Return and Refund Policy
Company Name: Guangzhou Yewan Media Co., Ltd.
Email: service@jorqemal.com
Jorqemal™ wants every order to arrive as expected. This policy describes the conditions for requesting a return, reporting an order issue, exchanging an item, and receiving an approved refund.
This policy applies to purchases completed through our official online store.
1. The 30-Day Return Period
You may submit a return request within 30 calendar days after the order is delivered.
To qualify for a standard return, the product must:
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Remain unused and in the condition in which it arrived
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Include its original packaging, accessories, manuals, and parts
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Retain any attached labels or tags
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Show no signs of wear, washing, alteration, pet damage, or improper handling
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Be accompanied by the order number or another valid form of purchase confirmation
Meeting these conditions does not automatically authorize a return. Each request must be reviewed by our customer care team before the item is shipped back.
2. Requesting Return Authorization
Before returning any product, email service@jorqemal.com and provide:
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Your full name
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Order number
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Product you wish to return
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Reason for the request
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Photos of the product and packaging when relevant
If the request is approved, we will send return instructions, the designated return destination, and information about the applicable return label.
Products mailed without prior authorization, delivered to an unapproved address, or sent cash on delivery may be refused.
3. Incorrect, Damaged, or Defective Products
Review your order promptly after delivery. If an item arrives damaged, contains a manufacturing defect, or differs from the product ordered, contact us within 72 hours of delivery.
Your message should include:
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The order number
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A description of the issue
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Clear photographs of the product
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Photographs of the shipping package and label
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A short video if the issue cannot be shown clearly in a photograph
Once the information has been reviewed, we may offer a replacement, refund, or another appropriate resolution. Please keep the item and all packaging until the review is complete.
Damage caused after delivery by misuse, chewing, scratching, improper assembly, unauthorized modification, or failure to follow the product instructions is not considered a shipping or manufacturing issue.
4. Products That Cannot Be Returned
Returns are generally unavailable for:
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Personalized, engraved, or specially produced products
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Gift cards
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Products identified as final sale before checkout
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Used, washed, worn, altered, or damaged products
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Items missing original parts, accessories, labels, or packaging
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Opened hygiene-sensitive pet products that cannot reasonably be resold
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Hazardous, flammable, or restricted materials
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Products returned after the applicable return period
These limitations do not remove any rights available under mandatory consumer law. If you are uncertain about a product’s eligibility, contact us before sending it.
5. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
If an approved return results from an incorrect, damaged, or defective item, we will provide instructions for the applicable return or replacement process.
For preference-based returns, such as selecting the wrong size, ordering by mistake, or changing your mind, return shipping costs may be deducted from the refund unless otherwise stated in the return authorization.
Original shipping charges are not refundable unless the return results from our error or applicable law requires otherwise.
6. Exchanges
We do not guarantee direct product exchanges because inventory may change while a return is in transit.
To obtain another color, size, or model:
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Request authorization to return the original product.
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Wait for the return to be accepted.
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Place a separate order for the preferred item.
A replacement for a verified damaged, defective, or incorrect product will be handled separately by our customer care team.
7. European Union Withdrawal Rights
Customers receiving eligible online purchases in the European Union may have a statutory right to withdraw from the purchase within 14 days after receiving the goods, without providing a reason.
To use this right, the customer must notify us within the applicable withdrawal period. Returned products should include all supplied components and should not be handled beyond what is reasonably necessary to examine their nature, characteristics, and function.
Certain products may be excluded from the withdrawal right, including clearly personalized goods and eligible sealed hygiene-sensitive products after the seal has been opened.
Where permitted by law, the customer may be responsible for direct return shipping costs. Nothing in this section limits consumer rights that cannot legally be waived.
8. Return Inspection
After an authorized return arrives, we will examine the product and confirm whether it meets the applicable conditions.
The review may consider:
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Product condition
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Packaging and included components
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Evidence of use, wear, alteration, or damage
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Whether the correct authorized item was returned
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Whether the return was shipped within the required timeframe
We will email you after the inspection has been completed and advise whether the refund has been approved, reduced, or declined.
9. Approved Refunds
Approved refunds are issued to the original payment method.
Please allow up to 10 business days after approval for the refund to be submitted. Banks, card issuers, and payment providers may need additional time to display the credit in your account.
If more than 15 business days have passed since you received a refund approval notice, email service@jorqemal.com with your order number.
Shipping fees, currency conversion charges, customs duties, bank charges, and other third-party fees are generally excluded from the refund unless otherwise required by law.
10. Canceled or Refused Returns
A return may be rejected or have its refund adjusted if:
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The returned product does not match the authorized item
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The item shows use, damage, missing parts, or unauthorized alteration
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The package was sent after the approved return deadline
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The return was shipped without authorization
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The item was sent to an address not provided by our customer care team
If a return is rejected, we will explain the reason by email.
11. Return Destination
Do not send products to the company’s administrative address or to the address printed on the original shipping package.
Approved returns may be directed to different facilities depending on the product and delivery location. The correct return destination will be included in your authorization instructions.
Jorqemal is not responsible for packages sent to an unauthorized or incorrect address.
12. Contact Information
For assistance with a return, refund, damaged item, or order issue, contact:
Email: service@jorqemal.com
Customer Care Hours: Monday–Friday, 9:00 AM–6:00 PM EST
Please include your order number in every return-related message.
Business Information
Brand: Jorqemal
Company: Guangzhou Yewan Media Co., Ltd.
Customer Service Email: service@jorqemal.com