Refund policy
Refund & Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Due to the nature of our products, returns are only accepted for items that are unused, unopened, sealed, and in their original packaging. You’ll also need the receipt or proof of purchase.
For hygiene, safety, and quality-control reasons, we are unable to accept returns or exchanges for opened, used, tested, or unsealed skincare, tea, or personal-care products.
To start a return, you can contact us at admin@jovelab.com.
Please note that returns will need to be sent to the following address:
4A Haji Lane Singapore 189197
If your return is accepted, we’ll send you return instructions, including how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at admin@jovelab.com.
Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, incomplete, or if you received the wrong item.
To help us evaluate the issue, please include:
- Your order number
- A description of the issue
- Clear photos of the item
- Clear photos of the packaging
If your request is approved, we may offer a replacement, store credit, or refund, at our discretion.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods and personal-care products.
For JOVE, this includes:
- Opened or used skincare products
- Opened or unsealed tea products
- Beauty and personal-care items
- Gift cards
- Sale items
- Promotional items
- Limited-release items
- Gift-with-purchase items
- Bundles or sets that have been opened or partially used
We are unable to accept returns or exchanges due to change of mind, personal preference, texture preference, scent preference, taste preference, or individual skin compatibility.
Please get in touch if you have questions or concerns about your specific item before placing an order.
Skincare Sensitivities
Everyone’s skin is different, and individual reactions may vary.
We recommend reviewing the full ingredient list before purchasing and performing a patch test before using any new skincare product.
Unless the product is defective, damaged, or incorrect, we are unable to offer refunds or exchanges for reactions, sensitivities, or personal skin compatibility concerns.
If irritation occurs, please discontinue use and seek advice from a qualified healthcare professional where appropriate.
Exchanges
We do not currently offer direct exchanges.
The fastest way to ensure you receive the item you want is to request a return for the eligible item you have. Once the return is accepted, you may make a separate purchase for the new item.
Please note that opened, used, unsealed, sale, promotional, and non-returnable items are not eligible for exchange.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, your item must be in the same condition that you received it: unused, unopened, sealed, with tags where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that certain goods, including sealed personal-care, beauty, hygiene, and food products, may not be eligible for return once opened or unsealed.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved.
If approved, you’ll be automatically refunded through your original payment method within 10 business days. Please remember it may take additional time for your bank, card issuer, or payment provider to process and post the refund.
Shipping fees, duties, taxes, and handling fees are non-refundable unless otherwise required by law or unless the issue was caused by an error on our part.
If more than 15 business days have passed since we approved your return, please contact us at admin@jovelab.com.
Order Cancellations
Once an order has been placed, we are unable to guarantee cancellation.
If you need to request a cancellation, please contact us as soon as possible at admin@jovelab.com. If your order has already been processed, packed, or shipped, we will not be able to cancel it.
Contact Us
For any questions about returns, refunds, damaged items, or your order, please contact us at:
JOVE
Soft rituals for modern living.