At Joolyoo store, customer satisfaction is our top priority. We understand that a successful online shopping experience depends on transparency and trust, which is why we have crafted a flexible and fair return and exchange policy that guarantees your rights and makes your shopping experience with us comfortable and reliable.
To ensure your return or exchange request is accepted, please make sure the following conditions are met:
Return requests must be submitted within a maximum of 7 days, and exchange requests within 14 days from the date of receiving the product.
The product must be in its original condition as received, unused, and in its original packaging.
All accessories, promotional gifts, and product tags must be included.
The original purchase invoice or order number must be provided.
For public health and hygiene reasons, we regret that we cannot return or exchange the following categories (unless there is a manufacturing defect):
Underwear and swimwear.
Personal care and beauty products.
Products that have been modified or customized based on a special request from the customer.
Products that have lost their sealed packaging or had their security seal broken.
At Joolyoo, we strive to make the process as simple as possible by following these steps:
Contact our customer service team via email or the store's WhatsApp.
Provide us with the order number, the name of the product to be returned, and the reason for return, along with photos of the product.
Once preliminary approval is granted, you will be provided with a shipping label or directed to the nearest drop-off point.
After the product reaches us and is inspected, you will be notified of the inspection result and final request approval.
If the return request is accepted, the refund will be processed according to the original payment method:
Credit Cards / Electronic Payment: The amount will be refunded to the bank account within 7 to 14 business days (duration depends on the card issuer's policy).
Cash on Delivery: The amount will be transferred via bank transfer to the customer's account or as store credit, within 5 business days of product inspection.
If the reason for return is a store error or a manufacturing defect, Joolyoo store will cover all shipping costs.
If the customer wishes to return due to a change of mind or choosing the wrong size (despite measurements matching the website), the customer bears the return shipping costs and the original shipping fees.
If you receive a damaged product or one different from what you ordered, please contact us within 24 hours of receipt. We will arrange an immediate free replacement for you and ensure the correct product arrives as soon as possible at no additional cost.
Our team is always happy to serve you and answer your policy-related inquiries through the following means:
Email: [email protected]
Technical Support WhatsApp: +966XXXXXXXXX
Or via the Contact Us page directly on the website.
At Joolyoo, we reserve the right to update this policy at any time to ensure improved service levels and protect the rights of both parties.
