Refund policy

Welcome to JENS CHOY. We value our customers and want you to have a smooth and satisfying shopping experience. If you receive a product that is damaged, defective, incorrect, or otherwise eligible under this policy, we are here to help.

By placing an order with JENS CHOY, you agree to the terms and conditions outlined below.

1. Products Covered by This Policy

This Return & Refund Policy applies to products purchased from JENS CHOY, including:

  • Facial & Facial Kits

  • Whitening Care

  • Cleansers & Face Wash

  • Serums

  • Other skincare and beauty products available on our website

2. Return Eligibility

Customers may request a return or replacement if:

  • The product received is damaged or defective.

  • You received the wrong product.

  • You received an incorrect quantity.

  • The product is significantly different from what was ordered.

  • The product was damaged during delivery.

To be eligible for a return, you must contact us within 2 days of receiving your order.

The product must be returned in its original condition, packaging, and with all original accessories, labels, and seals where applicable.

3. Non-Returnable Products

For hygiene and safety reasons, we generally do not accept returns of skincare or beauty products that have been opened, used, tested, or tampered with.

The following products are generally non-returnable:

  • Opened or used skincare products

  • Used facial kits

  • Opened cleansers or face washes

  • Opened serums

  • Opened whitening-care products

  • Products with removed or damaged seals

  • Products damaged after delivery due to customer handling

  • Products purchased on sale or clearance, unless the product was received damaged, defective, or incorrect

If you are unsure whether your product qualifies for a return, please contact us before sending it back.

4. Wrong Product Received

If you receive a product different from the one you ordered, please contact us within 3 days of delivery.

Please provide:

  • Your order number

  • Your name

  • Your contact number

  • A clear photo of the product received

  • A clear photo of the packaging/shipping label

After reviewing the information, we may arrange a replacement or another appropriate solution.

5. Damaged Product

If your order arrives damaged, please contact us within 2 days of receiving the package.

Customers are requested to take clear photos or videos of:

  • The damaged product

  • The product packaging

  • The shipping package

  • The delivery/shipping label

This information may be required to verify the damage and process your request.

If the damage is confirmed to have occurred during delivery, JENS CHOY may offer a replacement or refund, depending on product availability and circumstances.

6. Change of Mind

We currently do not accept returns simply because a customer has changed their mind, ordered the wrong product, or no longer wants the product.

Because our products are skincare and personal-care items, we prioritize hygiene and product safety.

7. Refunds

If your return is approved and a refund is applicable, the refund amount will generally be based on the amount paid for the eligible product.

Refunds may be issued through the available payment method or another mutually agreed method.

Please note that original delivery/shipping charges may be non-refundable unless the return is due to an error on our part, such as sending the wrong product or a confirmed defective/damaged item.

8. Replacement Policy

Where appropriate, JENS CHOY may offer a replacement instead of a refund.

A replacement may be provided when:

  • The wrong product was sent.

  • The product arrived damaged.

  • The product was confirmed to be defective.

  • The replacement product is available in stock.

If the exact product is unavailable, we may offer an alternative solution, refund, or other appropriate option.

9. Return Shipping Charges

If the return is due to an error by JENS CHOY, such as:

  • Wrong product shipped

  • Incorrect order fulfillment

  • Confirmed defective product

  • Confirmed damage during delivery

JENS CHOY may cover or reimburse reasonable return shipping costs, subject to verification.

If a return is approved for another reason, the customer may be responsible for the return shipping cost.

10. Return Inspection

All returned products are subject to inspection.

We reserve the right to reject a return if:

  • The product has been used or opened.

  • The product has been damaged by the customer.

  • The product is missing original packaging or components.

  • The product has been tampered with.

  • The return request was made after the applicable return period.

  • The condition of the product does not match the reason provided for the return.

11. Refund Processing Time

Once the returned product has been received and inspected, we will review the request.

If your refund is approved, we will process it as soon as reasonably possible.

The time required for the refund to appear in your account may vary depending on the payment method, bank, payment provider, or other financial institution.

12. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been processed or dispatched may be eligible for cancellation.

Once an order has been dispatched, cancellation may no longer be possible, and the customer may need to follow the applicable return procedure.

13. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information when placing an order.

JENS CHOY is not responsible for delays, failed deliveries, or additional shipping charges caused by:

  • Incorrect address

  • Incomplete address

  • Incorrect phone number

  • Customer unavailability

  • Refusal to receive the package

If a package is returned to us because of incorrect information or customer refusal, additional shipping charges may apply if the order needs to be resent.

14. Product Allergies & Skin Reactions

Our products are intended for cosmetic and skincare purposes. Individual skin types and sensitivities may vary.

Customers should carefully review the product information and ingredients where provided and perform a patch test when appropriate.

JENS CHOY cannot guarantee that every product will be suitable for every individual's skin type.

A return or refund is not automatically available solely because a product does not suit an individual's skin or causes a personal sensitivity/allergic reaction.

If you experience a serious or unexpected reaction, discontinue use of the product and seek appropriate professional medical advice.

15. How to Request a Return or Refund

To request a return, replacement, or refund, contact us with the following information:

  • Full Name

  • Order Number

  • Contact Number

  • Product Name

  • Reason for Return

  • Clear photos/videos of the product, packaging, and shipping label where applicable

Please send your request through:

Phone / WhatsApp: +92 323 2808238
Email: jenschoy.pk@gmail.com

Our team will review your request and provide further instructions if the return is approved.

16. Unauthorized Returns

Please do not send any product back to us without contacting our customer support team first.

Returns sent without prior approval may not be accepted or processed.

17. Promotional & Discounted Orders

Products purchased during special promotions, discounts, bundles, or clearance sales may have different return conditions.

Unless otherwise stated, promotional or discounted products are non-returnable except where the product is confirmed to be damaged, defective, or incorrectly supplied.

18. Exchange Policy

Where available, eligible products may be exchanged for the same product.

An exchange is subject to product availability and approval by JENS CHOY.

If the requested replacement is unavailable, we may offer another appropriate resolution.

19. Policy Changes

JENS CHOY reserves the right to update or modify this Return & Refund Policy at any time.

Any changes will be posted on this page with an updated "Last Updated" date.

Customers are encouraged to review this policy before placing an order.

20. Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us:

JENS CHOY

Phone / WhatsApp: +92 323 2808238
Email: jenschoy.pk@gmail.com

We are committed to providing our customers with quality skincare products and a reliable shopping experience.