1. RETURN AND REFUND：
Subject to the terms and conditions of this Return and Refund Policy (“Policy”), you may return the Jmoon product (“Product”) which you purchased from [Jmoon Official Online Store] (“Jmoon”, “we”, “us” or “our”) as an end-user purchaser (“Consumer”, “you” or “your”) and apply for a refund.
2. REFUND PERIOD
2.1 Change Mind Without Affecting The Resale:
For most Products bought on this Website, you have the right to change your mind within 30 days upon Product delivery, and return the Product(s) and receive a refund. That is to say, if you change of mind within 30 days upon delivery of the Product, you (or someone on your behalf) may return it (the “Right To Change Your Mind”). If your Products are split into several deliveries over different days in which case you have until 30 days after the day you (or someone on your behalf) receive the last delivery to change your mind about the Product(s).
IT SHOULD BE PARTICULARLY REMINDED THAT: this Right To Change Your Mind does not apply to: (i) the Products which are customised, bespoke or personalised (for example, when the Product has been engraved or otherwise personalised; or (ii) the Products or accessories sealed for health protection or hygiene purposes, once these have been unsealed after you receive them (if any) or (iii) there are any situations that affect its resale. However, this exception does not limit your legal rights if your Product is defective.
Conditions that may affect the Product’s resaleability shall include but are not limited to:
1. Gel has been opened and used.
2. Protective film on the device's electrode head has been removed.
3. The product shows visible signs of use, such as stains, scratches, or damage.
4. Missing accessories or damaged packaging.
*IN THE CASE OF A RETURN FOR SIMPLE REMORSE (CHANGE YOUR MIND), THE CUSTOMER IS IN CHARGE OF PAYING THE SHIPPING FEE.
TO THE EXTENT PERMITTED BY LAW, JMOON DO NOT ACCEPT RETURN REQUESTS FOR PRODUCTS WITHOUT INHERENT QUALITY ISSUES OR DESIGN DEFECTS AFTER 30 DAYS FROM THE DATE OF RECEIPT OF THE PRODUCT.
2.2 Damaged Device:
If the Product malfunctions within ninety (90) days of receiving the Products, and if you prefer not to have it replaced, we will be happy to offer you a refund. However, after the ninety (90) days period, we will only provide a replacement service and will no longer issue refunds. Please noted that this clause does not apply to malfunctions resulting from improper or unreasonable use.
Once the refund eligibility period for the Product has expired（After ninety (90) days of receiving the Products）, you shall no longer be entitled to request a refund for that Product.
3. Eligible Return Request
3.1 The return request must be made within 30 days from the date of delivery in relation to Change Mind Without Affecting the Resale; The return request must be made within 90 days from the date of delivery in relation to Damaged or defective device;
3.2 We only handle return requests for the Products purchased from our official website. If you bought a Jmoon product from Amazon, Shopee, or other authorised retailers, please contact them directly for information on their return policy and to submit your return request to them.
3.3 The Product you wish to return shall be in the same condition as when you received it. This means undamaged and with the original packaging. Failure to meet these conditions may result in the reduction of the amount of refund, to the extent permitted by applicable law.
4. Process of Return
4.1 To request a return and refund, please email us at support.us@jmoon.com with the following details:
a) your name and your contact details;
b) a valid proof of purchase;
c) the relevant order number, Product model and Product serial number;
d) your reason of return and your specific request, for example the quantity of Products you would like to return, whether you request a refund or Product exchange;
e) A clear photograph of the Product you wish to return with sufficient details for us to assess its condition;
f) A valid reason for the refund request.
g) Shipping method: you may choose any shipping method that is convenient for you and you shall arrange the shipment and pay the shipping service provider directly;
h) if you have kept the original packaging, include clear photos showing its condition; or if the original packaging is not available, specify this in the request email or the “description” section of the Return Authorisation Form (if any) for further assessment.
4.2 Once your return request is approved, we will send you a printable shipping label that includes our return address and basic information about your return order.
4.3 Pack your Product securely in a box (please use the original box in which the Product was delivered to you if it is still available), and affix the shipping label to the outside of the box. Except for Product quality issues that can be proven, you shall bear the shipping cost for returning the Product to Jmoon. Considering the high value of the Product, we strongly recommend you personally handing the parcel to a courier staff. We do not advise dropping the parcel off in a post box. Jmoon will not be responsible for any returned Product that is lost or damaged in transit and no refund will be processed until we have received the returned Product in the same condition as described in the approved return request.
4.4 We will process your return within 15 business days upon receipt of the returned Product. You may contact us to inquire the status by providing us with a tracking number of the returned parcel.
4.5 Refund will be remitted to your original payment method as soon as we confirm that your returned Product meets the relevant criteria set out in Section 7 below. Please allow 10 to 15 business days for the refund to be reflected in your bank / payment account (the processing time may vary depending on your bank / payment service provider). If you have not received the refund beyond this period, please kindly check with your bank / credit card company / payment service provider first to see if there is a processing delay, before reaching out to our customer service team.
5. Faulty Products
5.1 Our Products undergo thorough inspection before they are shipped to customers to ensure the highest quality. However, there may be instances where the Products are damaged during shipping or due to other unforeseen circumstances.
5.2 If you receive a Product which is damaged, broken or stained, please refrain from using it and take a photo of the original status of the Product upon delivery for evidence. Please send the photo to our customer service team at [support.us@jmoon.com] directly within 7 days after you have received the faulty Product, which will allow us to promptly arrange for a replacement or refund at your choice, ensuring your request is handled as effectively and efficiently as possible. Please note that while we strive to address all issues in a timely manner, delays in reporting a faulty Product may affect the speed and efficiency of the resolution process.
5.3 Please return the faulty Product to help us identify and rectify the issue to prevent any recurrence.
6. Free Gifts and Promotional Offers
6.1 We occasionally offer promotional offers and free gifts with purchase. Please carefully read the terms and conditions of the promotions to learn about any special rules for return and refund.
6.2 In principle:
a) if you would like to return a Product for which you received a free gift, you must also return the free gift in order to receive a refund, unless otherwise specified in the terms and conditions of the promotion;
b) if you would like to return a Product sold as part of a promotional bundle package, the amount of refund will be calculated in accordance with the terms and conditions of the promotion. For example, if it is a “buy 2 get 1 free” promotion and you would like to return only one Product, the returned Product may be deemed as a free gift which is not entitled to refund;
c) Discount codes and coupons are non-refundable.
7. Refund Citeria
7.1 Full refund
a) We guarantee 100% full refund of the order value for the below circumstances (including standard delivery cost (if any), but excluding express shipping cost or other ancillary or third party services that have been used by you, such as shipping insurance), without any charges, and will bear the shipping cost if you choose to send the Product back to Ulike using our designated shipping method:
ž purchase orders canceled before being shipped to the customer;
ž Products received in incorrect model or colour (not based on personal subjective feelings) and not used; or
ž faulty Products that are damaged, broken or stained upon delivery and reported to us within 7 days upon delivery.
7.2 Returns within 30 days upon delivery
a) If you change your mind within 30 days upon delivery of the Product, we will refund you the price you paid for the Product including standard delivery costs (if any). Please note that express shipping cost is not refundable.
b) We may reduce your refund of the price (excluding standard delivery costs, if any) to reflect any reduction in the value of the Product, if this has been caused by your handling of the Product. For example, where the Product, its packaging, accessories, manuals, cables are missing, damaged or stained.
7.3 Returns and Exchange after 30 days upon delivery
Except for situations where it can be proven that the product itself has inherent quality issues or design defects,Jmoon will not bear the shipping costs.
7.4 Please contact us as soon as possible if you need to modify the shipping address. Once the order is shipped, the address cannot be changed.
8. Order Cancellation
8.1 You are free to cancel your order before the Product has been shipped to you.
8.2 Cancellations submitted after the Product has been shipped to you will be treated as returned requests, and dealt with in accordance with this Policy.
9. Price Match
9.1 If you placed an order on this Website and find a lower price for the same Product of the same model and colour on this Website (to avoid any doubt, it means that it shall be the exact same set) within 7 days upon delivery of the Product, you may be eligible for a price adjustment.
9.2 Products in clearance, final sale or promotional packages are not eligible for price match adjustments.
9.3 To request the price match adjustment, please contact our customer service team at [support.us@jmoon.com]. If your request is approved, the price difference will be refunded to your original payment method within 7 to 10 business days.
10. Fair Use
10.1 If we notice an unusual pattern of returns activity that doesn't seem right, for example, if we suspect someone is ordering and returning repeatedly within a certain period of time, we reserve the right to refuse the relevant requests to the extent permitted by law and take other necessary actions such as deactivating the relevant user account.
10.2 If you think we have made a mistake with this decision, please get in touch with our customer service team and they will be happy to discuss it with you.
11. Customer Support
If you encounter any issues with your purchase, please contact our Customer Service Team at support.us@jmoon.com.
We strive to respond to all inquiries within 24 hours, excluding weekends and holidays.