RETURNS


Our policy lasts 30 days. If 30 days have gone by since you receive the package, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be regular-priced and must be unused and in the same condition that you received it. It must also be in the original packaging.

Once orders are shipped, we are unable to reroute deliveries and we cannot issue a refund while the package is in transit. We are not responsible if you provide an incorrect or incomplete shipping address. 

Please make sure all your shipping details are correct. Orders that are returned because of an invalid address may incur an additional shipping charge if they are reshipped. Orders that are unclaimed after holding period and returned will be deducted a $7.99 restocking fee if they are requested to be refunded.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 60 days after delivery 

    Refunds (if applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Refunds may only be issued to the credit or PayPal account used to make the original purchase.  

    Processing Time

    It will take 3-5 business days for our warehouse to process your refund once we receive it. The transaction process may take another 3-5 business days depending on the credit card company you are using. We will be sure to send an email out to you as soon as your return has been processed.

    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@jolimoon.com.

    Sale items (if applicable)

    "Final Sale" items can’t be returned or exchanged for any reason.

    Exchanges (if applicable)

    We only replace items if they are defective or damaged. If you have received a damaged or incorrect item, send a photo of the damaged part or the wrong item you received, along with your order number. After we have verified your claim, our staff will send you a replacement for free. 

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping

    To return your product, you should mail your product to #134-Floor 18450 Southwest Marine Drive, Marine Gateway, Vancouver, BC V5X 4V2.

    Please note that shipping costs and any duties or fees are not refundable. You will be responsible for paying for your own shipping costs for returning your item.

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.