Return, Exchange, and Cancellation Policy

At Ajoova, we want to ensure you are completely satisfied with your purchase. If for any reason you need to return, exchange, or cancel an order, please review the following policies carefully. By making a purchase, you agree to these terms.

1. Return Policy

We accept returns under the following conditions:

• Return Period: You can return items within 5 days from the delivery date.
• Unboxing Video Requirement: To ensure that the product is returned in its original condition, an unboxing video is required for all returns. The video should show the unboxing process, including the condition of the product and packaging. Returns without an unboxing video will not be approved.
• Return Process: Once we receive your unboxing video and verify the condition of the item, we will approve the return. After approval, our courier partners will arrange for the pickup of the returned item. Once the item is received and inspected by our team, your refund will be processed. Refunds will be issued to your original payment method within 7 to 15 business days after the product is inspected.
• Non-Returnable Items: Some products may be marked as non-returnable due to hygiene, safety, or other concerns. Please check the product details before purchasing.

2. Exchange Policy

We offer exchanges under the following conditions:

• Exchange Period: You can request an exchange within 48 hours of receiving your order.
• Unboxing Video Requirement: Like returns, an unboxing video is required for exchanges. This helps us ensure that the product is in its original condition and hasn't been damaged by the customer. The unboxing video is mandatory for processing the exchange request.
• How to Request an Exchange: To initiate an exchange, please contact our customer service at ajoova@ajoova.com with the following details:
• Order Number
• Item(s) you want to exchange
• The reason for the exchange
• The unboxing video
• Shipping Charges for Exchanges: A flat fee of $10 will be charged for shipping the replacement item to you. This fee must be paid prior to the dispatch of the exchanged product.
• Condition of the Product: The item must be unused, in its original packaging, and in resalable condition for an exchange to be approved.

3. Cancellation Policy

We understand that sometimes things change, and you may need to cancel your order. Please follow these guidelines for cancellations:

• Cancellation Window: Orders can be canceled within 24 hours of placing the order or before the order is dispatched. After 24 hours or once the order is dispatched, cancellations are not allowed.
• How to Cancel: To cancel your order, please contact our customer support team at ajoova@ajoova.com within the allowed cancellation window. Provide your order number and request to cancel the order.
• Frequent Cancellations: Please note that frequent cancellations may result in the permanent blocking of your account. Such cases will also be reported to other online platforms, which may prevent you from making future purchases with them.

4. Important Notes

• Processing Time: Once your return, exchange, or cancellation request is received, we will process it as quickly as possible. Processing times for returns and exchanges may vary depending on product availability and the shipping method.
• Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately at ajoova@ajoova.com. We will arrange for a return and refund or exchange as per our policies.
• Items Not Eligible for Return or Exchange: For hygiene or safety reasons, certain items (such as pet grooming products, opened food items, etc.) may not be eligible for return or exchange. Please review the product details and check with our customer support team if unsure.

If you have any further questions or need assistance with your return, exchange, or cancellation request, please don’t hesitate to contact us at ajoova@ajoova.com.

We appreciate your understanding and cooperation with our policies. Thank you for shopping with Ajoova!