Return & Exchange Policy

Thank you for choosing Jopark plush toys. We aim to provide a clear, fair, and transparent return and refund process. Please review the policy below carefully before submitting a return request.

1. Eligible Returns (What Can Be Returned)

We accept returns only under the following circumstances:

  • The product is unopened, unused, and undamaged
  • The product is returned in its original packaging
  • You received a defective item
  • You received an incorrect item (wrong design or model)
  • The item was damaged during shipping

All return requests must meet both the condition requirements and the time requirement stated below.

2. Non-Eligible Returns (What Cannot Be Returned)

We do not accept returns or refunds in the following cases:

  • Items that have been used, washed, worn, or altered
  • Items damaged due to customer misuse or improper handling
  • Items returned without original packaging
  • Return requests submitted after 30 days from delivery
  • Items returned without prior approval
  • Customized or personalized products (if offered in the future)

3. Return Request Timeframe

  • Return requests must be submitted within 30 calendar days from the delivery date (based on carrier tracking records).
  • Requests submitted after this period will not be accepted.

4. How to Request a Return or Refund

Step 1: Contact Customer Support
Please email service@jopark.cn with the following information:

  • Order number
  • Reason for return
  • Clear photos of the item (required for defective, damaged, or incorrect products)

Step 2: Return Approval

  • Our team will review your request within 1–2 business days
  • If approved, you will receive:
    • Return confirmation
    • A designated return shipping address

Important Notice:
Please do not return items to any address printed on the package or listed on the website.
Returns sent without approval or to an incorrect address will not be processed, and we are not responsible for lost packages.

5. Return Shipping Responsibility

  • If the return is due to a defective item, incorrect item, or shipping damage, the return shipping cost will be covered by us after confirmation.
  • If the return is due to a change of mind, the return shipping cost must be paid by the customer.

6. Inspection & Refund Timeline

  • Returned items will be inspected within 3–5 business days after receipt
  • Once approved:
    • Refunds will be issued to the original payment method
    • Refund processing time: 5–7 business days
  • Actual到账时间 may vary depending on your bank or payment provider

7. Disputes & Customer Support

If you have any questions, concerns, or disputes regarding a return or refund decision, please contact our customer support team:

📧 service@jopark.cn

We will review each case carefully and work with you to reach a reasonable resolution.