Return and exchange policy


Thank you for choosing our product. We hope you are satisfied with your purchase, but if you are not satisfied or need to return or exchange the item, please refer to the following rules:

Return and exchange conditions apply:

  • Goods must be in brand new, unused condition and retain their original packaging.
  • Return and exchange requests must be submitted within 7 days of receiving the goods.
  • If there are any quality issues with the product, please provide clear photos as evidence.

Cases where returns and exchanges are not applicable:

  • Special offer or promotional products are non-refundable and non-exchangeable.
  • Returns or exchanges requested due to personal preferences (such as color, smell, or size not meeting expectations).
  • The product has been visibly used or damaged.
  • Return or exchange requests due to minor packaging damage during transportation (which does not affect the product itself).

Return and exchange process:

If the item meets the return/exchange criteria, please follow these steps:

  1. Please contact us within 7 days of receiving the goods and provide the following information:
    • Your name
    • Order Number
    • Product Name
    • Reason for return/exchange and photos (if applicable)
  2. Contact us through the following methods:
  3. Our customer service team will respond within 1-2 business days, providing a return/exchange address and further guidance.
  4. Please pack the item securely and return it to the designated address. Return shipping costs are the customer's responsibility, unless there is a product quality issue.

Refund Policy:

  • Refunds are only available for items that meet the return conditions.
  • Refunds will be processed within 7 business days of receiving and inspecting the returned goods.
  • The refund will be processed through the original payment method.

Special Notice:

Joy Lab HK Limited reserves the right to refuse any return requests without giving a reason. If a customer agrees to a return, Joy Lab HK Limited is entitled to charge the customer for any costs incurred in returning the product.

If you have any questions, please feel free to contact our customer service team. Thank you for your understanding and support!