What is your Returns and Exchanges Policy

Returns & Exchanges Policy

Obtaining an RMA Number

To return an item, you need to obtain a Return Merchandise Authorization (RMA) number. You can request an RMA number online through our Returns Center. Please note that obtaining an RMA number does not guarantee the final acceptance of the return, and all returns are subject to inspection. RMA numbers are valid for ten days.

CLICK HERE TO START A RETURN

Packaging and Shipping Instructions

1. Packaging: Place the original package into a shipping carton.
2. Invoice: Include the invoice and specify the reason for the return. If the item is defective, please describe the defect.
3. Labels: Do not place stickers or shipping labels on the original manufacturer’s package.
4. RMA Number: Clearly write the RMA number on the shipping carton to prevent refusal.

Return and Exchange Period

• New Items: You may return new items for a refund within 30 days from the date of delivery (excluding shipping and handling charges).
• Pre-Owned Items: You may return pre-owned items for a refund within 14 days from the date of delivery.

Return Authorization

Returns are subject to a Return Merchandise Authorization from Jomashop.com. The cost of shipping will be deducted from your total refund. You can request an RMA number by visiting the Return Center or by calling Jomashop.com. Some items may be considered special orders and may have a limited return policy (please see the Special Orders section below).

Condition of Returns

All items must be returned in new, unused condition, including all accessories, serial-numbered security tags (if provided), and original packing materials. Returns that do not meet these requirements may be refused or subject to a 25% restocking fee if the merchandise is used or damaged.

Return Eligibility

• You may return eligible merchandise within 30 days of receipt (14 days for pre-owned items), provided the items are in new condition and include the original packaging, packing materials, manuals, warranty cards, and all accessories.
• Due to health and safety reasons, Skincare, Haircare, and Makeup items are not eligible for returns or exchanges except in cases involving damaged, defective, or incorrectly shipped items, subject to review.
• All returns must be shipped via insured ground service with a valid tracking number. Customers are responsible for all shipping return charges.

We reserve the right to refuse any return if there are:

• Any signs of wear, missing parts or accessories, or do not meet the return eligibility requirements.

If you choose to use your own shipping label:

• Please do not ship returns via USPS.
• You must insure the package. We are not responsible for items lost or damaged during return transit.

Jomashop.Com reserves the right to deny returns, refunds, or exchanges in cases of suspected fraud, abuse, or misuse of the return policy.

If there are any noticeable discrepancies or damages when receiving your purchase, or if the wrong item was delivered, please refer to the following article: What to do if there is a discrepancy with my order?

Return Fee for Initial Shipping Costs

All returns will have the initial cost of shipping from Jomashop to the customer deducted from the return.

International Returns

Duties and VAT are non-refundable through Jomashop. Depending on your country's customs regulations, you may be eligible to apply for a duty drawback or similar customs refund program directly through the appropriate customs authority for returned merchandise.

Additionally, if the carrier charges Jomashop for the return shipment or any related international return fees, those charges will be deducted from the final refund amount.

Restocking Fees

• Items Under $7,000 USD: No restocking fee.
• Special Orders: Select items sold on Jomashop.com may be considered a "Special Order" and subject to a limited return policy. A "Special Order" may include:
  • Items not in our warehouse.
  • Items not listed on our website that are specially ordered from our distributor.
  • All items with a sale price equal to or greater than $7,000.

The return of these items/orders will have a restocking fee of 8% or final sale policies unless otherwise agreed by the Jomashop.com staff via mail, or e-mail.

Need more help?

Get in touch with our customer service team through any of these options:

• Dial (877) 834-1434 for customer service. Our phone hours are 9:00AM - 6:00PM ET (Monday - Thursday) and 9:00AM - 3:00PM ET on Fridays. 
• Visiting our Customer Service center for email support.