Effective Date: June 16, 2026
Company: Guangzhou Ouya Supply Chain Management Co., Ltd.
Brand: Jagyjoy
Website: https://jagyy.com
This Returns and Cancellation Policy is provided by Guangzhou Ouya Supply Chain Management Co., Ltd., the legal entity operating the brand Jagyjoy and the website https://jagyy.com.
Approved refunds are processed under our separate Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.
1. Order Cancellations and Changes
If you need to cancel or modify an order, please contact our customer service team as soon as possible at support@jagyy.com or jagyy1@126.com, and include your order number and the change you’d like to make.
We’ll make every reasonable effort to accommodate your request. However, once an order has entered processing, production, or shipping, we cannot guarantee that changes or cancellations can be made.
Personalized or made-to-order gifts may enter production shortly after order confirmation, so timely changes may not be possible.
2. Return Period
You may request a return within 30 days of delivery for eligible items.
Please always contact us before sending anything back. Unauthorized returns may be refused or may delay the refund process.
3. Return Eligibility
For change-of-mind returns, the item must:
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Be unused, unworn, unwashed, and undamaged;
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Be in its original packaging where reasonably possible;
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Include all original parts, accessories, and promotional items; and
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Be accompanied by valid proof of purchase.
We may refuse a return if the item shows signs of use, damage, alteration, or incomplete packaging not caused by us.
4. Non-Returnable Items
Unless an item is damaged, defective, incorrect, incorrectly produced, materially different from what you confirmed, or otherwise covered by applicable law, we generally cannot accept change-of-mind returns for:
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Personalized or custom-made gifts; and
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Made-to-order items.
Any applicable return restriction will be clearly stated on the relevant product page before purchase. This section does not limit any mandatory consumer rights available under applicable law.
5. Damaged, Defective, Incorrect, or Incomplete Items
We carefully check every gift before it leaves us, but occasionally items may be damaged or affected during delivery.
If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly with:
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Your order number;
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A clear description of the issue;
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Photos or videos showing the item and the problem;
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Photos of the shipping label and outer packaging, if relevant; and
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Confirmation of your delivery address.
After reviewing your request, we will provide an appropriate solution based on the circumstances. This may include replacement parts, a replacement item, an exchange, or a refund for the affected item.
If the problem is confirmed to be our fault or our fulfillment partner’s, we will cover the applicable replacement or authorized return shipping costs.
Please do not discard the item or its packaging while your request is being reviewed unless our customer service team tells you otherwise.
6. Return Shipping
For merchant-responsible returns involving damaged, defective, incorrect, or incomplete items, we will provide return instructions and cover reasonable authorized return shipping costs when a return is required.
For change-of-mind returns, including dissatisfaction with the style or color, ordering the wrong item or variation, or no longer wanting the item, you are responsible for the return shipping costs.
Original shipping fees are non-refundable for change-of-mind returns unless otherwise required by law. Any customs duties, import taxes, brokerage fees, or similar charges paid directly to customs authorities, carriers, or other third parties generally cannot be refunded by us.
We recommend using a trackable shipping method for change-of-mind returns. We are not responsible for items lost or damaged in transit before they reach the authorized return address.
Please do not send returns using cash-on-delivery or similar services.
We do not charge a restocking fee for approved returns.
7. Return Address
Always contact us at support@jagyy.com or jagyy1@126.com for return authorization and instructions before sending any item back.
Once your return request has been reviewed and approved, we will send you an approval email containing the applicable return address and detailed return instructions for your order. The return location may vary depending on the product, order, and customer location.
Our registered business address is not a return address. Please do not send any item to the address printed on the original parcel or to our registered business address unless our customer service team expressly instructs you to do so in writing.
Items sent without prior approval or to an unauthorized address may be refused, delayed, lost, or returned to the sender.
Current return warehouse address:
Attn: Returns Department / RMA: RTN-4821-Q
Warehouse: Pacific Rim Reverse Logistics – Bay 7
11845 SE Alder Creek Way, Suite 210
Portland, OR 97233-4512
United States
8. Exchanges
Exchanges are subject to product availability and review of your request.
Depending on the product, issue, order, and customer location, we may require the original item to be returned before sending a replacement. Please do not return the original item unless our customer service team instructs you to do so.
If a return is required, the approval email will provide the applicable return address and detailed instructions. If the requested replacement is unavailable, we may offer another appropriate solution, such as a refund or the option to place a new order.
9. Incorrect Addresses and Undeliverable Orders
You are responsible for providing a complete and accurate delivery address.
If an order is returned or cannot be delivered due to an incorrect or incomplete address, failure to collect after multiple delivery attempts, refusal of delivery, or unpaid customs charges:
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Actual return shipping and customs costs may be deducted from any eligible refund where permitted by law;
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The original shipping fee, if any, is generally non-refundable;
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If you request redelivery to a corrected address, you will be responsible for the additional shipping costs; and
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Refund eligibility will be assessed after the returned package is received and inspected.
These provisions do not apply where the delivery problem was caused by an error on our part.
10. Refund Reference
Approved refunds are processed under our Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.
11. Contact and Company Information
If you have any questions about an order cancellation, return, exchange, or refund, please contact us at:
Customer Service Emails:
support@jagyy.com
jagyy1@126.com
Customer Service Hours:
Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.
If the phone line is busy, please contact us by email or through the store backend. We will reply as soon as possible.
Telephone number:
+86 135-3422 5932
Store Operator / Legal Entity:
Guangzhou Ouya Supply Chain Management Co., Ltd.
Unified Social Credit Code:
91440101MA5CT62B4B
Registered Business Address:
Room 2507, Building B1 (self-designated), Nansha Wanda Plaza, No. 7 Shuangshan Avenue, Nansha District, Guangzhou, Guangdong 511458, China (Multiple-use address 4, office only)
Current Return Warehouse Address:
Attn: Returns Department / RMA: RTN-4821-Q
Warehouse: Pacific Rim Reverse Logistics – Bay 7
11845 SE Alder Creek Way, Suite 210
Portland, OR 97233-4512
United States
For return-related issues, please do not send returns to our registered address unless instructed by our team. Always contact us first for return instructions, and we will provide the latest return warehouse address.
Jagyjoy is operated by Guangzhou Ouya Supply Chain Management Co., Ltd., which is responsible for the operation of the online store https://jagyy.com, order processing, customer service, and related ecommerce activities.