Refund and Exchanges

These Return & Refund Terms apply to all products purchased from Jolilena.com, operated by KC GLOBAL GROUP PTY LTD (hereinafter referred to as “we”, “us” or “our”). Our registered address is 30 ROSEBUDS CCT LEPPINGTON NSW 2179, Australia. For return/refund inquiries, contact us via phone: +61406502186 or email: service@jolilena.com.

1. Eligibility for Returns & Refunds

You may apply for a return, refund, or exchange only if the following conditions are met:

• Time Limit: The request is submitted within 30 calendar days from the date you receive the product (confirmed by courier delivery records).
• Product Condition: The product is unused, unwashed, and in its original state—including intact tags, labels, original packaging (e.g., garment bags, boxes), and no signs of wear (e.g., makeup stains, fabric snags, altered seams).
• Excluded Items: The product is not marked as “Final Sale” (clearly indicated on the product detail page; Final Sale items are non-returnable, non-refundable, and non-exchangeable).
• Valid Reason: Common eligible reasons include size mismatch, color discrepancy (beyond normal display differences), product defect (e.g., broken zippers, loose stitching), or receiving the wrong item.

2. Return Application Process

Follow these steps to submit a valid return request:

1. Initiate Request:
   • Log into your Jolilena.com account → Go to “My Orders” → Select the order with the product to return → Click “Apply for Return” → Fill in details (return reason, whether you want a refund or exchange, and upload photos of the product/package if needed).
   • Alternatively, send an email to service@jolilena.com with your order number, product name, return reason, and contact information.
2. Await Approval: We will review your request within 2-3 business days. If approved, we will send a Return Authorization (RA) Number and our return address (30 ROSEBUDS CCT LEPPINGTON NSW 2179, Australia) to your email.
   • Note: Returns without a valid RA Number will be rejected and not processed.
3. Ship the Product: You must ship the product to our return address within 7 calendar days of receiving the RA Number.
   • Pack the product securely to avoid damage during transit (reuse the original packaging if possible).
   • Include a note with your order number and RA Number inside the package (to help us identify your return quickly).

3. Refund Rules

3.1 Refund Eligibility

A refund will be processed only after we receive and inspect the returned product (usually within 3-5 business days of receipt) and confirm it meets the eligibility conditions.

3.2 Refund Method & Timing

• Method: Refunds will be issued to the original payment method used for the order (e.g., credit card, PayPal, debit card).
• Timing: After approval, we will process the refund within 3-5 business days. The time it takes for the funds to appear in your account depends on your payment provider:
  • Credit/debit cards: 5-10 business days.
  • PayPal: 1-3 business days.

3.3 Refund Amount

• Full Product Price: We will refund the entire amount you paid for the product (excluding original shipping costs, unless the return is due to our error—e.g., wrong item, defective product).
• Original Shipping Costs: Only refunded if the return is caused by our mistake (e.g., sending a size different from your order, product with pre-existing damage).

4. Exchange Rules

4.1 Exchange Eligibility

Exchanges are only available for size or color changes of the same product, and the desired size/color must be in stock (we will confirm stock availability when approving your request).

4.2 Exchange Process

• Follow the same return steps (Section 2) to ship the original product back to us.
• After we inspect and confirm the original product meets return conditions, we will ship the exchanged product to you.
• Shipping Costs for Exchanges:
  • You bear the return shipping cost (unless the exchange is due to our error).
  • We cover the shipping cost for sending the exchanged product (domestic Australia only; international exchanges require additional shipping fees, which will be quoted to you before processing).

5. Non-Eligible Situations (No Return/Refund/Exchange)

We will reject return/refund/exchange requests in the following cases:

• Products returned after the 30-day period.
• Products that are used, washed, damaged, or have missing tags/packaging.
• Final Sale items (marked on the product page).
• Customized or personalized products (e.g., products with custom embroidery, prints).
• Products damaged due to improper use, care, or modification (e.g., ironing at the wrong temperature, using harsh detergents).
• Returns without a valid RA Number or with incomplete order information.

6. Special Notes for International Returns

• International customers are responsible for all return shipping costs, customs duties, and taxes (we will not reimburse these fees).
• We recommend using a trackable courier service for international returns, as we are not liable for lost or delayed return shipments.
• Customs clearance delays for international returns may extend the processing time (we will notify you of any delays).