At Jo Beauty, we value our customers and are committed to providing high-quality beauty products and exceptional service. Our goal is to ensure you are fully satisfied with your purchase. However, in the rare event that something goes wrong with your order, our refund and exchange policy provides clear guidelines on how to address these issues.

1. Eligibility for Refund

Refunds are available only in the case where the product you receive is different from what you ordered. In such instances, we will cover all expenses, including the return shipping, ensuring the process is as seamless as possible for you. Please note the following conditions for eligibility:

  • Incorrect Product Received: If the product you received differs from your original order (e.g., wrong shade, size, or type), we will accept the return and initiate a refund or exchange.

  • Product Condition: The product must be returned in its original, unused, and unopened condition. This includes the original packaging and any protective seals that were intact at the time of shipment.

  • Proof of Purchase: To process the refund, you must provide proof of purchase, such as an order confirmation or receipt.

2. Process for Returning Goods

To initiate a refund, the following steps must be taken:

  • Contact Us: Reach out to our customer support team within 7 days of receiving the incorrect product. You can contact us via email, phone, or Instagram message. Our customer support team will assist you in resolving the issue promptly.

  • Return Authorization: Our team will issue a return authorization and provide you with a return shipping label for the product. The return shipping cost will be fully covered by Jo Beauty, as long as the product is indeed incorrect.

  • Return Shipping: Once the return shipping label is received, carefully pack the product, ensuring it is in the same condition as when you received it. Ship it back to us using the provided label.

3. Refund Process

Upon receiving the returned product, our team will thoroughly inspect it to verify that it matches the criteria for a refund. Once the product has been verified, the refund process will begin. Here’s a step-by-step breakdown:

  • Inspection and Verification: Our quality control team will verify that the product is indeed different from the one ordered and that it has not been used or damaged during the return process.

  • Refund Timeline: Once the product has been returned and verified, your refund will be processed within 3 business days. The refund will be credited to the original payment method used during the purchase. Please allow additional time for the payment provider to process the refund.

  • Refund Notification: You will receive an email notification confirming the refund and its completion. If there are any issues or delays, our team will reach out to inform you.

4. Exchange Policy

If you would prefer to exchange the product instead of receiving a refund, Jo Beauty offers a hassle-free exchange process. The steps for exchanging a product are as follows:

  • Exchange Request: Contact us within 7 days of receiving the incorrect product and inform our customer support team that you would like an exchange. We will guide you through the process and help you choose the correct product for replacement.

  • No Additional Shipping Charges: Jo Beauty will cover the cost of shipping the new product to you. Once the return is verified, the new product will be sent at no additional charge to you.

  • Replacement Product: The exchanged product will be sent in the same condition as it was originally intended, ensuring you receive a product that matches your order.

5. Non-Refundable and Non-Exchangeable Items

While we strive to provide excellent service, there are a few situations where a refund or exchange cannot be processed:

  • Products Used or Opened: If the product has been opened or used, it will not be eligible for a refund or exchange unless it is defective or damaged.

  • Sale or Clearance Items: Products purchased during a sale or from the clearance section may not be eligible for a refund or exchange, unless they arrive damaged or incorrect.

  • Custom Orders: Any customized products, such as personalized items, are final sale and not eligible for refund or exchange, unless there is a mistake on our part.

6. Important Considerations

  • Time Limit for Refund or Exchange: Refund or exchange requests must be made within 7 days of receiving the product. After this time, we may not be able to process your request.

  • Shipping Charges: Refunds for the original purchase will not include any shipping fees unless the product was incorrectly shipped. If the product is eligible for a refund, shipping charges will be fully covered by Jo Beauty, provided the return is due to an error on our part.

7. Customer Support

At Jo Beauty, we understand that your beauty needs are important, and we aim to provide fast and efficient service. If you need any assistance with a refund or exchange, our customer support team is always ready to help:

  • Email Support: Reach us at [email protected]

  • Instagram: DM us on Instagram at @jobeautynepal

  • Phone Support: Call us at +977 9851323800 during business hours for immediate assistance.

We are dedicated to resolving any issues and ensuring that your experience with Jo Beauty is a positive one.

At Jo Beauty, we aim to make your shopping experience as smooth and enjoyable as possible. While we hope you love every product you purchase, we understand that sometimes things don’t go as planned. If you receive an incorrect product, we’re here to help with a straightforward refund or exchange process.

We value your trust in our brand and are committed to continuously improving our service. Thank you for choosing Jo Beauty for your beauty and self-care needs. We look forward to serving you again soon!