Effective Date: August 2026
Last Updated: August 2026

Our Promise to You

At JotnoMart, your satisfaction is our priority. We carefully inspect every order before dispatch, but if you receive a damaged, defective, incorrect, or incomplete item, we’re here to make it right.

Our goal is to provide a fair, transparent, and hassle-free return and replacement experience so you can shop with confidence.

Return Eligibility

You may request a return or replacement if:

• You received the wrong product.
• Your product arrived damaged during delivery.
• The product is defective or unusable upon arrival.
• The item is incomplete or missing components.
• The product delivered is different from what you ordered.

To qualify for a return or replacement:

• Submit your request within 3 calendar days of receiving the order.
• Keep the product unused and in its original condition.
• Ensure the original box, packaging, labels, seals, accessories, and any complimentary items are included.
• Provide your order number along with clear photos or videos showing the issue.

Requests submitted after the return period may not be accepted unless required by applicable law.

Unboxing Video Requirement

To help us resolve return, replacement, or refund requests quickly and fairly, we strongly recommend that customers record a clear, uninterrupted unboxing video while opening their JotnoMart package.

An unboxing video serves as the most reliable evidence if you receive:

• A damaged product
• A leaking or broken item
• An incorrect product
• A missing item or accessory
• An incomplete order
• A product with visible manufacturing defects

The video should begin before opening the courier package, clearly show the shipping label, and continue without any cuts until all items inside the package are displayed.

Priority for Claims with Unboxing Videos

Claims supported by a clear, unedited unboxing video receive priority review and can usually be processed more quickly.

If no unboxing video is available, JotnoMart may request additional evidence, such as clear photographs, the original packaging, product labels, or other supporting information before making a decision. In certain cases, the absence of sufficient evidence may limit our ability to approve a return, replacement, or refund request.

Our Recommendation

To protect your purchase and ensure a smooth claims process, we recommend recording an unboxing video for every order, especially for fragile, premium, imported, or high-value beauty and personal care products.

Products That Cannot Be Returned

To protect customer health and maintain product quality, the following items are generally not eligible for return or exchange unless they were delivered damaged, defective, or incorrectly:

• Opened or used skincare products
• Opened cosmetics and makeup
• Used hair care products
• Opened fragrances or perfumes
• Personal care items that have been opened
• Products damaged due to misuse, negligence, improper storage, or accidental damage
• Gift cards, promotional vouchers, or free gifts that have already been redeemed

Product Inspection

Once we receive the returned product, our team will inspect it to verify that it meets the return conditions.

If the inspection confirms that the item qualifies for a return or replacement, we will proceed with the appropriate resolution. If the item does not meet the eligibility requirements, we will inform you of the outcome and may return the product to you.

Replacement Policy

If your return is approved and the same product is available, JotnoMart will arrange a replacement at no additional product cost.

If the exact item is unavailable due to stock limitations, you may choose one of the following options:

• Receive a full refund for the product value.
• Exchange it for another product of equal value (subject to availability).
• Pay the price difference to select a higher-value product.

Refund Policy

Eligible refunds are processed after the returned item has been received and successfully inspected.

Refunds will be issued for the purchase price of the approved product. Shipping fees, Cash on Delivery charges, and other service fees are generally non-refundable unless the return is the result of an error by JotnoMart.

If you selected Cash on Delivery (COD) and did not make an advance payment, no monetary refund will be issued if payment was never collected.

Approved refunds are typically completed within 7–10 business days, although processing times may vary depending on the payment method and financial service provider.

Return Process

Returning a product is simple.

Step 1 – Contact Customer Support

Notify our Customer Support team within 3 days of receiving your order.

Please provide:

• Order number
• Customer name
• Contact number
• Reason for return
• Clear photos or videos of the product and packaging

Step 2 – Review

Our team will review your request and confirm whether it qualifies for return or replacement.

Step 3 – Return the Product

Depending on your location, we may:

• Arrange a pickup through one of our courier partners where available, or
• Request that you send the product to our designated return address.

Return instructions will be shared after your request is approved.

Step 4 – Inspection & Resolution

After inspection, we will process your replacement, exchange, or refund as applicable.

Damaged During Delivery

If your parcel appears visibly damaged at the time of delivery, we recommend:

• Checking the package before accepting it.
• Taking photographs of any visible damage.
• Reporting the issue to our Customer Support team immediately.

Prompt reporting helps us resolve delivery-related issues more efficiently.

Packaging Variations

Manufacturers may update product packaging, labels, or seals from time to time.

Differences in packaging alone do not indicate that a product is counterfeit or defective, provided the product itself is genuine and matches the ordered item.

Promotional Items

If your order included complimentary gifts, promotional items, or bonus products linked to the returned purchase, these items must also be returned if requested by JotnoMart. If they are not returned, their value may be deducted from any applicable refund.

Customer Responsibilities

To help us process your request quickly, customers should:

• Inspect their order promptly after delivery.
• Keep products in their original condition until the issue is resolved.
• Avoid using products they believe are incorrect or defective.
• Provide accurate information and supporting evidence when submitting a claim.

Our Rights

JotnoMart reserves the right to refuse a return or refund request if:

• The request falls outside the stated return period.
• The product has been used, altered, or damaged after delivery.
• Required packaging or accessories are missing.
• The claim is found to be fraudulent or misleading.
• The product does not meet the eligibility criteria outlined in this policy.

Need Assistance?

If you have questions about returns, replacements, or refunds, our Customer Support team is here to help.

JotnoMart
Website: https://www.jotnomart.com
Email: jotnoofficial@gmail.com

Our Commitment

We understand that shopping online requires trust. That’s why we work hard to resolve genuine issues fairly and efficiently. Every eligible return is handled with care because your confidence in JotnoMart matters to us. Our aim is to provide authentic products, reliable service, and a shopping experience you can depend on.