Return & Refund Policy
Effective Date: November 12, 2026
Last Updated: November 12, 2026
1. Our Return Request Period
Jovsena provides a voluntary return request period of 30 calendar days after delivery for eligible products.
To begin a return, contact us within this period using the email address provided below.
The 30-day period refers to the time allowed to submit your return request, not necessarily the time required for an approved parcel to reach its destination.
Any longer return period or additional remedy required under applicable consumer law will take precedence.
2. How to Request a Return
To request a return, please follow these steps:
- Email service@jovsena.com with your order number and the item you wish to return.
- Explain the reason for your request.
- Include photographs if the product is defective, damaged, incomplete, or incorrect, when reasonably possible.
- Review the return instructions provided by our support team.
- If a physical return is required, send the item to the authorized return destination and retain proof of shipment.
Please contact us before mailing any merchandise.
Returns sent without the appropriate instructions may experience delays.
3. Eligibility for Voluntary Returns
For a change-of-mind return, an item should generally meet the following conditions:
- The return request is made within 30 calendar days after delivery.
- The product has not been used beyond what is reasonably necessary to inspect it.
- The item is in suitable condition for return.
- Relevant accessories and components are included.
- Proof of purchase is available.
Original packaging is helpful when reasonably available, particularly for protecting an item during shipping.
Return eligibility will be assessed fairly and consistently with applicable consumer law.
4. Products Subject to Return Exceptions
Certain categories of products may be excluded from voluntary change-of-mind returns when permitted by applicable law.
Examples may include:
- Goods made to a customer's individual specifications.
- Perishable products.
- Certain sealed hygiene-sensitive goods that have been unsealed.
- Other products subject to a lawful return exception.
An exception applies only where the product and circumstances meet the relevant legal requirements.
These exceptions do not remove statutory remedies for defective, damaged, misdescribed, or otherwise nonconforming products.
5. Return Shipping Costs
For a voluntary return based solely on personal preference or a change of mind, customers generally pay the return shipping cost unless applicable law or the purchase terms require otherwise.
When a product is defective, damaged, incomplete due to our error, or different from what was ordered, we will cover reasonable applicable return shipping expenses or arrange another lawful remedy.
Please contact us before purchasing a return shipping service so that appropriate arrangements can be explained.
6. Restocking Fees
Jovsena does not charge a restocking fee for approved returns.
Any return transportation cost lawfully payable by the customer is separate from a restocking fee.
7. Authorized Return Address
When a return requires shipment, our customer support team will provide the designated return address and appropriate shipping instructions.
The company's registered business address is not automatically an authorized return destination.
Do not send a return to the business registration address unless our support team expressly instructs you to use that location.
Please retain shipment tracking information and postage receipts until your return has been resolved.
8. Return Inspection and Approval
After an authorized return is received, we may inspect the merchandise to confirm its identity and condition.
We will review whether the return meets the relevant eligibility requirements.
If the request is approved, we will explain the refund or other applicable remedy.
If a voluntary return cannot be approved, we will communicate the reason and any available next steps.
Mandatory consumer remedies remain unaffected by our voluntary return eligibility rules.
9. Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
If a different method is legally required or agreed upon in a manner permitted by law, the applicable method will be used.
The amount refunded, including any delivery charges that must legally be returned, will be determined according to the applicable purchase circumstances and consumer laws.
10. Refund Processing Time
Once a refund is approved, we will initiate the refund within 10 business days after refund approval, or sooner if required by applicable law.
The date we initiate the refund may differ from the date the funds appear in your account.
Banks, card issuers, and other payment providers may require additional processing time.
If you have not received a refund after the applicable processing period, contact us with your order details.
11. Order Cancellations
If you need to cancel an order, contact us as soon as possible before shipment.
We will attempt to accommodate cancellation requests before dispatch, but a cancellation cannot always be guaranteed once fulfillment has progressed.
If an order has already shipped, the applicable return procedure or statutory cancellation rights may apply.
12. Exchanges
If you would like a different product variation or replacement item, contact us before sending merchandise back.
Exchanges depend on product availability and the relevant return circumstances.
If a direct exchange cannot be arranged, we may offer another appropriate solution, such as a return followed by a separate purchase.
For defective or nonconforming goods, applicable rights to repair, replacement, refund, or other remedies remain in effect.
13. Defective, Damaged or Incorrect Orders
If your order arrives damaged, defective, incomplete, or inconsistent with the description provided at purchase, please contact us promptly.
We may ask for photographs or other information reasonably necessary to identify and assess the issue.
Depending on the circumstances and applicable law, we will arrange an appropriate remedy, which may include repair, replacement, refund, or another legally available solution.
The voluntary 30-day return period does not limit mandatory rights for faulty or misdescribed goods.
14. Business and Customer Support Information
Operating Company: Wuhan Yunchangtong Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKCJPG750
Company Address: Factory Building 6-1262, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Website: https://jovsena.com
Support Email: service@jovsena.com
Contact Phone: +86 17649127853
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)