Refund and Returns Policy

1. General Principles

JUNJIE is committed to providing customers with a satisfactory shopping experience. Our return and refund policy is designed to ensure transparency, fairness, and customer convenience when handling returns, exchanges, and refunds.

2. Eligibility Criteria for Returns

2.1 Timeframe

  • Standard Items: Customers have 30 calendar days from the date of delivery to initiate a return request. The countdown begins on the day the order is marked as “delivered” by the shipping carrier.
  • Seasonal or Promotional Items: For items purchased during special sales events (e.g., Black Friday, New Year sales), the return period may be adjusted. In such cases, the specific return window will be clearly indicated on the product page, order confirmation, or promotional materials.

2.2 Condition of Returned Items

  • Unused and Unaltered: Items must be in their original, unused condition. This means no signs of wear, tear, stains, or damage. For example, ice skates should not show any signs of being used on the ice, and protective gear should not have any visible marks or scratches.
  • Original Packaging and Accessories: All items must be returned with their original packaging, including boxes, tags, labels, manuals, and any accompanying accessories. For instance, if a pair of skates comes with a maintenance kit, the kit must be included in the return.
  • Tags and Labels Intact: Product tags, size labels, and any other identification or branding labels should remain attached and undamaged.

2.3 Ineligible Items

  • Customized Products: Items that are personalized or customized according to the customer’s specific requirements (such as engraved skates or custom – colored protective gear) are not eligible for return, unless there is a manufacturing defect.
  • Final Sale Items: Products marked as “final sale” on the product page, in the shopping cart, or on the order confirmation are not returnable. These items are clearly labeled to inform customers of the non – returnable policy.
  • Opened Personal Care or Hygiene Products: For health and safety reasons, personal care items (e.g., skate liners, socks) that have been opened or used cannot be returned.
  • Perishable Goods: Any perishable items related to skate maintenance (e.g., certain types of lubricants with a short shelf life) are not eligible for return once the seal has been broken.

3. Initiating a Return

3.1 Contact Customer Service

  • Methods: Customers can initiate a return request by:
    • Sending an email to info@junjie666.com with the subject line “Return Request – [Your Order Number]” and including details such as the reason for return, order number, and contact information.
    • Calling our customer service hotline at +86 13560685032 during our working hours (9:00 am – 6:00 pm, Monday – Saturday, excluding public holidays).
  • Return Authorization: Once the request is received, our customer service team will review it within 1 – 2 business days. If approved, a Return Merchandise Authorization (RMA) number will be issued. This number is crucial and must be clearly marked on the outside of the return package. Failure to include the RMA number may result in delays in processing the return.

3.2 Return Shipping

  • Cost Responsibility: In most cases, the customer is responsible for the cost of return shipping. However, if the return is due to a JUNJIE error (e.g., wrong item shipped, damaged item upon arrival), JUNJIE will cover the return shipping cost. Customers can request a pre – paid return label in such cases by contacting customer service.
  • Shipping Method: It is recommended that customers use a trackable shipping method (e.g., FedEx, DHL, or registered mail) and purchase shipping insurance. This ensures that the package can be tracked during transit and provides protection in case of loss or damage. JUNJIE is not responsible for packages that are lost or damaged during return shipping if an untraceable method is used.

4. Refund Process

4.1 Inspection of Returned Items

  • Receipt and Verification: Once the returned item is received at our designated return center, it will be inspected within 3 – 5 business days. Our quality control team will check the item’s condition, ensure that all original accessories and packaging are included, and verify the RMA number.
  • Approval or Rejection: If the item meets all the return eligibility criteria, the refund will be approved. If the item does not meet the criteria (e.g., it is damaged, missing accessories), the customer will be notified via email or phone, and the item may be returned to the customer at their expense.

4.2 Refund Issuance

  • Timeline: Upon approval of the return, the refund will be processed within 3 – 5 business days. The time it takes for the refund to appear in the customer’s account may vary depending on the payment method and the customer’s financial institution.
  • Payment Method: Refunds will be issued to the original payment method used for the purchase. For example:
    • Credit/Debit Cards: The refund will be credited back to the card, and it may take 3 – 10 business days for the funds to be reflected in the customer’s account, depending on the card issuer.
    • PayPal: The refund will be processed to the customer’s PayPal account, and it usually appears within 1 – 3 business days.
    • Other Payment Methods: Refunds for other payment methods will be processed according to the respective payment provider’s policies.

4.3 Refund Amount

  • Full Refund: If the return is approved and there are no additional deductions, the customer will receive a full refund of the original purchase price of the item, excluding any shipping and handling fees (unless the return is due to a JUNJIE error).
  • Partial Refund: In some cases, a partial refund may be issued. For example, if an item was purchased with a discount code and the return is made after the discount period has expired, the refund amount will be adjusted accordingly. Additionally, if the returned item is damaged or missing accessories, a deduction may be made from the refund amount to cover the loss in value.

5. Exchanges

5.1 Requesting an Exchange

  • Contact Customer Service: Similar to returns, customers should contact our customer service team via email or phone to request an exchange. Provide details such as the order number, the item to be exchanged, and the desired replacement (e.g., different size, color).
  • Availability Check: Our customer service team will check the availability of the requested replacement item. If the item is in stock, an RMA number will be issued for the return of the original item, and instructions for the exchange process will be provided.

5.2 Exchange Process

  • Return of Original Item: The customer must return the original item following the same return shipping procedures as for a refund. Once the original item is received and inspected, and if it meets the return criteria, the replacement item will be shipped to the customer at no additional cost (except for any price difference if the new item is more expensive).
  • Price Adjustment: If the replacement item is of a different price than the original item, the customer will be required to pay the price difference (if the new item is more expensive) or will receive a refund for the price difference (if the new item is less expensive). The payment or refund will be processed using the original payment method.

6. Damaged or Defective Items

6.1 Reporting

  • Time Limit: If a customer receives a damaged or defective item, they must contact our customer service team within 7 calendar days of the delivery date. Customers should provide detailed information about the issue, including photos or videos of the damage or defect, the order number, and contact information.
  • Evidence: Clear and detailed evidence of the damage or defect is crucial for a prompt resolution. This helps our team assess the situation accurately and determine the appropriate course of action.

6.2 Resolution

  • Replacement: In most cases, if the item is damaged or defective, JUNJIE will send a replacement item at no additional cost to the customer. We will cover the shipping cost for both the return of the defective item (if required) and the delivery of the replacement.
  • Refund: If a replacement item is not available, or if the customer prefers a refund, a full refund will be issued, including the original shipping fees. The refund will be processed according to the refund timeline and payment method guidelines mentioned above.

7. Cancellations

7.1 Pre – Shipment Cancellations

  • Request Window: Customers may cancel an order at any time before it is shipped. To cancel an order, contact our customer service team as soon as possible. Once the order is cancelled, any payments made will be refunded to the original payment method within 1 – 3 business days.
  • Automatic Cancellations: In some cases, such as when there is an issue with payment authorization or product availability, JUNJIE may automatically cancel an order. Customers will be notified via email or phone in the event of an automatic cancellation, and a full refund will be processed.

7.2 Post – Shipment Cancellations

  • Not Applicable: Once an order has been shipped, it cannot be cancelled. Instead, customers will need to follow the return and refund policy to return the item and request a refund or exchange.

8. Policy Updates

JUNJIE reserves the right to update or modify this Return and Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. It is the customer’s responsibility to review this policy periodically. Continued use of our services after the policy has been updated constitutes acceptance of the new terms.

9. Contact Information

If you have any questions or concerns regarding our Return and Refund Policy, please contact our customer service team:

  • Email: info@junjie666.com
  • Phone: +86 13560685032
  • Address: Room 201, Building 2, Xiangxue Shopping Center, Guangzhou, China