Return Policy
At JoJo Vault, we want every customer to receive their order in good condition. Please read our return, refund, and cancellation policy carefully before placing an order.
Cancellation
We accept order cancellations within 12 hours after purchase, as long as the order has not been processed, packed, shipped, or entered production.
If your order is successfully canceled before processing, you will receive a full refund to your original payment method.
Once an order has already been processed, packed, shipped, or entered production, it can no longer be canceled.
Returns
You may request a return within 3 days after receiving your item.
To start a return, please contact us first at:
Please include your order number, return reason, and clear photos of the item.
If your return request is approved by email, you must ship the return package within 3 days after receiving our approval. Returns sent back without prior approval may not be accepted.
To be eligible for a return, the item must be:
- unused and unworn
- in the same condition as received
- free from scratches, damage, odor, bending, or signs of wear
- returned with the original packaging and any included accessories
Non-Returnable Items
For hygiene, quality-control, and product protection reasons, we do not accept returns for:
- items that have been worn, used, scratched, bent, damaged, altered, or adjusted incorrectly
- items returned without original packaging
- customized, personalized, or made-to-order items
- final sale, clearance, or discounted items marked as non-returnable
- damage caused by improper care, water, sweat, perfume, chemicals, or forced resizing
- normal wear and tear, oxidation, color changes, or minor surface scratches from use
- packages returned due to an incorrect shipping address provided by the customer
- refused or unclaimed packages, unless approved by our support team
Please do not send your return back without contacting us first. Unauthorized returns may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect due to our error.
Original shipping costs, customs duties, taxes, import fees, and transaction fees are non-refundable.
If your order qualified for free shipping, the original shipping cost may be deducted from the refund when applicable.
We recommend using a trackable shipping service. JoJo Vault is not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address during return shipping.
Damaged, Defective, or Incorrect Items
If you receive an incorrect, damaged, or defective item due to our error, please contact us within 3 days of delivery at:
Please include your order number and clear photos of the item and packaging.
After reviewing the issue, we may offer a replacement, partial refund, full refund, or another suitable solution depending on the situation.
Claims submitted after 3 days of delivery may not be accepted.
Refunds
Once your returned item is received and inspected, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be issued to your original payment method within 5–10 business days, depending on your payment provider or financial institution.
We reserve the right to refuse a refund if the returned item does not meet our return conditions.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, size, or style, please return the eligible item first and place a new order after your return is approved.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take time before the refund is officially posted.
If you have completed these steps and still have not received your refund, please contact us at:
Return Address
Please do not send items back without contacting us first.
Once your return request is approved, we will provide the correct return instructions and return address.
Unauthorized returns may not be accepted.
Support
For return, refund, or cancellation questions, please contact:
