for your request. Contacting us within the return window allows us to review eligibility and provide instructions.
A return request is not the same as sending an item back. Please wait for return instructions and an authorized destination before shipping an item to us.
2. Return Eligibility and Item Condition
For a change-of-mind return, an item should generally be unused, in its original condition, and returned with the accessories, labels, and packaging reasonably necessary to assess and resell it, where applicable. Please include proof of purchase or an order number.
Some goods may be excluded from change-of-mind returns for hygiene, personalization, perishability, or other lawful reasons where such exclusions apply and are disclosed. These limitations do not remove statutory rights for defective, misdescribed, or otherwise nonconforming goods.
3. How to Request a Return
- Email service@jemsivo.com within the applicable return period, including the order number and a brief explanation.
- If the item is damaged, defective, or incorrect, include photographs or other relevant details when available.
- We will review the request and provide the next steps, including an authorized return address if physical return is necessary.
- Package the approved item securely and follow the provided instructions. Keep proof of posting and tracking details when available.
- After receipt and review, we will notify you whether the refund or other remedy has been approved.
Do not send goods to the company's registered business address unless customer support specifically confirms that it is the authorized return destination for your case. Unapproved shipments may be delayed or may not be accepted at that address.
4. Return Shipping Costs
For an eligible return due to a change of mind or other personal preference, the customer is responsible for return shipping, unless applicable law requires otherwise.
If the item is confirmed defective, damaged on arrival, or not what was ordered, we will cover the applicable return shipping costs or provide another remedy required by law. Contact us before arranging shipment so we can explain the suitable process.
5. Inspections and Refund Decisions
Once a returned item is received where required, we may inspect its condition and compare it with the reason for return. We will communicate the outcome and any remedy available. A refund will not be refused where mandatory consumer law requires it.
6. Refund Method and Timing
For an approved refund, we will initiate the refund to the original payment method within 10 business days after approval, unless a shorter deadline applies under the law. This is the time for us to initiate payment processing, not a promise about the exact day the funds will become visible in your account. Your bank or payment provider may require additional processing time.
Any refund of the original delivery charge or associated taxes will be handled according to the circumstances of the order and applicable law. We will explain the amount approved in the refund communication.
We do not charge a restocking fee.
7. Damaged, Defective, or Incorrect Items
Please contact us promptly if an item arrives damaged, is defective, or is not what you ordered. Include the order number and a description of the issue, and provide photographs when possible. Depending on the issue and your legal rights, we will arrange an appropriate remedy, which may include a replacement, repair, price adjustment, or refund. You will not be required to pay return costs that the law places on the seller.
8. Exchanges
If you would prefer an exchange, contact us to ask about availability and the appropriate process. Exchanges depend on stock and other reasonable operational conditions, without limiting any right to replacement provided by law. Please do not send an item for exchange before receiving instructions.
9. Cancellations Before Dispatch
You may request cancellation before dispatch by emailing service@jemsivo.com. We will try to accommodate the request, but orders already dispatched may need to follow the return process. Mandatory cancellation or withdrawal rights under applicable law remain in force.
10. Your Statutory Rights
This policy does not exclude, restrict, or replace any non-waivable right to a remedy, cancellation, withdrawal, or refund under the laws that apply to your purchase. If a provision here conflicts with a mandatory right, that right prevails.
11. Contact Information
Operating Company: Jilin Xingcong Sports Culture Co., Ltd.
Company Address: Room 1101, Building B39, Zone B, Liwang · Lanjia Xincheng, West of Bing 37th Road and South of Ding 48th Road, Kuancheng District, Changchun
Support Email: service@jemsivo.com
Contact Phone: +86 14584631579