Refund policy
JELIMATE Shipping & Return Policy
1. Standard Return & Refund Terms
We uphold a customer-friendly after-sales policy withzero service fees for eligible returns and provide a 100% quality guarantee for all products.
1.1 Return Time Limit
Customers may apply for returns or exchanges within 7 calendar days of receiving the products. No non-quality-related return requests will be accepted after this period. Only in-stock items are eligible for returns. Custom-made products are final sales and non-refundable.
1.2 Non-Returnable Items (Final Sales)
The following items are strictly final sales and cannot be returned or exchanged:
-
Customized and personalized products
-
Discounted promotional items and gift cards
Note: Any used or photographed invisible models are ineligible for refunds. Please package all returned items properly to avoid transit damage.
1.3 Return Inspection Standards
All returned products must be brand new, unused, unwashed, free of stains or damage, and returned with original tags, complete accessories and original packaging. Our warehouse will conduct a strict inspection upon receipt. We reserve the right to reject refunds for items with transit damage, artificial damage, usage traces, missing accessories or damaged packaging that affect resale. The customer shall bear all relevant costs for rejected returns.
1.4 Quality Defect Policy
If you receive defective, damaged, incorrect or faulty products, please inspect the package immediately and collect photo/video evidence within 7 calendar days of delivery. Submit relevant evidence to our customer service email jelimate002@outlook.com and file a claim with the courier if necessary. We will review your request and respond within 24 hours.
Items with confirmed quality defects are eligible for full refunds or free replacements. Custom products do not support non-quality returns and are only eligible for replacement if damaged during transit or with manufacturing defects.
2. Exclusive EU Policy (Compliant with EU 2023/2673 Regulation)
The following terms shall prevail over standard return policies for all orders delivered to EU member states, fully complying with the latest EU consumer protection directives and the one-click revocation rule effective June 19, 2026.
2.1 14-Day Cooling-Off Period
EU customers are entitled to a statutory 14-day cooling-off period starting from the date of product receipt. You may cancel your order or return items within this period without providing any reason. If the final day of the cooling-off period falls on a weekend or public holiday, the deadline will be extended to the next working day.
Compliance Provision: We provide a simplified revocation channel for EU orders. Customers can complete return or cancellation applications within two steps, with timestamped system receipts for full compliance records.
Important Compliance Notice: Failure to fully inform customers of statutory return rights will extend the cooling-off period to 12 months plus 14 days in accordance with EU regulatory requirements.
2.2 EU Return Requirements
All items returned within the cooling-off period must be unused, undamaged, intact with original tags and packaging, and accompanied by valid purchase receipts or order proof.
2.3 EU Return Exemptions
In accordance with EU regulations, the following items are excluded from the 14-day unconditional return policy: perishable goods, customized products, opened sealed goods, hazardous goods, flammable liquids/gases, promotional items and gift cards.
3. Global Standard Return Procedure
1. Prior Application: All returns require advance application via our official email jelimate002@outlook.com to obtain a valid RMA number and official return instructions. Any returns sent without prior approval and an RMA number will be rejected.
2. Packaging & Shipping: Repack items securely in original boxes with all tags and accessories intact. Customers are responsible for selecting and covering the cost of trackable shipping services to avoid loss or damage during transit.
3. Return Address: All returns must be shipped to the designated address: R511, 5th Floor, D Bld, Xinglongfu Maker Park, No. 75 Yousong Rd, Longhua District, Shenzhen, China
4. Approval Notification: Once your return request is approved, we will send you an official return shipping label and detailed delivery guidelines via email.
4. Refund Processing & Timeline
1. Processing Time: We will complete inspection and refund processing within2 business days after receiving and verifying your returned items. You will receive an email notification once the process is completed.
2. Refund Method: All refunds will be issued via the original payment method. Non-quality returns will deduct actual shipping and handling fees. Full refunds are guaranteed for confirmed quality defects with no additional charges.
3. Arrival Time: PayPal refunds are processed instantly. Bank card refunds may take 1–10 business days to arrive, subject to the processing timeline of your issuing bank.
4. Claim Deadline: All return and claim requests must be submitted within 7 days of delivery for non-EU orders and within the 14-day cooling-off period for EU orders. All losses and fees caused by overdue applications shall be borne by the customer. Please contact us via official email if you do not receive your refund within 15 business days after approval.
5. Exchange Policy
For faster order fulfillment, we recommend our return-and-repurchase process: submit a return application, complete the refund process, and place a new order for your desired items. Free direct exchanges are only available for products with verified quality defects or shipping errors.
6. General Provisions
1. This policy applies to all global orders. For EU-bound orders, statutory EU consumer regulations shall prevail in case of any conflict with standard terms.
2. We strictly comply with EU regulatory standards to ensure full process compliance and eliminate legal risks.
3. For all after-sales inquiries and support, please contact our official customer service email: jelimate002@outlook.com.
.rte li { list-style: initial; }