At Dr.Jones we want you to shop with confidence. If something is not quite right, you may request a return or exchange within 15 days of the delivery date.

1. Eligibility

• Items must be unused, unopened, and in their original packaging, with all safety seals intact.
• Please include your order number, receipt, or other proof of purchase.
• For hygiene reasons, opened or partially-used skincare products cannot be returned unless they arrived damaged or defective.

2. How to Start a Return

1. Email our support team at mail@drjonesskincare.com within 15 days of receiving your parcel. Please attach clear photos if the item is damaged or incorrect.
2. Our team will review your request and, if approved, email you a prepaid return label and packing instructions. Returns sent without prior approval will not be accepted.

If you have any questions at any stage, reach us at the email above and we’ll be happy to help.:contentReference[oaicite:0]{index=0}

3. Exchanges

The fastest way to get the product you want is to return the original item for a refund and place a new order. Once we have confirmed your return, you can proceed with the new purchase.:contentReference[oaicite:1]{index=1}

4. European Union – 14-Day Cooling-Off Period

For orders shipped to the EU, consumers have the right to cancel or return an order within 14 days of delivery for any reason. All returned merchandise must meet the same condition requirements stated above.:contentReference[oaicite:2]{index=2}

5. Refunds

We will email you once your return is received and inspected. Approved refunds are processed to the original payment method within 10 business days. Bank or card providers may require additional time to post the credit. If you have not seen the refund after 15 business days, please contact us.:contentReference[oaicite:3]{index=3}

6. Shipping Costs

• If the return is due to our error (defective, damaged, or wrong item), we cover return shipping.
• For all other returns, the original shipping fee (if any) is non-refundable, and return postage will be deducted from the refund or paid by the customer, depending on your location.

7. Damages & Issues

Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, email us within 48 hours of delivery with photos so we can evaluate and make things right.:contentReference[oaicite:4]{index=4}

8. Contact

Customer Support:
mail@drjonesskincare.com
Support Hours: Monday – Friday, 10 am – 6 pm (GMT+8)