Returns & Exchanges

1. Eligibility for Return/Refund

To be eligible for a return or refund, your order must meet the following conditions:

  • The order has an error on our part (the delivered order is not what was ordered, the product is defective, or the product is not as described on our website).
  • The product is unused, unwashed, undamaged by the customer, and still has its original tags.
  • The request is submitted within 30 days of receiving the order.

You must meet all three conditions above to request a return or refund.

2. Timeframes

2.1. Return/Refund for Defective Orders

You have 30 days from the date of receipt to request a return or refund if you meet the conditions on Section 1.

2.2. Order Changes/Cancellations (Before Processing)

You can change order details like size, quantity, shipping address, or cancel your order within 8 hours of placing it. To request a change or cancellation, please contact us at [email protected] for assistance. The full order value will be refunded to the original payment method upon successful cancellation.

3. Accepted and Unaccepted Cases for Return/Refund

To protect the interests of both customers and Jomimart, we have outlined specific cases where returns/refunds are accepted or not. Please read this carefully for a smooth shopping experience.

3.1. Accepted Returns/Refunds

There are three specific cases where returns/refunds are accepted:

You received a defective product: e.g., the shirt is torn, has a hole, the stitching is misaligned, the shirt is stained, or shows signs of discoloration.

The product you received is not as described on the website: e.g., the size doesn't match the size chart or the material is different from what was provided.

The order received is not what was ordered: e.g., incorrect size, wrong style, or an item is missing or there is an extra item.

3.2. Unaccepted Returns/Refunds

We will not accept returns or refunds in the following three cases:

The request for return or refund is submitted after 30 days from the date of receipt.

The product has been worn, used, washed, no longer has its tags, or is damaged by the customer.

The return/refund is for personal reasons (e.g., a change of mind, no longer needing the product, or not liking the product). We encourage customers to research and consider their purchase carefully before placing a order.

4. Return/Refund Process

If you meet the three conditions in Section 1, please send a return/refund request via email to [email protected].

In your email, please clearly state the issue with the order and product, and include photos/videos for verification. You must also provide the order number to help us process your request.

Upon receiving your request, we will process it and verify its eligibility. We may contact you for additional information during this process. Once the request is confirmed as valid, we will email you back with a confirmation and ask you to choose a resolution and provide an updated address (if you wish to change the shipping address for a replacement).

You will have two options:

Replacement: We will send a replacement product to your original address or the updated address you provide. The shipping cost will be covered by Jomimart.

Refund: We will refund the order value to your original payment method. Our processing time for the refund may take up to 24 hours. However, the time it takes for you to actually receive the funds depends on your payment service or bank. Typically, PayPal takes about 1-3 business days, and credit/debit cards take about 3-5 business days.

5. Lost/Missing Orders

If your order has not been delivered after 30 days from the date of purchase, you can request a new order to be sent or a refund.

If your order tracking shows "delivered" but you have not received it, please check your mailbox, look for hidden spots by your door, ask your neighbors if they received it by mistake, and contact your local post office. If you are still unable to locate the package, please contact us for assistance. We will work with the shipping carrier and either send a new order or issue a refund.

6. Disclaimer

You are responsible for providing a complete and accurate shipping address. We are not responsible for orders that fail to be delivered due to incorrect address provided by the customer.

In the case where a customer refuses to accept a package, the order will be returned to us. The customer will receive a refund for the product's value, minus the original shipping cost and cost of the return shipment.

7. Support

This is our complete policy on returns and refunds. If you have any questions or concerns, feel free to reach out to us:

  • Email: [email protected]
  • Phone: (440) 873-7156
  • Support Hours: Mon - Fri, 8:30 AM -  5:30 PM (EDT).

Important Note:

If a customer requests a return/refund for a defective item and meets all the acceptance conditions, the customer does not need to return the defective item to us. Therefore, no return shipping costs will be incurred.

If a customer requests a size exchange, the customer must return the original item to us. In this case, the customer is responsible for the return shipping costs.