RETURN & REFUND POLICY

At Jervago, clear information about returns, refunds, cancellations, and order-related issues matters to us. Please review this policy before completing your purchase. For assistance, contact service@jervago.com and include your Order Number and the email address used to place the order.

1. Return Eligibility

Within 14 days after delivery, eligible return requests may be submitted.

To be eligible, an item must generally be unused and in its original condition; show no signs of use, wear, soiling, alteration, or damage after delivery; include original packaging where applicable and any accessories or components supplied; and be accompanied by valid order information.

The condition of returned merchandise may be reviewed before a refund is approved. Where more than 14 days have passed since delivery, a standard return request may be unable to be accepted, except where required by applicable law.

2. How to Request a Return

Before sending any product back, contact service@jervago.com and provide your Order Number, order email, the item you wish to return, the reason for return, and photos where reasonably necessary.

Your request will be reviewed by our customer service team, and return instructions will be provided if the return is eligible. Products should not be sent back without first contacting us.

3. Change-of-Mind Returns

Eligible unused products may be returned within the 14-day return period, including where you have changed your mind or selected an unsuitable available option.

Where a return is not caused by a product defect, shipping error, or other issue attributable to us, the customer is responsible for applicable return shipping costs. For change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by applicable law.

4. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or materially different from the product ordered, contact us within 14 days after delivery so that the issue can be reviewed.

Please provide your Order Number, order email, a description of the issue, clear photographs showing the product and problem, video evidence where useful, and a photograph of the package or shipping label where relevant. The item and original packaging should be retained while the claim is reviewed.

5. Resolution for Product Issues

Once the required information has been received, the circumstances will be reviewed by our team. For an approved claim involving a damaged, defective, missing, or incorrect item, an appropriate resolution may be offered depending on the circumstances, such as a replacement, partial refund, or full refund.

Additional information may be requested where reasonably necessary. A particular resolution is not automatically guaranteed by submitting a claim; the appropriate solution depends on the nature of the issue and the information available.

6. Non-Returnable Items

Certain products may not be eligible for return where applicable, including:

· products that have been used, worn, chewed, soiled, altered, or damaged after delivery

· products returned without required components or accessories

· products showing misuse or improper handling

· items identified as non-returnable or final sale before purchase

· items that cannot reasonably be accepted for hygiene or safety reasons where applicable.

Rights relating to products that arrive damaged, defective, or incorrect, or other rights that cannot lawfully be excluded, are not limited by this section.

7. Exchanges

A standard direct exchange service for different styles, colors, or sizes is not currently operated. If another available option would be preferred, contact service@jervago.com.

Where an ordinary return is eligible, the original item may be returned under this Policy and a new order placed for the preferred product. For an approved damaged, defective, or incorrect-item claim, a replacement may be offered as part of the resolution.

8. Return Authorization

Merchandise should not be returned without first contacting our customer service team. If the return is approved, the applicable return instructions will be provided.

Products sent without prior authorization may be difficult to identify and may delay or prevent processing. Our registered business address is not automatically our merchandise return address; only the return instructions provided by our customer service team should be used.

9. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return. For an eligible return based on personal preference or change of mind, the customer is responsible for return shipping costs.

For an approved claim involving an incorrect, damaged, or defective product attributable to us, the return shipping cost will be covered and the appropriate resolution and return instructions provided. Any applicable shipping responsibility will be communicated before the return is sent.

10. Refund Processing

Once an eligible returned item is received, it will be inspected and the return reviewed. If approved, the refund will generally be issued to the original payment method used for the purchase.

We aim to process approved refunds within 5–10 business days after the returned item has been received and inspected. Additional time may be required by your bank, card issuer, or payment provider to post the funds; these additional processing times are controlled by the relevant financial institution and may vary.

11. Original Shipping Charges

For standard change-of-mind returns, original shipping charges are generally non-refundable. Where a refund results from an approved damaged, defective, or incorrect-item claim, applicable shipping charges may also be reviewed as part of the resolution.

Rights that may apply under mandatory consumer protection laws are not limited by this section.

12. Order Cancellations

To request cancellation, contact service@jervago.com as soon as possible after placing your order. Reasonable efforts will be made to accommodate cancellation requests before the order enters fulfillment.

Once processing or shipment has begun, cancellation cannot be guaranteed. An order that has been dispatched generally cannot be cancelled in transit; if eligible, a return may be requested after delivery under this Policy.

13. Missing Items

If an item appears to be missing, first check whether your order was divided into multiple shipments, as packages may arrive on different dates. Once all expected packages have been delivered and an item is still missing, contact service@jervago.com with your order number and details of the missing item.

14. Packages Lost in Transit

If tracking indicates that a shipment may have been lost, contact our customer service team. Tracking information may be reviewed and, where appropriate, the carrier or logistics provider may be engaged to investigate.

If the shipment is confirmed as lost in transit, the circumstances will be reviewed and an appropriate resolution provided in accordance with our store policies.

15. Package Marked Delivered but Not Received

If tracking shows delivery but the package cannot be located, check the delivery location and surrounding areas, ask household members or neighbors where appropriate, review any delivery notice or proof of delivery, and contact the local carrier using your tracking number.

If the shipment still cannot be located, contact service@jervago.com with your order information. Available delivery information will be reviewed and reasonable assistance provided where possible.

16. Refunds to the Original Payment Method

Approved refunds will normally be issued to the payment method originally used for the purchase. If that payment method is no longer available, or another issue prevents the refund from being completed normally, contact customer service so the situation can be reviewed.

Refunds will not normally be issued to an unrelated third-party payment account.

17. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or replace consumer rights that cannot lawfully be waived or limited under applicable law. Where mandatory consumer protection laws provide additional rights or remedies, those requirements apply.

18. Contact Us About a Return or Refund

Questions about returns, refunds, cancellations, damaged products, incorrect items, or other order-related issues may be directed to us using the details below.

Customer Service Email: service@jervago.com

Phone / SMS: +1 8542028711

Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (MT)

We aim to respond to customer service emails within 24–48 hours on business days.

Company Information

Operated by:	Zhengzhou Lexin Technology Co., Ltd.
Business License Entity:	Zhengzhou Lexin Technology Co., Ltd.
Email:	service@jervago.com
Customer Service:	+1 8542028711
Registered Address:	Room 801, 8th Floor, Unit 2, Building 7, No. 177 Yinghe West Road, Zhongyuan District, Zhengzhou, Henan, China
Website:	https://jervago.com