Return and Refund Policy

Last updated: September 11, 2026

Thank you for shopping with JINMANO. This policy explains our return eligibility requirements, return shipping responsibilities, refund procedures, and how we handle damaged, defective, missing, or incorrect products.

Nothing in this policy limits or excludes any mandatory consumer rights available under the applicable laws of the customer's country or region.

1. Return Request Period

Except for products excluded from voluntary returns under this policy, you may contact us to request a return within 30 calendar days of delivery.

If items from the same order are delivered separately, the return period will generally be calculated from the date the relevant item was delivered, unless applicable law requires otherwise.

Voluntary return requests submitted after 30 days may not be accepted. This time limit does not restrict claims concerning defective products, warranty coverage, or mandatory consumer rights under applicable law.

2. Voluntary Return Eligibility

For voluntary returns resulting from a change of mind, ordering the wrong product, or another reason unrelated to product quality, the product should generally:

• Be unused, uninstalled, unwired, unassembled, unmodified, and not damaged by the customer
• Remain in a condition suitable for resale
• Include its original packaging, accessories, instructions, labels, gifts, and other included items
• Be accompanied by an order number, proof of purchase, or other valid purchase record
• Have received return authorization from us

These conditions will not unreasonably restrict a customer's right to inspect a product to determine its nature, characteristics, and functionality or any mandatory rights provided by applicable law.

3. How to Request a Return

To request a return:

1. Email us at balsamopjoc@gmail.com.
2. Provide your order number, the purchaser's name, the product you wish to return, and the reason for the return.
3. If the product is damaged, defective, incomplete, or incorrect, include clear photographs or videos.
4. Wait for our team to review the request and provide return authorization, a return address, and instructions.
5. Send the product to the address provided by our customer service team.
6. Keep the tracking number and shipping receipt until the refund has been completed.

Unauthorized returns may not be identifiable or processable.

Do not return a product to the address shown on the original shipping label. The original shipping address may not be our authorized returns facility.

4. Return Address

Approved returns may need to be sent to our designated returns facility in China or an authorized overseas returns facility. The applicable address will be provided after the return request is approved.

Do not select a return address independently or send a cash-on-delivery shipment. Unauthorized shipping charges, customs duties, storage charges, or other expenses may be the sender's responsibility.

5. Change-of-Mind Return Shipping

If the return results from a change of mind, ordering the wrong product, no longer needing the product, or another reason unrelated to product quality:

• The customer is generally responsible for return shipping costs
• We recommend using a trackable shipping service with appropriate insurance
• The customer must package the product securely to prevent damage during return transit
• Cash-on-delivery returns must not be used without our prior written approval
• Express shipping charges, remote-area surcharges, and other optional delivery charges from the original order are generally non-refundable unless applicable law requires otherwise

For customers in the United Kingdom, European Union, or another jurisdiction providing a statutory withdrawal right, eligible standard outbound delivery costs will be refunded as required by applicable law. Additional amounts paid for express or premium delivery are generally non-refundable.

For bulky or oversized products where the customer is responsible for return shipping, an estimated return cost will be disclosed on the product page, in a pre-purchase quotation, or before checkout. Actual return costs may vary according to the destination, dimensions, weight, and shipping method.

6. Damaged, Defective, Missing, or Incorrect Products

Please contact us promptly if:

• The product was damaged during shipping
• The product has a manufacturing defect
• You received a product different from the one ordered
• Major components or accessories are missing
• The product is materially different from its description

To preserve evidence and help us submit a carrier claim, please contact us within 48 hours of delivery whenever possible and provide:

• Photographs or videos of all sides of the outer packaging
• A photograph of the shipping label
• Photographs or videos showing the damage or defect
• Photographs of the internal packaging and protective materials
• Your order number and a description of the problem

Reporting a problem after 48 hours does not automatically remove any rights available under applicable law, but it may affect the availability of shipping evidence and the carrier's claim process.

If we confirm shipping damage, a manufacturing defect, an incorrect item, or a material difference from the product description, we will provide an appropriate remedy, which may include repair, replacement parts, replacement, return and refund, or another suitable solution. We will cover necessary return shipping costs for an eligible claim.

7. Products Excluded From Voluntary Returns

Unless the product is defective or applicable law requires otherwise, the following products are generally excluded from change-of-mind returns:

• Customized, personalized, or specially manufactured products
• Products that have been installed, wired, fixed in place, assembled, modified, or visibly used
• Products damaged through misuse, incorrect installation, accident, negligence, or unauthorized repair
• Products missing major components, accessories, or original packaging where this materially affects resale
• Gift cards and other non-refundable digital products
• Products clearly marked “Final Sale” or “Non-Returnable,” to the extent permitted by applicable law

These exclusions do not remove any legal rights concerning defective, incorrect, or misdescribed products.

8. Inspection and Refund Amount

After receiving a returned product, we will inspect the product, packaging, accessories, and other included items.

Eligible products will be refunded according to this policy. To the extent permitted by applicable law, we may reduce the refund to reflect diminished value resulting from handling beyond reasonable inspection, installation, damage, modification, missing accessories, or incomplete packaging.

We will not reject a statutory return solely because the customer opened the packaging or reasonably inspected the product.

9. Refund Method and Timing

After the return has been approved and inspected, we will email you with the refund decision.

Refunds will be issued to the original payment method. We normally initiate an approved refund within 10 business days after receiving the returned product or valid evidence that it has been sent, and no later than the deadline required by applicable law.

After we initiate the refund, your bank, credit card company, or payment provider may require an additional 5–10 business days to display the funds in your account. The exact timing is determined by the payment provider.

Refunds are processed in the original transaction currency. We generally cannot control differences caused by exchange-rate movements, bank conversion rates, or payment-provider fees.

10. Original Shipping Charges, Duties, and Taxes

For voluntary returns unrelated to product quality, original shipping charges are generally non-refundable. Where the laws of the United Kingdom, European Union, or another jurisdiction require a refund of eligible standard delivery costs, we will comply with those requirements.

Customs duties, import taxes, VAT, clearance charges, or brokerage fees paid directly by the customer to customs authorities, shipping carriers, or other third parties generally cannot be refunded by us. The customer may need to request reimbursement from the relevant customs or tax authority.

If duties or taxes were collected by us at checkout, the refundable amount will be determined according to the order record, Shopify payment information, and applicable law.

11. Exchanges

Please contact us before requesting an exchange so that we can confirm availability and eligibility.

For exchanges unrelated to product quality, the customer is generally responsible for the cost of returning the original product and shipping the replacement. For a confirmed defective, damaged, or incorrect product, we will cover the necessary exchange shipping costs.

For faster service, we may recommend returning the original product and placing a new order.

12. Refused, Unclaimed, and Incorrect-Address Returns

If a shipment is returned because the customer refused delivery, failed to complete customs clearance, did not pay import charges, provided an incorrect address, failed to collect the package, or was unavailable after repeated delivery attempts, we will process any eligible refund after the returned shipment has been received and inspected.

To the extent permitted by applicable law, original shipping costs, return shipping costs, customs duties, storage charges, carrier handling fees, and other actual expenses may be deducted from the refund.

These situations are also governed by our Shipping Policy.

13. Order Cancellations

If you need to cancel an order, contact us as soon as possible at balsamopjoc@gmail.com.

We will make reasonable efforts to cancel an order before it enters production, processing, or shipping. Once an order has been dispatched, we may be unable to intercept the shipment. The customer may still request a return or exercise any statutory withdrawal rights under this policy and applicable law.

Customized, personalized, and made-to-order products may not be cancellable once production has started. This does not affect claims concerning defective products or mandatory statutory rights that cannot legally be excluded.

14. Delayed Refunds

If we have notified you that a refund was completed but it has not appeared in your account:

1. Check the original payment account again.
2. Contact your credit card company or payment provider.
3. Contact your bank to confirm the refund status.
4. If you have completed these steps and still have not received the refund, email balsamopjoc@gmail.com.

15. Contact Us

For questions regarding returns, exchanges, or refunds, please contact us:

Email: balsamopjoc@gmail.com
Brand: JINMANO
Business hours: Monday–Friday, 9:00 a.m.–6:00 p.m. China Standard Time (UTC+8)
Typical response time: 1–2 business days