At Jostory, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please follow the guidelines below.
### 1) Timeframe to request
You may request a **return or exchange within 7 calendar days** of receiving your order.
### 2) Conditions for returns/exchanges
To be eligible, the product must:
- Be **unused**, in perfect condition
- Include the **original packaging**, accessories, and all items sent
- When applicable, be **sealed** (for hygiene and safety)
**Important:** Because these are beauty/hygiene items, we **do not accept returns of opened, used, or tampered products**, except in cases of defects or shipping errors.
### 3) Defective item or wrong order
If you received an item that is **defective**, **damaged**, or **different from what you ordered**, please contact us within **48 hours** of delivery and send photos/video of the product and packaging.
### 4) How to request
Contact us at:
- **Email:** jostory948@gmail.com
- **WhatsApp:** +55 84 98143-0309
Please include: order number, full name, and the reason for the request.
### 5) Return shipping
- If the issue is a **defect** or **shipping error**, Jostory will guide you through the process and the return shipping cost will be handled with you via support.
- For **change of mind**, return shipping may be the customer’s responsibility (subject to order review).
### 6) Refunds
After we receive and inspect the returned item, refunds will be processed according to the original payment method:
- Card payments: refund to the card (timing depends on the card issuer)
- Other methods: refund to an account/method agreed upon with support
### 7) Customer support hours
Our support team is available **Monday through Sunday, 8:00 AM to 9:00 PM**.
