30-Day Return & Order Cancellation Policy

At JJWELL, we are committed to providing a smooth and transparent shopping experience. This 30-Day Return & Order Cancellation Policy explains how returns, refunds, order cancellations, and damaged items are handled for purchases made on JJWELL-OFFICIAL.COM.

1.Eligibility for Returns

You may return products purchased from JJWELL provided that:

Items are unused, unopened, and in their

original packaging

Original tags and accessories are intact

The product shows no signs of wear or use

Personalized & Custom-Made Products

Products that are personalized, customized, or made to order according to customer specifications are not eligible for cancellation, return, or refund once production has started.

This includes, but is not limited to, items:

Customized with names, text, colors, or design choices

Produced specifically upon customer request

This limitation is provided in accordance with applicable consumer protection laws and does not affect your statutory rights.

Exception: Personalized or custom-made products remain eligible for a refund or replacement if they are defective, damaged upon arrival, incorrect, or not in conformity with the order.

2.Order Cancellation & Exchanges (Before Shipment)

Order cancellation or product exchange is possible only if:

The order has not yet been packed or shipped, and Production for personalized products has not started.

If you wish to cancel or modify your order, please contact us as soon as possible at:

customer.care@jjwell-official.com

3.30-Day Return Period

Upon receiving your order, you have 30 days to decide whether an item is right for you.

EU customers benefit from a 14-day statutory right of withdrawal, with no reason requiredAll customers must contact our Customer Service to receive the correct return address for their country.

Do not return items to our head office

, as returned products are not processed there.

4.Return Address (USA)

Our main return address in the United States is:

LION INCUBATOR

3372 Adobe Ct, Unit 120

Colorado Springs, Colorado 80907

United States

Important: Please do not send any package to this address without contacting us beforehand. Unauthorized returns may not be accepted or returned to the sender.

5.How to Request a Return

Before returning any item, please contact our Customer Service Department via:

Our contact form, or

Email:

customer.care@jjwell-official.com

To ensure fast and accurate processing, please include:

Order number

Product name(s) and quantity

Reason for return or cancellation (not required if the order has not yet been shipped)

Photos and/or videos (mandatory for damaged, defective, or missing items)

Returns sent without prior authorization may not be processed.

6.Refunds & Discounts

Once your return request is approved and the item(s) are received and inspected, you may choose between:

Refund to the original payment method

, or

Discount on your next purchase

Store credit is not available, due to restrictions from our pay-later payment provider.

Non-Refundable Shipping Fees

Shipping fees paid at checkout are non-refundable.

Express or expedited shipping fees, including any shipping upgrades selected by the customer, are non-refundable, except where a refund of such costs is required under applicable consumer protection laws.

Payment Processing Fees

JJWELL does not charge handling or management fees (order processing, packaging, or shipping registration).Payment processing fees charged by payment service providers (such as card networks, PayPal, or installment providers) are non-refundable. If you request a refund, these transaction fees will be deducted from the refunded amount, except where such deduction is prohibited by applicable consumer protection laws.

Free or Discounted Shipping

If your order benefited from free shipping or discounted shipping, the standard outbound shipping cost may be deducted from your refund, except where otherwise required by applicable consumer protection laws.

7.Bank Transaction Fees

JJWELL does not charge handling fees for order processing, packaging, or shipping registration.

Bank or payment transaction fees charged by your payment provider are non-refundable. These fees are deducted from the total amount refunded (including product cost, shipping, and taxes). Details of any applicable fees are shown on your invoice after your order is validated by our customer service team.

8.Refund Timing

Refunds are usually processed in two stages:

Return reception and inspection:

Once we receive your returned item(s), we inspect and validate the return. This process typically takes 3–10 business days,, depending on the condition of the item and the volume of returns.

Refund posting to your payment method:

After we approve the refund, it can take up to 5 business days for the funds to appear in your account, depending on your bank or payment provider.

The total refund process — from the moment we receive your returned item(s) to when the funds appear in your account — may therefore take up to 15 business days in some cases.

Note for EU/UK customers: Your statutory rights under applicable consumer protection laws are not affected by this policy.

9.Payment Method Refunds

Credit/Debit Card:

Refunded to the original card

PayPal:

Refunded to the PayPal account used for payment

Gift Card Purchases:

The paid amount is refunded to the original payment method, and a

new gift card

may be issued, as gift cards cannot be reused under our internal rules

10.Return Shipping Costs

Return and reshipping costs are the customer’s responsibility

JJWELL will cover return or reshipping costs

if the product arrived:

Damaged

Faulty

Incorrect

Missing items

11.Returning Damaged or Faulty Items

If your order arrives damaged, faulty, or incorrect:

Take photos or videos of the package before opening

Record the entire unboxing process, clearly showing the product condition

If delivery required a signature, write detailed reservations on the delivery receipt, such as:

Package torn

Package opened

Visible damage

These steps help us file claims with shipping carriers efficiently.

Without proper proof or delivery reservations, JJWELL may be unable to process transportation damage claims, without affecting your statutory rights.

12.Inspection & Acceptance of Returns

All returned items are inspected upon arrival

If an item shows signs of use, wear, or missing tags, we may refuse the return

Approved returns will be processed according to the chosen compensation method.

Need Help?

For product-specific return questions or further assistance, please contact:

customer.care@jjwell-official.com