Refund policy

Last updated: 17 October 2026

This policy covers JoJo Store purchases from LUXURY LLC. It includes voluntary returns and cancellations as well as remedies for problems with an order. Any mandatory right that gives you greater protection takes precedence.

Start here: contact us within 15 days of receipt

For an eligible change-of-mind return, notify shopify@jojostore.uk within 15 calendar days after receiving the goods. Include your order number, the item concerned and the resolution you want. We assess this window using the time you send the notification, not when support approves or answers it. Statutory rules govern the start of withdrawal periods for split deliveries.

Goods returned because you changed your mind should remain unused beyond reasonable inspection, undamaged, and complete with their accessories and tags. Include original packaging where reasonably available. Opening a parcel to inspect it does not automatically disqualify a return.

We also handle damaged, faulty, incorrect and materially misdescribed goods. Neither these condition requirements nor the 15-day voluntary window limits a legal guarantee or a longer statutory remedy.

What returning an item costs

A voluntary change of mind outside the EU and UK: you pay direct return postage to Guangzhou, China, unless applicable law requires otherwise. Where lawful and disclosed before purchase, we deduct a refund handling fee of 6.5% of the otherwise refundable amount plus USD 0.30. There is no additional restocking fee.

A change of mind for an order delivered to the EU or UK: no cancellation or refund handling fee applies, including eligible returns under our 15-day policy. You pay direct return postage only where properly disclosed and permitted by law.

A confirmed problem for which we are responsible: no handling fee applies. We arrange prepaid return shipping or reimburse reasonable necessary postage, and provide the remedy required by law. This includes applicable original delivery charges and necessary return costs. You do not have to accept store credit where a refund is due.

For a customer-paid return, arrange the label with your chosen carrier. Cost depends on parcel dimensions, weight and origin; request a quote for shipping to China before sending. For goods that cannot normally be returned by post, we provide the applicable return-cost estimate before purchase.

How the refund amount is worked out

For an eligible change-of-mind return, start with the amount paid for the returned goods, including relevant taxes we collected and any outbound delivery charge that must be repaid. Deduct the handling fee only where it lawfully applies. Any amount legally required to be refunded without deduction is protected from that fee.

Original outbound delivery charges are otherwise non-refundable. For a valid EU/UK withdrawal from the entire order, we refund the least expensive standard outbound delivery charge; any premium service difference is treated as the law permits. Partial withdrawals follow the applicable law and the delivery service retained.

We do not deduct undisclosed outbound postage from an order advertised with no outbound postage charge. Any legally permitted deduction for diminished value caused by excessive handling is explained and supported separately; it is not an administration fee.

Fee example: on an otherwise refundable USD 100, the permitted handling fee is USD 6.80, leaving USD 93.20. Postage you pay directly to a return carrier is separate.

These safeguards apply to both cancellation and return fees:

1. The same amount is never charged both a cancellation fee and a refund fee.
2. USD 0.30 is charged once per request, not per item or per refund transaction when we split processing of one request.
3. A partial return excludes retained goods and non-refundable outbound delivery charges from the fee base.
4. For non-USD orders, the USD 0.30 component uses the exchange rate applied at the original checkout.
5. A deduction cannot exceed the otherwise refundable amount. We provide an itemized calculation.
6. A fee not disclosed before purchase will not be added retrospectively.

No fee applies to EU/UK orders, a statutory refund or cancellation that prohibits the deduction, an order we cancel because we cannot fulfill it, or a refund for a confirmed defect, damage, wrong item, material misdescription, non-delivery or other failure for which we are responsible. Platform and payment-provider costs do not override these exemptions.

Sending your return

Contact us first to obtain instructions and provide reasonable proof of purchase. We normally respond within 1–2 business days. For a defect or delivery problem, supply relevant photographs or other available evidence; an unboxing video is not compulsory. A statutory change-of-mind withdrawal needs no justification.

Our response checks eligibility and mailing details; it does not give us discretion to reject an otherwise eligible return. A valid statutory withdrawal does not depend on approval, and waiting for our response does not shorten your legal return period.

For a voluntary return, dispatch the parcel within 14 calendar days after we issue instructions. For statutory returns, use the applicable legal deadline. Pack securely, include the order number, and keep proof of posting. Tracking is recommended; share the tracking number if available.

Return destination — China
JoJo Store — Returns
Recipient: Jingfu Chan
Room 306, Building 2, Dongping Yunshan Science and Innovation Park,
Yongping Subdistrict, Baiyun District,
Guangzhou City, Guangdong, China
Warehouse delivery telephone: +86 13763066553

The confirmed postal code and any extra carrier details are supplied with return instructions. Our US company address is not a return warehouse. Do not substitute an address printed on the outgoing parcel without checking with us.

Report faulty or missing goods as soon as you discover the issue. Available remedies may include repair, replacement, price reduction or refund, as required by law. Preserve relevant evidence where possible; missing original packaging alone does not remove statutory rights. Ask for suitable instructions before attempting to mail anything unsafe or leaking.

Cancelling before shipment

Send a request to shopify@jojostore.uk within 24 hours of placing the order, quoting its number and using “Cancellation Request” as the subject. The time your message reaches us determines whether it is within this window.

If the request arrives within 24 hours and the goods have not shipped, we cancel the requested items and refund their paid amount, including any delivery charges that no longer apply, less any permitted cancellation fee. After 24 hours we will still try to stop an unshipped order. Once dispatched, the applicable return procedure applies. This operational window does not replace statutory cancellation or withdrawal rights.

For eligible voluntary cancellations outside the EU and UK, the fee is 6.5% of the amount being cancelled plus USD 0.30, subject to the exemptions and safeguards above. For a full pre-dispatch cancellation, the base is the total order amount paid; for a partial cancellation, only the cancelled portion is included. This is a JoJo Store fee, not a mandatory customer charge imposed by Shopify.

If we cannot fulfill the order and cancel it ourselves, we refund all amounts paid for the cancelled goods and associated delivery charges that no longer apply, without a handling fee.

When your refund is issued

After a return reaches us, we inspect it and communicate our decision within 7 calendar days. We then initiate an approved refund within 3 calendar days, giving a normal combined merchant processing period of no more than 10 calendar days after receipt, subject to any earlier legal deadline. Approval steps cannot extend a statutory deadline. Refusals and lawful deductions are explained in writing.

Funds are returned to the original payment method. Your bank or payment provider may need additional time to post the credit. Contact us if it is missing 10 business days after our refund confirmation so we can trace it; that contact point is not a guaranteed bank posting period and does not extend a legal deadline for issuing the refund.

For a cancellation without a return, we initiate the refund within 3 calendar days after confirming cancellation, or sooner if the law requires.

Rights that apply in particular markets

EU and UK: where the statutory distance-selling right applies, you may withdraw without a reason within 14 calendar days of receiving goods, subject to lawful exceptions. Our 15-day voluntary window does not reduce that right. After withdrawal notice, return the goods within the applicable 14-day period. Reasonable shop-like inspection is allowed; diminished-value liability applies only where lawful for excessive handling.

For EU statutory withdrawals, we reimburse the required amounts within 14 days of the notice. Unless we offer collection, we may withhold reimbursement until the goods or evidence of return arrive, whichever is earlier. UK statutory withdrawal refunds follow the applicable legal deadline, generally 14 days after receipt of goods or earlier evidence of return, subject to collection rules. No cancellation or refund handling fee applies.

Lawful exceptions, such as genuinely personalized goods or certain unsealed hygiene goods, apply only when available in law and clearly disclosed before purchase. They never remove remedies for faulty or misdescribed goods.

You can withdraw by any clear emailed statement. An optional format is: “To LUXURY LLC, shopify@jojostore.uk: I withdraw from my purchase of [goods], order [number], ordered on [date], received on [date]. Name: [name]. Address: [address]. Notice date: [date].”

Australia and other markets: non-excludable consumer rights remain in force. Where Australian Consumer Law applies, goods carry guarantees that cannot be excluded; remedies depend on the failure. The voluntary 15-day period does not cut those guarantees short.

Seller contact: shopify@jojostore.uk — LUXURY LLC, 19718 Applewood Ct, Parker, CO 80138, United States.