Last Updated: September 29, 2026
Effective Date: September 29, 2026
At JEXNORIVA™, we want customers to understand the return process before and after making a purchase.
This Return & Refund Policy explains the eligibility requirements, return procedure, damaged or incorrect item handling, exchanges, refund processing and other important conditions applicable to purchases made through jexnori.com.
1. 30-Day Return Window
We accept eligible return requests made within 30 days after the date your order is delivered.
To qualify for a standard return, the product should generally:
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Be unused, unworn and in its original condition
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Show no signs of wear, alteration, damage or misuse
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Include its original packaging and accessories, where applicable
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Include any original tags, protective materials or components supplied with the product
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Be accompanied by valid proof of purchase or an identifiable JEXNORIVA™ order
For jewellery products, please take reasonable care when inspecting an item after delivery. Products showing signs of extended wear, alteration, resizing, scratching, contamination or customer-caused damage may not qualify for a standard return.
Returns that do not meet the applicable eligibility requirements may be declined.
2. Starting a Return
Before sending any product back, please contact our customer support team:
Email: service@jexnori.com
When submitting your request, please provide:
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Your order number
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The email address used for the order
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The product you wish to return
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Your reason for requesting the return
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Photographs where the item is damaged, defective or incorrect
Our team will review your request and, if the return is eligible, provide the applicable return authorization and return instructions.
Do Not Send an Unauthorized Return
Products must not be returned without first contacting us and receiving return instructions.
Packages sent without authorization, sent to an incorrect location or otherwise returned outside the instructed procedure may not be accepted or processed.
3. Return Shipping Address
The business address published on jexnori.com identifies the legal company operating JEXNORIVA™. It is not automatically the return destination for every order.
Depending on the product, fulfillment location and destination country, eligible returns may need to be sent to a designated return facility.
After your return request has been reviewed, our customer support team will provide the applicable return address and shipping instructions.
Please do not send returns directly to our published business address unless our customer support team specifically instructs you to do so.
4. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Change-of-Mind Returns
For eligible returns requested because you changed your mind, selected the wrong item or no longer want the product, the customer is generally responsible for the return shipping cost unless otherwise required by applicable law.
Original shipping charges, where charged, are generally not refundable unless required by applicable law or the return results from an error attributable to us.
Damaged, Defective or Incorrect Items
If we confirm that you received an item that was damaged upon arrival, materially defective or different from the product ordered due to our error, we will provide an appropriate resolution.
Depending on the circumstances, this may include a replacement, refund or applicable return arrangement without requiring you to bear reasonable return shipping costs.
Please contact us before arranging shipment yourself.
5. Damaged, Defective or Incorrect Orders
Please inspect your order promptly after delivery.
If you believe an item arrived damaged, defective or incorrect, contact:
Please provide your order number together with clear photographs showing:
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The product received
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The relevant defect, damage or incorrect item
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Product packaging where relevant
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Shipping packaging or label where useful for reviewing the issue
Please contact us as soon as reasonably possible after discovering the issue so that we can investigate it effectively.
After reviewing the information, we will advise you of the appropriate next step.
6. Items That May Not Be Eligible for Standard Returns
Certain products or circumstances may be excluded from ordinary change-of-mind returns where permitted by applicable law.
These may include:
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Personalized or custom-made products
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Products altered or resized at the customer's request
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Items showing clear signs of wear or use
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Products damaged after delivery through misuse, improper handling or accidental damage
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Items returned without required components or packaging where this materially affects their condition
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Gift cards, where offered and legally permitted to be non-returnable
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Other products that cannot legally or reasonably be returned due to their nature
An item being purchased during a promotion does not automatically remove statutory consumer rights that may apply.
If you are uncertain whether a product qualifies, contact us before sending it back.
7. Exchanges
We do not guarantee direct one-for-one exchanges for every product.
Where an exchange is requested, the most efficient process may be to:
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Contact us to request a return for the original product.
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Follow the authorized return instructions provided by our team.
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Place a separate order for the preferred product, size or design.
This helps avoid delays caused by changing inventory availability.
If an alternative exchange procedure is available for your order, our customer support team will advise you.
8. Refund Review
Once an authorized return reaches the designated return location, it will be reviewed against the applicable return requirements.
After inspection, we will notify you whether the refund has been approved.
If approved, the eligible refund will generally be issued to the original payment method, unless another method is required by applicable law or agreed in appropriate circumstances.
Refunds cannot normally be issued until the applicable return has been received and assessed, except where we determine that a return is unnecessary or applicable law provides otherwise.
9. Refund Processing Time
After an eligible refund is approved, please allow up to 10 business days for us to process the refund.
After we issue the refund, your bank, card issuer or payment provider may require additional time to post the funds to your account. These external processing times are outside our direct control.
If more than 15 business days have passed since we confirmed that an approved refund was issued and you still cannot locate it, please contact:
Include your order number so we can review the transaction.
10. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to accommodate a cancellation request before the order enters processing, packing or shipment.
Cancellation cannot be guaranteed once fulfillment has begun.
If an order can no longer be cancelled, you may request an eligible return after delivery in accordance with this Return & Refund Policy.
11. European Union Customers
If you are a consumer located in the European Union and applicable consumer law gives you a statutory right of withdrawal, those legal rights apply in addition to our store return policy.
For eligible distance purchases, this generally includes a 14-day statutory withdrawal period, subject to applicable exclusions and legal requirements.
Where the statutory right of withdrawal applies, customers should notify us within the applicable legal period.
Nothing in this policy is intended to restrict consumer rights that cannot lawfully be excluded or limited.
For assistance with an EU withdrawal request, contact:
12. United Kingdom & Other Consumer Rights
Customers in the United Kingdom or other jurisdictions may have mandatory consumer rights concerning faulty products, goods that do not match their description or distance purchases.
Our 30-day store return policy does not replace or reduce statutory rights that apply to you under applicable law.
Where a mandatory consumer protection rule conflicts with a provision of this policy, the applicable mandatory legal requirement will govern.
13. Lost Return Shipments
If you are responsible for arranging return shipping, we recommend using a trackable shipping service and retaining your shipping receipt and tracking information until the return has been completed.
We cannot confirm receipt of a customer-arranged return until it reaches the authorized return destination.
14. Questions About a Return or Refund
If you have questions about eligibility, return instructions, damaged products or an outstanding refund, please contact us before sending your product.
JEXNORIVA™ Customer Support
Brand / Trademark: JEXNORIVA™
Website: jexnori.com
Legal Company Name: Shanghai Hanyu Network Technology Co., Ltd.
Owner: Ren Yan
Email: service@jexnori.com
Phone: +86 13812782989
Business Address:
1st Floor, Building 1, No. 1185, Huaiyi Road
Jiading District, Shanghai
China
Customer Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM (China Standard Time, UTC+8)
Saturday – Sunday: Closed
We aim to respond to customer enquiries within 1–2 business days.
JEXNORIVA™ is operated by Shanghai Hanyu Network Technology Co., Ltd.
We want the return process to be clear from the beginning. If you are unsure whether your JEXNORIVA™ purchase qualifies for a return, contact our customer support team before shipping the item and we will provide the applicable instructions.