Return & Refund Policy
Effective Date: November 13, 2026
Last Updated: November 13, 2026
Start with the reason for the return
There are two common reasons to contact us after receiving an order. You may simply decide that an eligible item is not right for you, or there may be a problem with what was delivered. The steps below explain both situations and preserve the rights given to consumers by applicable law.
A. When you have changed your mind
For a voluntary return of an eligible product, send your request within 30 calendar days after delivery. An ordinary change-of-mind item should be unused, unwashed, unworn, and not altered, with the supplied parts, accessories, and identifying information. Where reasonably possible, include the original packaging. Reasonable examination to understand the product is permitted to the extent provided by law.
B. When the merchandise is faulty or incorrect
If an item is damaged on arrival, has a defect, is significantly different from its description, or is not the item you ordered, tell us what happened. Please share photographs when they are reasonably available. Your legal rights for nonconforming goods may continue after the voluntary 30-day period and are not replaced by change-of-mind restrictions.
Requesting authorization
Email service@jirsova.com and provide the order number, the item concerned, a brief explanation of the reason, and the email used at checkout. Where useful, include a photo of the issue and the outer packaging. We will review the information and explain whether the product needs to be shipped back.
Please wait for the authorized return instructions before posting the parcel. If a physical return is required, we will provide the receiving address for that return and any reference details needed. The registered office address disclosed at the end of this policy is not the designated returns facility unless support explicitly authorizes it for the particular case. Keep the postage receipt and tracking details while the request is being resolved.
Non-returnable categories for voluntary returns
Certain products may be excluded from voluntary change-of-mind returns because of their nature, customization, condition, or applicable legal restrictions.
The following exclusions apply only where the relevant products are offered by Jirsova, any legally required information about return restrictions has been disclosed, and applicable consumer protection laws permit the exclusion.
1. Customized and Personalized Merchandise
Products manufactured, engraved, printed, altered, or otherwise personalized according to an individual customer's specifications may not qualify for voluntary change-of-mind returns.
Examples may include:
- Products featuring customized names, initials, messages, or designs.
- Merchandise made according to customer-provided measurements or individual specifications.
- Items incorporating customer-submitted photographs, artwork, or personalized text.
- Products specially manufactured or materially modified to fulfill unique customer instructions.
Selecting an ordinary product option, such as a standard size, color, or regularly available variation, does not automatically make an item customized or non-returnable.
This exclusion applies only to qualifying personalized or custom-made merchandise where permitted by law.
2. Sealed Hygiene and Health-Protection Products
Certain products supplied with protective seals for legitimate health-protection or hygiene reasons may be excluded from voluntary returns if the protective seal has been removed after delivery and the product is unsuitable for return for genuine health or hygiene reasons.
Depending on the specific product and applicable law, examples may include certain:
- Personal hygiene and intimate-care products.
- Health-protection or sanitary products.
- Personal-care items that require an intact protective seal for hygiene purposes.
- Other sealed merchandise that cannot reasonably be returned after unsealing due to genuine health or hygiene concerns.
This exclusion applies only where the product's nature and applicable law justify such treatment.
Opening an ordinary shipping carton, removing external delivery packaging, or reasonably inspecting a product does not automatically eliminate statutory withdrawal rights.
3. Perishable and Time-Sensitive Products
Products that are liable to deteriorate rapidly, expire within a short period, or lose their intended usability because of their perishable nature may be excluded from voluntary change-of-mind returns.
This exclusion applies only to qualifying products where permitted by applicable consumer protection laws.
4. Digital Content and Electronically Delivered Products
Digital content supplied electronically, including downloadable files, software, or other non-physical products, may be excluded from statutory withdrawal or voluntary change-of-mind returns once supply has begun, provided that any legally required prior express consent and acknowledgment concerning the loss of withdrawal rights have been obtained.
Mandatory consumer remedies for defective or nonconforming digital products remain unaffected.
5. Sealed Software and Recorded Media
Where applicable law recognizes such exclusions, sealed computer software, audio recordings, or video recordings may be excluded from voluntary returns once their protective seals have been broken following delivery.
This restriction applies only to qualifying merchandise and does not remove mandatory consumer protections.
6. Gift Cards and Stored-Value Products
Gift cards, prepaid credits, electronic vouchers, and other stored-value products may be excluded from voluntary change-of-mind returns where legally permitted.
This exclusion does not override mandatory rules relating to refunds, unused balances, invalid products, or other legally protected circumstances.
7. Final-Sale and Clearance Merchandise
Products expressly identified as "Final Sale" or "Non-Returnable" before purchase may be excluded from voluntary change-of-mind returns only to the extent permitted by applicable law.
A promotional discount, seasonal sale, or clearance designation does not automatically remove statutory withdrawal rights or legal remedies for defective or incorrectly supplied merchandise.
8. Products Showing Excessive Use, Damage, or Unauthorized Modification
For voluntary change-of-mind returns, products that have been substantially used, permanently altered, improperly handled, or damaged beyond what is reasonably necessary for inspection may not qualify for a full voluntary refund.
Depending on the circumstances and applicable law, excessive handling, missing components, or damage caused after delivery may affect voluntary return eligibility or result in a lawful reduction of the refundable amount.
Customers may reasonably inspect merchandise to determine its nature, characteristics, and functionality.
Ordinary inspection alone will not automatically disqualify an otherwise eligible return.
9. Incomplete Products and Missing Accessories
For voluntary change-of-mind returns, merchandise should generally be returned with the original supplied components, accessories, and accompanying items where applicable.
Products returned with missing essential parts or accessories may require additional assessment.
Where permitted by law, missing components may affect the voluntary refund amount. Any adjustment will be proportionate and consistent with applicable consumer protection requirements.
10. Product Bundles and Promotional Sets
Where multiple products are sold together as a bundle or promotional set, the conditions applicable to a partial voluntary return may depend on the original purchase arrangement.
If a customer wishes to return only part of a bundle, Jirsova may review whether the remaining products still qualify for the original promotional pricing.
Any adjustment to the refundable amount will be explained and applied only where permitted by law and consistent with the terms disclosed at purchase.
Exceptions for Defective, Damaged, or Incorrect Merchandise
The exclusions above do not automatically apply when merchandise is defective, damaged on arrival, materially misdescribed, incomplete, incorrectly supplied, or otherwise fails to meet applicable legal standards.
Customers may remain entitled to an appropriate remedy where:
- An item arrives damaged or defective.
- The product materially differs from its advertised description.
- Incorrect merchandise is delivered.
- Essential components or accessories are missing from the order.
- The merchandise fails to meet mandatory consumer guarantees or other applicable legal requirements.
If any of these circumstances occur, please contact service@jirsova.com with your order number, a description of the issue, and supporting photographs where reasonably available.
Jirsova will review the circumstances and provide an appropriate remedy in accordance with applicable law. Depending on the situation, this may include repair, replacement, a price reduction, refund, or another legally required resolution.
Nothing in this section limits statutory withdrawal rights, mandatory product guarantees, or other consumer remedies that cannot legally be excluded.
Return shipping: how responsibility is assigned
Responsibility for return-shipping costs depends on the reason for the return, the circumstances of the purchase, the authorized return arrangements, and applicable consumer protection laws.
1. Voluntary Change-of-Mind Returns
For voluntary returns requested because of personal preference, an incorrect personal selection, or a change of mind, customers are generally responsible for the direct cost of returning the merchandise to the authorized return destination, unless applicable law requires otherwise or Jirsova expressly agrees to cover the expense.
Examples include:
- Changing your mind after receiving the order.
- Ordering an incorrect standard size, color, or product variation.
- Deciding that the merchandise is no longer needed.
- Preferring a different style, design, or product.
- Purchasing an item by mistake when the correct merchandise was delivered.
Return-shipping charges may vary depending on the parcel's weight, dimensions, shipping origin, return destination, and selected carrier.
Jirsova does not guarantee a fixed return-shipping rate for all orders.
Where applicable law requires advance disclosure of the customer's responsibility for return costs or an estimate of costs for goods that cannot normally be returned by post, we will follow those requirements.
If an optional paid return label or collection service is available, the applicable charge will be explained before the customer agrees to use it.
2. Defective, Damaged, Incomplete, or Incorrect Merchandise
If merchandise arrives defective, is damaged during delivery, is materially misdescribed, is missing essential components, or does not match the order, Jirsova will cover reasonable necessary return-shipping expenses when a physical return is required, subject to applicable law.
Depending on the circumstances and available logistics arrangements, we may:
- Provide a prepaid return-shipping label.
- Arrange a suitable return or collection service.
- Provide instructions for an appropriate return-shipping method.
- Reimburse reasonable documented shipping expenses agreed in advance.
Customers should contact our support team before purchasing a return-shipping service so that the appropriate method can be coordinated.
Where a physical return is unnecessary, Jirsova may offer another appropriate resolution consistent with applicable consumer rights.
Customers will not be required to pay return-shipping expenses that Jirsova is legally obligated to cover.
3. Return Authorization and Shipping Destination
Before returning merchandise, customers should contact service@jirsova.com to request return authorization and shipping instructions.
After reviewing the request, our support team will provide the applicable return destination and any necessary shipping or packaging guidance.
The authorized return address may differ from Jirsova's registered business address.
Customers should not send merchandise to an unconfirmed destination, as this may delay identification, receipt, or processing of the returned parcel.
The return authorization procedure will not be used to restrict, delay, or invalidate statutory withdrawal rights or mandatory consumer remedies.
4. Packaging, Shipping Methods, and Tracking
Returned merchandise should be securely packaged to minimize the possibility of damage during transportation.
Where reasonably available and applicable, customers are encouraged to:
- Use suitable protective packaging.
- Include originally supplied accessories and components.
- Choose a reliable carrier providing shipment tracking.
- Retain the postage receipt and tracking number.
- Provide shipment tracking information to our support team when requested.
A tracked shipping method is strongly recommended, particularly for valuable or fragile merchandise.
Responsibility for loss or damage during return transportation will be determined according to applicable law, the reason for the return, and the shipping arrangements agreed with Jirsova.
The absence of optional shipping insurance will not automatically eliminate a customer's mandatory statutory rights.
5. Additional Shipping Charges and Optional Services
For voluntary change-of-mind returns where customers are responsible for return postage, optional costs such as express delivery, additional insurance, special handling, or premium courier services are generally borne by the customer.
Where Jirsova is responsible for return-shipping expenses, customers should obtain prior agreement before arranging unusually expensive or expedited shipping services.
Reimbursement may be limited to reasonable and necessary expenses where permitted by applicable law.
Please do not send return parcels using cash-on-delivery or freight-collect shipping services unless expressly authorized in writing.
6. International Returns and Customs Considerations
International returns may involve additional customs declarations, import procedures, duties, taxes, or logistics requirements.
Customers should contact our support team before arranging an international return to confirm the appropriate destination and available shipping instructions.
For voluntary preference-based returns, customers may be responsible for direct return-shipping expenses and any legally chargeable customs-related costs, where permitted by applicable law.
For defective, damaged, incomplete, or incorrectly supplied merchandise, responsibility for reasonable return-related expenses will be determined according to applicable consumer protection requirements.
Customers will not be required to bear expenses that Jirsova is legally responsible for covering.
7. Return Shipping Costs and Refund Amounts
For voluntary change-of-mind returns, return-shipping expenses paid directly to a carrier are generally not reimbursed unless required by applicable law or expressly agreed by Jirsova.
Original outbound delivery charges will be treated according to the applicable legal rules governing the purchase.
Where statutory withdrawal rights require reimbursement of standard outbound delivery charges, Jirsova will comply with those requirements.
Optional premium delivery upgrades may be treated separately where permitted by law.
If an authorized return service involves a shipping charge payable by the customer, the applicable cost will be communicated before the service is arranged.
Any deduction from a refund will be made only where legally permitted and appropriately disclosed.
If an order contains multiple products returned for different reasons, shipping responsibilities may be assessed separately according to the circumstances of each item.
8. No Restocking Fees
Jirsova does not charge a restocking fee for approved returns.
No additional return-processing or administrative fee will be imposed unless a specific charge is legally permitted, properly disclosed, and applicable to an agreed service.
All return-shipping arrangements remain subject to mandatory consumer protection laws.
Where applicable law requires Jirsova to cover return-delivery expenses, provide a particular return procedure, or comply with different refund requirements, the mandatory legal provisions will take precedence.
Inspection, decision, and payment back
If return shipment is required, the item may be examined after it arrives at the receiving destination. We will consider its condition together with the reason for the request and communicate the decision. The requirement to inspect an item does not extend a statutory refund deadline where the law requires earlier repayment.
For an approved refund, we initiate payment back to the original payment method within 10 business days after approval, unless a shorter statutory deadline applies or law requires another method. Initiation means we have instructed the payment system to issue the refund. Your bank or card issuer may need additional time to show the credit in your account.
If the credit is delayed after processing, write to us with your order reference. You can also ask about the refund transaction through your payment provider.
Exchanges and cancellations
An exchange may be possible if a suitable replacement is available. Send the item and desired option to customer support so that the available arrangement can be explained. An exchange is not guaranteed solely by submitting a request; statutory replacement rights are unaffected.
For a cancellation or address change before dispatch, contact us immediately. We will try to amend the order while fulfillment still permits it. Once the parcel has left our control, cancellation may no longer be operationally possible, without prejudice to any legally required withdrawal or nondelivery remedy.
Consumer-rights priority
This policy is a voluntary service arrangement where the law permits one. It does not restrict a customer's mandatory right to repair, replacement, price reduction, withdrawal, refund, or another remedy. A more protective legal rule overrides an inconsistent condition in this policy.
Return enquiries and company identification
Operating Company: Guangzhou Suqing E-commerce Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAK9X8R13R
Company Address: Room K301, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou
Website: https://jirsova.com
Support Email: service@jirsova.com
Contact Phone: +86 17627184935
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Return address: Provided in writing by customer support for the particular authorized return. The company address above must not be treated as the return warehouse without our explicit instruction.