Política de reembolso

Last updated: 30 September 2026

This policy applies to purchases from JoJo Shop, operated by PROPITIOUS TRADING COMPANY LIMITED. Mandatory consumer rights take priority over any less favourable provision of this policy.

Cancelling an order before dispatch

To request cancellation before dispatch, email shopify@jpjeweler.com within 24 hours of placing your order. Include your order number and use “Cancellation Request” in the subject line. We use the time your message is received, not the time our team replies, to determine whether you contacted us within this period.

If we receive your cancellation request within 24 hours and the order has not been dispatched, we will cancel the requested items and refund the amount paid for them, including delivery or import handling charges that no longer apply, less the cancellation handling fee described below where it applies. After 24 hours, please contact us promptly; we will try to stop any order that has not yet been dispatched. If it has already been dispatched, the applicable return procedure will apply. This operational window does not replace a statutory right to cancel or withdraw.

For an eligible customer-requested voluntary cancellation outside the European Union and United Kingdom, we charge a cancellation handling fee of 6.5% of the amount being cancelled plus USD 0.30, only where permitted by applicable law and disclosed before purchase. For a full cancellation before dispatch, the calculation base is the total amount paid for the order. For a partial cancellation, only the amount attributable to the cancelled portion is used. The exemptions and calculation rules below apply. This is a fee set by JoJo Shop, not a mandatory fee imposed on customers by Shopify.

If we cancel your order because we cannot fulfil it, we will refund all amounts paid for the cancelled goods and any associated delivery charges that are no longer applicable.

Our 15-day return request window

You may notify us that you wish to return an eligible item within 15 calendar days after you receive it. The window starts on receipt, not on the order or dispatch date. For split deliveries, applicable statutory rules take priority in determining when a withdrawal period begins.

We accept returns for a change of mind as well as claims concerning damaged, defective, incorrect or misdescribed goods. For a change-of-mind return, keep the item unused apart from reasonable inspection, undamaged, and complete with its accessories and tags. Return the original packaging where reasonably available. Opening a package to reasonably inspect an item is not, by itself, a reason to refuse an eligible return. These conditions do not restrict remedies for defective or misdescribed goods.

The 15-day window does not end or shorten any applicable legal guarantee, warranty right, or longer statutory remedy period.

How to request and send a return

1. Email shopify@jpjeweler.com with your order number, the item you wish to return and your requested resolution. Please explain any defect or delivery problem. You do not need to justify a statutory change-of-mind withdrawal.
2. Provide reasonable proof of purchase. For a damaged, defective or incorrect item, please provide relevant photographs or other available evidence to help us assess the issue. An unboxing video is not a mandatory condition for exercising statutory rights.
3. Contact us before sending goods so we can identify your order and provide return instructions. We respond within 1–2 business days. Our confirmation verifies the return details against this policy; it is not a discretionary right to refuse an otherwise eligible return. We use the time you send your return notification to assess the 15-day request window. A valid statutory withdrawal is not conditional on our approval, and our response time does not shorten your legal return period.
4. Send the item to the Guangzhou return address below. For voluntary returns, dispatch it within 14 calendar days after we issue return instructions. For statutory returns, the applicable legal deadline applies.
5. Package the goods securely, include the order number, and retain proof of posting. A tracked service is recommended. Share the tracking number if available.

Return address

JoJo Shop — Returns

Room 306, Building 2, Dongping Yunshan Science and Innovation Park,

Yongping Subdistrict, Baiyun District,

Guangzhou City, Guangdong, China

Recipient: Jingfu Chan

Warehouse telephone for return deliveries: +86 13763066553

We provide the confirmed postal code and any additional carrier-required mailing details in our return instructions.

Customer service telephone: +852 5532 0582

Returns are sent to China. The Hong Kong company address is not our return warehouse. Contact us for the correct return instructions rather than using a different address printed on the outgoing package.

Return costs and refund amounts

For eligible voluntary change-of-mind returns outside the European Union and United Kingdom, a refund handling fee of 6.5% of the otherwise refundable amount plus USD 0.30 applies, only where permitted by applicable law and disclosed before purchase. No additional restocking fee applies. Exemptions are set out below.

Reason for return	Return shipping to Guangzhou, China	Other return fees
Voluntary change of mind outside the EU and UK, where the fee is legally permitted	Customer pays direct return postage, except where applicable law requires us to pay	6.5% of the otherwise refundable amount plus USD 0.30
EU/UK change-of-mind return	Customer pays direct return postage where properly disclosed and legally permitted	None
Confirmed defect, damage, incorrect item or material misdescription for which we are responsible	We provide a prepaid return arrangement or reimburse reasonable necessary postage	None

For a change-of-mind return, you arrange and pay for the return label or postage. The amount depends on the carrier, parcel size, weight and origin country. Obtain a quote for return shipping to China before sending the parcel. For goods that cannot normally be returned by post, we provide an applicable return-cost estimate before purchase.

For an eligible change-of-mind return, the amount otherwise refundable is the purchase price paid for the returned goods, including applicable taxes we collected on those goods, plus any merchant import handling fee paid for those returned goods and any outbound delivery charge that must be refunded. We then deduct the refund handling fee above only where it lawfully applies. Amounts that the law requires to be refunded without deduction are not reduced by this fee. The original outbound delivery charge is not refunded except where required by applicable law. For a valid EU/UK withdrawal from the whole order, we also refund the least expensive standard outbound delivery charge; any premium for a more expensive service is treated as permitted by law. Delivery-charge treatment for a partial withdrawal follows the applicable law and the delivery service retained.

For a confirmed problem for which we are responsible, we provide the refund or other remedy required by law, including applicable original delivery charges and necessary return costs. We do not deduct a processing fee or require you to accept store credit instead of a refund where a refund is due.

No undisclosed outbound postage will be deducted from an order advertised with no outbound postage charge. A legally permitted deduction for diminished value caused by handling beyond reasonable inspection will be explained and supported; it is not an administrative fee. Nothing in this policy permits a deduction prohibited by applicable law.

Handling fee calculation and exemptions

The fee is charged once on the same cancelled or returned amount: we do not charge both a cancellation fee and a refund handling fee for the same amount. The USD 0.30 component applies once per cancellation or return request, not once per item. Splitting our processing of one request into multiple refund transactions does not multiply this fixed component.

For a partial return, the calculation base excludes the goods you keep and any original outbound delivery charge that is not refundable. For a non-USD order, the USD 0.30 component is converted using the exchange rate applied to the original order at checkout. The deduction cannot exceed the otherwise refundable amount. We provide an itemised refund calculation.

Example: if the otherwise refundable amount is USD 100 and the handling fee is permitted, the fee is USD 6.80 (USD 100 × 6.5% + USD 0.30), leaving a refund of USD 93.20. Any change-of-mind return postage you pay to your chosen carrier is separate.

No cancellation or refund handling fee applies to:

1. Orders delivered to the European Union or United Kingdom, including statutory withdrawals and eligible returns under our 15-day policy.
2. A statutory cancellation or refund for which such a deduction is prohibited by applicable law.
3. Cancellation by us because we cannot fulfil the order.
4. A refund for a confirmed defect, damage, incorrect item, material misdescription, non-delivery or other failure for which we are responsible.

If a handling fee was not disclosed before you purchased, we do not add it retrospectively. Our payment-provider or platform costs do not override any exemption or mandatory consumer right.

Damaged, faulty, incorrect or missing goods

Contact shopify@jpjeweler.com as soon as you become aware of a problem. We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund. We will not make the customer bear the necessary return cost for a confirmed problem for which we are responsible.

Keep relevant packaging and evidence where reasonably possible. Missing original packaging alone does not remove statutory rights for defective goods. Do not send an unsafe or leaking item through the post; contact us for suitable instructions.

Refund processing

We inspect returned goods and communicate the outcome within 7 calendar days after receipt. Once approved, we initiate the refund within 3 calendar days. Our normal combined inspection and refund-initiation period is therefore no more than 10 calendar days after receipt, subject to any earlier statutory deadline. We do not use internal approval steps to delay a refund beyond a legal deadline.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to display the credit; its posting time varies by payment method. If the credit has not appeared within 10 business days after our refund confirmation, contact us so we can trace it. The 10-business-day contact point is not a guaranteed bank posting time. Bank posting is separate from our processing and does not extend a statutory deadline for us to issue a refund.

We explain any refusal or legally permitted deduction in writing. Contact us if you need help tracing a refund. For a cancellation that does not involve a return, we initiate the refund within 3 calendar days after confirming the cancellation, or sooner where required by law.

European Union and United Kingdom customers

Where the statutory distance-selling withdrawal right applies, you may withdraw without giving a reason within 14 calendar days after receiving the goods, subject to legally permitted exceptions. Our 15-day voluntary notification window does not reduce this right. After notifying us of a statutory withdrawal, return the goods within the applicable 14-day return period. You may inspect the goods as you reasonably could in a shop; liability for diminished value applies only where permitted for handling beyond what is necessary.

For EU statutory withdrawals, we reimburse the amounts required by law within 14 days of receiving the withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or receive evidence that they have been sent back, whichever occurs first. For UK statutory withdrawals, we reimburse within the applicable statutory deadline, generally 14 days after receipt of the goods or earlier evidence of return, subject to the applicable collection rules. No cancellation or refund-processing fee is charged for these statutory withdrawals.

Any statutory exception, such as genuinely personalised goods or certain unsealed hygiene products, applies only where legally available and clearly disclosed before purchase. An exception for a change-of-mind return never removes a remedy for faulty or misdescribed goods.

To notify us of withdrawal, you may email any clear statement, or use this optional format:

“To PROPITIOUS TRADING COMPANY LIMITED, shopify@jpjeweler.com: I give notice that I withdraw from my purchase of [goods], order number [number], ordered on [date] and received on [date]. Customer name: [name]. Customer address: [address]. Notice date: [date].”

Other mandatory consumer rights

This policy does not exclude non-excludable rights in your country. Where Australian Consumer Law applies, our goods come with guarantees that cannot be excluded. Available remedies depend on the nature of the failure; the 15-day voluntary window does not limit those guarantees.

Contact

shopify@jpjeweler.com

PROPITIOUS TRADING COMPANY LIMITED

1/F CMA BLDG 64-66 CONNAUGHT RD CENTRAL HK