Return and refund policy

At Jomvorino, your peace of mind is important to us.

We are committed to providing a smooth, transparent, and fair return and refund process so you can shop with confidence.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must:

  • Be in the same condition as when it was received

  • Be unused, unworn, and unaltered

  • Include the original tags, if applicable

  • Be returned in its original packaging

  • Be accompanied by a receipt or proof of purchase

2. How to Start a Return

To request a return, please contact us:

Email:
support@jomvorino.com

Customer Support Phone:
+1 (424) 360-2033

If your return request is approved, we will provide detailed return instructions, including the appropriate return address and shipping requirements.

Important:
Items returned without prior authorization will not be accepted.

Please do not send returned products directly to our registered business address unless our customer support team specifically instructs you to do so.

3. Return Shipping Fees

Quality-Related Issues

If the return is due to a defective, damaged, or incorrect item, Jomvorino will cover the applicable return shipping costs.

Personal Preference Returns

If the return is due to a change of mind, ordering the wrong item, or personal preference:

  • The customer is responsible for the return shipping costs

  • Original shipping charges are non-refundable

4. Damages and Order Issues

Please inspect your order as soon as it is delivered.

If your item arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible so we can review the issue and provide an appropriate resolution.

To help us process your request efficiently, please include:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the item and packaging

5. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Custom-made or personalized products

  • Personal care or hygiene-related products

  • Hazardous materials, flammable liquids, or gases

  • Final-sale items

  • Gift cards

Please contact us before purchasing if you are unsure whether a specific product is eligible for return.

6. European Union 14-Day Cooling-Off Period

For eligible orders shipped to the European Union, customers have the right to cancel or return an order within 14 days of delivery without providing a reason, subject to applicable consumer protection laws.

To qualify:

  • The item must be unused and in its original condition

  • The item must be returned in its original packaging

  • A receipt or proof of purchase must be provided

  • Return shipping costs may apply unless the return is due to a defective, damaged, or incorrect product

This section does not affect any additional rights available under applicable consumer protection laws.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

  • The refund will be issued to your original payment method

  • Please allow up to 10 business days for the refund to be processed

  • Your bank or card issuer may require an additional 3–5 business days to post the refund to your account

If more than 15 business days have passed since your refund was approved, please contact us:

Email:
support@jomvorino.com

Customer Support Phone:
+1 (424) 360-2033

8. Our Commitment to Resolution

If you have any concerns, complaints, or disputes regarding an order, we encourage you to contact us first:

Email:
support@jomvorino.com

Customer Support Phone:
+1 (424) 360-2033

We aim to acknowledge customer inquiries within 48 hours and work toward a fair resolution within 7–14 business days.

9. Business Information

Brand Name:
Jomvorino

Legal Entity:
EAST MARTIN HONGKONG LIMITED

Registered Address:
2/F, 203C, HANKOW CENTRE
5-15 HANKOW ROAD
TSIM SHA TSUI, HONG KONG

Please note that this registered address may not be the designated return warehouse.

Customers must contact our support team and receive return authorization before sending any products. Returns sent directly to the registered business address without prior approval may not be accepted.