RETURNS, REFUNDS AND CANCELLATION POLICY

Thank you for shopping at Jagyjoy. We hope every gift you choose brings joy and warmth to the person you're giving it to. We also understand that sometimes things don't work out as planned. This policy explains how we handle order cancellations, returns, exchanges, and refunds – so you know exactly what to expect.

If you have any questions along the way, please don't hesitate to reach out. We're here to help.

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. Unauthorised returns may be refused or may delay the refund process.

3. Return Eligibility

For change-of-mind returns, the item must:

Be unused, unworn, unwashed, and undamaged;
Be in its original packaging (where reasonably possible);
Include all original parts, accessories, and promotional items; and
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 the item is damaged, defective, incorrect, or otherwise covered by applicable law, we generally cannot accept change-of-mind returns for:

Personalized or custom-made gifts;
Made-to-order items;
Products altered or assembled by the customer;
Clearance or final-sale items clearly marked before purchase;
Gift cards; and
Products that cannot be returned for health, hygiene, or safety reasons after opening, where clearly stated on the product page.

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:

Your order number;
A clear description of the issue;
Photos or videos showing the item and the problem;
Photos of the shipping label and outer packaging (if relevant); and
Confirmation of your delivery address.

After reviewing your request, we will, at your choice, send a replacement, offer an exchange, or issue a refund for the affected item(s). If the problem is confirmed to be our fault or our fulfillment partner's, we will cover the applicable replacement or 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 (damaged, defective, incorrect, or incomplete items): we will provide return instructions and cover authoried return shipping costs.

For change-of-mind returns: you are responsible for return shipping costs. Original shipping fees are non-refundable unless required by law. Any customs duties or import fees already paid 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 our authoried return address.

Please do not send returns using cash-on-delivery or similar services.

7. Return Address

Always contact us for return authoriation and instructions before sending any item back.

Our registered business address is not a return address. The correct return address will be provided after your return request is reviewed and approved.

Items sent to an unauthoried address may be refused, lost, or returned to the sender.

8. Exchanges

Exchanges depend on product availability. Exchanges require that you first return the original item(s) – we cannot send a replacement until we receive and inspect the original item, subject to stock availability.

If the item you would like is out of stock, we may process a refund and suggest placing a new order.

9. Refunds

After we receive and inspect your authoried return, we will notify you whether your refund has been approved.

Approved refunds will cover the purchase price of the eligible returned item(s).

Original shipping fees are refundable only if the return is due to our error, such as a wrong item or defective product. For change-of-mind returns, original shipping costs are non-refundable.

Customs duties, import taxes, or other non-refundable charges imposed by the destination country are not refundable, as these are paid to third parties.

If the return is due to a defective or incorrect item, we will also reimburse any return shipping costs you may have incurred if you did not use our prepaid label.

Approved refunds will normally be issued to your original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may take additional time to reflect the refund in your account.

We generally do not issue refunds to a payment method different from the one used for the original purchase.

10. Late or Missing Refunds

If an approved refund has not appeared after the expected time:

Check your bank or payment account;
Contact your card issuer, bank, or payment provider; and
Contact our customer service team if you still need help.

11. 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 address, failure to collect after multiple delivery attempts, refusal of delivery, or unpaid customs charges:

Applicable return shipping, customs, and handling fees will be deducted from any eligible refund.
If you request re-delivery to a corrected address, you will be responsible for the additional shipping costs.
Refund eligibility will be assessed after the returned package is inspected.

12. Contact and Company Information

If you have any questions about an order cancellation, return, exchange, or refund, please contact us at support@jagyy.com or jagyy1@126.com.

Please do not send returns to our registered address unless instructed by our team. Always contact us first for return authoriation, instructions, and the correct return address.

Thank you for visiting Jagyjoy. We hope you find something beautiful that brings warmth and joy to the moments that matter.