Exchange Policy

Exchange Policy

1. Eligibility for Exchange

If you would like to exchange your product for a different size or style, please contact us within 90 days of receiving your order.

To be eligible for an exchange:

  • The product must be unused, unopened, and in its original packaging

  • The product must be undamaged and in resalable condition

  • Proof of purchase is required

We offer free product exchanges. However, customers are responsible for the return shipping cost.

Exceptions

We will accept exchanges regardless of product condition in the following situations:

  • The item is defective due to a manufacturing issue

  • The item was damaged during shipping

  • You received the wrong product

In these cases, Joylume will cover all exchange-related costs.

All exchange requests are subject to inspection before approval.

2. How to Request an Exchange

To start an exchange, please follow the steps below:

  1. Contact Us
    Email our customer support team at support@joylume.com

  2. Provide Order Details
    Include your order number, the item you wish to exchange, the reason for the exchange, and the desired size or style.

  3. Receive Return Instructions
    Our support team will provide you with a return address and further instructions via email.

  4. Prepare the Package
    Securely pack the item and attach the provided return label to the outside of the package.

  5. Ship the Item
    Arrange shipment through your local post office or courier service.

  6. Send Tracking Information
    Email us the tracking number once the package has been shipped.

Once our warehouse receives and inspects the returned item, we will process your exchange within 3 business days and email you the new tracking number.

Important Notes

  • The company address listed on our website is not the return address

  • Return addresses are provided only after contacting customer support

  • Due to hygiene reasons, used or opened intimate products are not eligible for exchange, unless they fall under the exception conditions listed above

Need Help?

At Joylume, your satisfaction is our priority.
If you have any questions or need assistance with an exchange, please contact us at:

📧 support@joylume.com

Our support team is happy to help.