We highly value customer service and strive to provide excellent service to ensure your satisfaction. And we understand the importance of customer service in establishing and maintaining good customer relationships. Our team is dedicated to assisting and supporting you with any issues or needs you may have.
I. General Policies
1. Applicability
Only orders purchased directly through djmbeauty.com are eligible for returns/exchanges.
For items purchased via other channels (e.g., Amazon, Target), contact the respective platform for support.
2.Non-Returnable/Non-Exchangeable Cases
▸ Missing original packaging/accessories/free gifts (including retail box, user manual, cables, etc.).
▸ Physical damage caused by mishandling (e.g., drops, liquid exposure).
▸ Natural wear and tear (scratches/stains).
▸ Items marked as "Final Sale" or "Gift".
II. Return Policy
1. Return Timeframes Standard Returns: Within 14 calendar days of delivery. Defective Items: Within the 1-year warranty period (proof of defect required).
2. Return Process STEP 1: Submit Request Email info@djmbeauty.com with: ▸ Order number + product name. ▸ Reason for return (video proof required for defects). STEP 2: Approval & Details Upon approval, customer service will provide the return address and cost details within 2 business days. STEP 3: Ship Back Securely repackage the item using its original packaging and share the tracking number with customer service. STEP 4: Refund Refunds will be processed to the original payment method within 7–15 business days after inspection approval.
3. Cost Responsibilities Non-Defective Returns：A $15 shipping fee (originating from the merchant) will be deducted (e.g., U.S. region). Defective Returns: Free (DJM covers return shipping costs).
4. Return Instructions Do not return products without prior confirmation from us. We do not accept returns via self-collection or collect-on-delivery (COD) shipping methods. Use original packaging to prevent damage during transit. Any losses due to failure to use the original packaging/materials will be your responsibility.
Inspection Process: Refunds/exchanges will be processed only if the returned item meets return/exchange criteria. ▸ Refunds cover the original order amount or reshipping costs only (local duties/taxes incurred during shipping are not covered). If the item fails inspection and has been sent to a DJM warehouse, DJM reserves the right to deny refunds/exchanges, and you will bear any return-related costs. Return Completion: The process is finalized within 7 business days of receiving the item. Regularly check your email for updates. Partial deductions may apply for items with visible wear, damage, missing parts, or opened/trial free gifts. Exchange Rate Disclaimer: Refund amounts may slightly differ from the original payment due to exchange rate fluctuations between payment and refund dates. Contact your bank for details.
III. Exchange Policy
1. Exchange Conditions Exchanges are only permitted for defective items within the 1-year warranty period. Required documentation: Issue description + video evidence (e.g., failure to power on, malfunction).
2. Exchange Process Follow the return process (specify "Exchange Request" in your submission). Replacement items will be shipped within 1–3 business days after receiving the returned product.
3. Out-of-Warranty Cases For damage caused by mishandling or items beyond the 1-year warranty period, contact DJM customer service for paid after-sales support.
IV. Order Cancellation
If you wish to cancel your order, please contact our customer service team via email at info@djmbeauty.com. Please provide the reason for canceling the order when contacting us, as this will help us process your request more quickly.
Cancellation Timeframe Only applicable to unshipped orders. Requests via email will be processed within 24 hours. Shipped orders must follow the return process.
V.Refund Details
Processing Time: Refunds are issued within 7–15 business days after initiation (dependent on bank processing speeds). Contact Support: info@djmbeauty.com (response within 24 hours on business days).
