Return & Refund

At Julomart, we are committed to providing quality products and a satisfying shopping experience. Below is our return and refund policy to help you understand your rights and how to request support when needed.

1. Eligible Cases for Returns & Refunds

We accept return or refund requests under the following circumstances:

  • The received product is significantly different from the description on our website (clear discrepancies in size, color, or material).
  • The product is defective or damaged due to manufacturing or during transit.
  • The received order is incorrect (missing items, wrong items shipped).
  • The order is lost during shipping and confirmed by the shipping carrier.
  • The customer changes their mind and no longer wants the product (within 32 days of delivery). In this case, only exchanges are accepted—refunds will not be issued. The product must be unused, in original condition and packaging. All two-way shipping costs for the exchange are the responsibility of the customer.

For all other eligible cases (e.g., wrong, damaged, or defective items), you are not required to return the faulty item, and no return shipping fees will be charged.

2. Ineligible Cases for Returns & Refunds

Unfortunately, we are unable to accept return or refund requests in the following cases:

  • The request is submitted more than 32 days after the delivery date.
  • The product has been used or washed (applicable to Christmas tree skirts and throw pillow covers).
  • The product is missing original tags, labels, or packaging (if applicable).
  • The product is damaged due to misuse, negligence, or improper care.

3. Exchanges for Change-of-Mind Requests (No Refund)

If you change your mind and wish to exchange your product for another item, we are happy to assist you. However, please note that refunds are not offered in these cases.

To request an exchange, please follow the steps below:

Step 1: Send an email to [email protected] within 32 days of delivery, clearly stating:

  • Your Order ID
  • The reasons for the exchange (e.g., changed mind)
  • The item you would like to receive instead (if applicable)
  • Please attach clear photos of the product and its original packaging to confirm that the item is unused and eligible for exchange.

Step 2: Wait for confirmation from our support team. We will review your request, examine the photos, and confirm eligibility. If approved, we will provide instructions and details for the exchange.

Step 3: Return the product to the following address (provided upon request approval): Julomart Returns Department. Our support team will provide the correct return address once your request is approved.

Important Guidelines:

  • The product must be unused, undamaged, and in its original packaging.
  • The customer is responsible for all two-way shipping costs (for returning the original item and shipping the new exchanged item).
  • We recommend using a trackable shipping method to avoid lost returns.
  • Once we receive and inspect the returned product, we will process your exchange and ship the new item.
  • Refunds are not offered for change-of-mind cases. Only exchanges are allowed.

4. Conditions for a Valid Return or Refund Request

To be eligible for return processing, your order must meet the following conditions:

  • The issue falls within one of the accepted cases listed above.
  • The product is unused, undamaged, and in its original packaging (if applicable).
  • The return or refund request is submitted within 32 days from the date of delivery.

5. How to Submit a Return or Refund Request

If you believe your order has an issue and needs support, please follow the steps below:

Step 1: Verify whether your order qualifies for return or refund under our policy.

Step 2: Send an email to [email protected] within 32 days of receiving your order. Your email must include the following:

  • Order ID
  • Description of the issue
  • Clear photo(s) and/or video(s) showing the product problem

Step 3: After verification, we will proceed with one of the following resolutions, depending on your preference and the specific situation:

  • Send a replacement product at no extra cost to you (Julomart covers all shipping fees) or
  • Issue a full refund, including any original shipping fees.

We are committed to processing refunds within 24 hours after your request is approved. However, the actual time for the refunded amount to appear in your account may vary depending on your bank or payment provider—typically between 3–7 business days.

6. Customer Responsibility

While your return or refund request is being reviewed, please store the product safely and avoid using, washing, or damaging it. Providing accurate and honest information will help us resolve your issue quickly.

In cases where you change your mind, you are responsible for all two-way shipping costs (for returning the product and receiving the new/exchanged item). Items must be returned in unused and original condition for the refund to be approved.

7. Important Note

This return & refund policy does not apply to order cancellations. If you wish to cancel or change your order, please refer to our Cancellation Policy.

8. Customer Support

If you have any questions regarding returns or refunds, please contact us:

  • Email: [email protected]
  • Working Hours: Monday – Friday, 8:30 AM – 5:30 PM (Central Time)