Refund policy

RETURNS, REPLACEMENTS & REFUNDS

Effective date: 13 September 2026

Our Return Commitment

juyuetong.com accepts eligible returns requested within 30 calendar days from the date the parcel is delivered.

A returned product should remain in the same condition in which it was received. It must be unused, complete, and accompanied by its original packaging, labels, accessories, and order confirmation.

Starting a Return

Please begin every return by contacting support@juyuetong.com. Include:

• Your order number;
• The product you wish to return;
• A brief explanation of the reason; and
• Photographs if the product is damaged, defective, or incorrect.

Our support team will review the request and send the appropriate return instructions. Do not send a parcel to our registered company address unless our team specifically confirms that address for the return.

Items We Cannot Normally Take Back

For health, safety, or product-integrity reasons, the following items are generally excluded from change-of-mind returns:

• Opened food or perishable products;
• Used personal-care or hygiene products;
• Products with a broken safety seal;
• Customized or personalized products;
• Gift cards;
• Hazardous goods; and
• Products clearly identified as final sale.

These exclusions do not apply when applicable law provides a remedy for a faulty, unsafe, damaged, incorrect, or materially misdescribed product.

Problems on Arrival

If your order arrives damaged, defective, incomplete, or incorrect, notify us promptly. Photographs of the product, outer packaging, and shipping label may be required so that we can investigate.

Once confirmed, we may issue a replacement, refund, or other suitable resolution. Where we made the error, we will also cover reasonable return shipping expenses.

Change-of-Mind Returns

Customers are responsible for the return shipping cost when an eligible product is returned because of personal preference or a change of mind. We recommend using a trackable return service.

Refund Method and Timing

Approved refunds are sent back to the payment method originally used for the order. After we issue the refund, the bank or payment provider may require approximately 5–10 business days to display it.

Original delivery fees are not normally refundable unless the order problem was caused by us or a refund is required by law.

Changes and Cancellations

If you need to change or cancel an order, email us immediately. We will try to assist, but an order cannot normally be changed or cancelled once packing or shipping has begun.

Store Operator

HONG KONG JUYUETONG CO., LIMITED
juyuetong.com
support@juyuetong.com
+852 9690 5272