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Joyful | Trusted Private Care Mall in Southeast Asia
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Joyful | Trusted Private Care Mall in Southeast Asia

Refund & Return Policy

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Refund & Return Policy

Last updated:29/05/2026

This Refund & Return Policy applies to purchases made on Joyful | Trusted Private Care Mall in Southeast Asia (“we”, “us”, “our”, “Store”). If you have any questions, you can contact us at 1251660924@qq.com.

1. General principles

We aim to provide a fair and transparent refund & return experience for customers across Southeast Asia. Because we sell intimate and personal care products, we must balance hygiene and safety with customer rights.

2. Return window

You may request a return within 30 days from the date you receive your order. Requests made after 30 days may be rejected.

3. Eligibility for returns

To be eligible for a return, all of the following conditions must be met:

  • The product is returned within 30 days of delivery;
  • The product is unopened, unused, and in its original packaging with all seals and labels intact;
  • The product is not a final-sale or specially marked non-returnable item;
  • You can provide your order number and reasonable proof of purchase.

For hygiene and safety reasons, opened or used intimate products cannot be returned.

4. Return shipping costs

Return shipping costs depend on the reason for the return:

  • Change of mind / not suitable / ordered wrong item:
    The customer is responsible for the return shipping cost.
  • Damaged in transit / wrong item received:
    If the product is damaged during transportation or you receive the wrong product, the return shipping cost will be borne by us (the seller). We may provide a prepaid label or reimburse reasonable shipping costs after review.

We may request photos or videos of the damaged or incorrect items and packaging before approving a prepaid return or reimbursement.

5. How to request a return

  1. Contact us at 1251660924@qq.com within 30 days of receiving your order.
  2. Provide your order number, a description of the issue, and photos (if damaged or wrong item).
  3. We will review your request and provide return instructions if approved.
  4. Ship the product back according to the instructions provided.

We recommend using a trackable shipping service. If you choose a non-trackable method and the parcel is lost, we may not be able to complete the refund.

6. Refund methods & processing time

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed according to your original payment method:

  • Credit card payments:
    Refunds will be processed back to the original card. It usually takes 3–5 business days for the amount to appear in your account, depending on your bank.
  • PayPal payments:
    Refunds will be returned to your original PayPal account. In most cases, the refund will be credited within 1 business day after processing.
  • Bank transfer payments (wholesale / large orders):
    Refunds will be processed via bank transfer within 3 business days after approval. Depending on the bank, it may take an additional 3–5 business days for the funds to reach your account.

Please note that original shipping fees, customs duties, or taxes (if any) are generally non-refundable, unless the return is due to our error (e.g. wrong item shipped).

7. Non-delivery, lost or refused parcels

  • Lost in transit: If a parcel is confirmed lost by the carrier, we may offer a reshipment or refund, depending on stock availability and your preference.
  • Refused or unclaimed parcels: If a parcel is returned to us because it was refused, unclaimed, or the address provided was incorrect or incomplete, we may deduct the original shipping cost and any return shipping or handling fees from your refund.

8. Cross-border orders & customs

For cross-border orders within Southeast Asia, local customs duties, import taxes, or handling fees may be charged by your local authorities. These charges are typically the responsibility of the customer and are not refundable, even if the order is returned, unless required by local law.

9. Abuse & fraud prevention

We reserve the right to refuse returns or refunds if we reasonably believe that:

  • There is evidence of abuse of the return policy;
  • Items have been used, tampered with, or intentionally damaged;
  • Repeated claims are made without reasonable basis.

10. Country differences

This policy is designed to be generally compatible with common consumer protection practices in Southeast Asia. However, if mandatory local laws in your country provide you with additional rights, those rights will not be limited by this policy.

11. Changes to this policy

We may update this Refund & Return Policy from time to time. Any changes will be posted on this page with an updated “Last updated” date. Your continued use of our Store after changes are posted constitutes your acceptance of the revised policy.

12. Contact

If you have any questions about returns, refunds, or this policy, please contact us at:
Email: 1251660924@qq.com

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