Returns Policy
In-store returns
Online returns
Exchanges
International returns

We sincerely hope you enjoy your JAO products. However, if a product is not suitable, we are happy to arrange a refund or exchange according to the instructions below.

Returns Period

We will issue a refund for the original purchase price or offer an exchange upon return of the products, with proof of purchase, if the product was purchased:

• during any period other than November 1 to December 31 (inclusive): within thirty (30) days from the date of purchase.

• between November 1 and December 31 (inclusive): within ninety (90) days of purchase.

Adverse reactions to JAO products

If you experience an adverse reaction to a JAO product or have any quality concerns, please contact us immediately for guidance.

Please refer to our online Terms of Trade for the country of purchase to understand your rights and JAO's obligations under the law.

Proof of Purchase and Refunds

Proof of purchase can be a receipt (paper or electronic), a bank statement, or, if your purchase was associated with your customer profile, it can be retrieved from our system.

If you have a gift receipt, we will issue an exchange or a gift card.

Refunds will be processed to the original payment method. Products can be exchanged for any items up to the value of the returned products. Any additional cost beyond the value of the returned items must be covered by the customer.

If you do not have proof of purchase, we are happy to arrange an exchange for products of equal or greater value at any JAO store, with any price difference covered by the customer.

Kits, (Gift-Kits, Duets, Pre-Packaged Bundles, Travel Kits)

You may return any of our Kits in accordance with this Policy, but only if you return the entire Kit with all its products included. Individual products within a Kit cannot be refunded or exchanged separately.

Gift Cards

Gift cards cannot be returned or redeemed for cash, except where required by law.

How to make a return

In-Store

For products purchased in any JAO store and via Call and Collect

Products purchased in a JAO store or through the Call and Collect service may be refunded for the purchase price at any JAO store in the country of purchase or exchanged at any JAO store, in accordance with this Policy. These products cannot be returned or exchanged through our online store.

For products purchased through a department store or other authorised stockist

Please refer to the returns policy of the department store or authorized stockist for information on requesting a refund or exchange for products purchased from these retailers.

Products bought from a JAO counter in a department store or from an authorized stockist can be exchanged for other products at any JAO store, in line with this Policy.

Refunds cannot be processed at any JAO store or through our online store for these purchases.

Purchases made at JAO stores or through our online store cannot be refunded or exchanged at department stores or authorized stockists.

For products purchased through any JAO store or counter at an airport

Please check the returns policy of the airport store or counter for information on requesting a refund or exchange for products purchased there.

Products bought from an airport store or counter can be exchanged for alternative items at any JAO store, according to this Policy.

Refunds cannot be processed for purchases made at JAO stores or counters in airports, either at JAO stores or through our online store.

Online

For products purchased via Alipay, PayPal, WeChat Pay or Klarna

We cannot process refunds in a JAO store for purchases made online using AliPay, PayPal, WeChat Pay, or Klarna. Please contact our online store to request a return, following the instructions provided above.

Exchanges

To exchange products purchased from our online store, in line with this Policy, please either:

• visit an JAO store for an exchange to be coordinated; or

• contact our online store to request a return as per the above guidance and complete the purchase of alternative products either online or in store.

International Returns

Due to variations in currencies, pricing, and tax regulations, we cannot process refunds for JAO products purchased in a country different from the country of purchase.

However, we are happy to arrange an exchange for products of equal or greater value at any JAO store worldwide, with any price difference covered by the customer.