Return & Refund Policy

Return & Refund Policy

At Joylume, we are committed to providing high-quality intimate products designed for comfort, safety, and confidence. Your satisfaction matters to us. If something isn’t quite right with your order, please review our policy below.

1. Eligibility for Returns & Refunds

You may request a return or refund within 90 calendar days of receiving your order.

To be eligible for a return:

  • Items must be unused, unwashed, and in original condition

  • Products must be in original packaging

  • Items must show no signs of use, wear, or damage

⚠️ Due to the intimate nature of our products, we cannot accept returns for items that have been used, cleaned, or show signs of use, unless there is a confirmed product defect or shipping issue.

2. Accepted Exceptions

We will accept returns or issue refunds in the following cases:

  • The item arrived damaged

  • The product has a manufacturing defect

  • You received the wrong item

In these cases, returns are accepted regardless of condition.
Please contact us as soon as possible and include photos for verification.

3. Return Shipping Costs

  • Customers are responsible for return shipping costs

  • No restocking or handling fees will be charged

If the return is due to our error (defective or incorrect item), our support team will assist you accordingly.

4. Refund Processing

  • Refunds are processed within 7 business days after we receive and inspect the returned item

  • Once approved, refunds will be issued to your original payment method within 5 business days

  • Only the product cost will be refunded

  • Shipping fees and optional insurance are non-refundable

5. Exchange Policy

If you would like to exchange your item for a different size, color, or style:

  • Contact us within 90 days of delivery

  • The replacement item is provided free of charge

  • Customers are responsible for return shipping of the original item

  • Returned items must be unused, unwashed, and undamaged

  • All returns are subject to inspection before approval

6. How to Request a Return

  1. Email us at support@joylume.com

  2. Include:

    • Your order number

    • The item(s) you wish to return

    • Reason for return

  3. Our support team will provide the correct return address
    (Please note: our office address is NOT the return address.)

  4. Print the return label and securely attach it to the package

  5. Drop it off at your local post office or arrange a pickup

7. Order Cancellation

  • Orders can be canceled only if they have not yet been shipped

  • If your order has shipped, it cannot be canceled

  • Please wait for delivery and then follow the return process

⚠️ Do not refuse delivery.
Refused packages are often destroyed by carriers and cannot be refunded.

Need Help?

If you have any questions or need assistance, our support team is happy to help.

📧 Email: support@joylume.com

Thank you for choosing Joylume.
We appreciate your trust and look forward to serving you again. 💖