At Dr. Jo, we are always focus on customer satisfaction and strive to provide a unique shopping experience. If you wish to cancel an order, request a refund, or exchange a damaged or incorrect product, please follow these instructions:
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Order Cancellations & Returns:
• To cancel or return an order, please email info@doctorjo.com with your order number and reason for the request.
• Our team will send you a cancellation/return form to complete and return along with the product.
• Please keep your return receipt and parcel tracking number until the process is finalized.
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Return Policy:
• Orders can only be cancelled and refunded before shipment.
• For delivered products that do not match your order, please notify us at info@doctorjo.com.
• Refunds will always be issued to the original payment method used at purchase.
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Refund or Exchange:
Refund:
• Once we receive and review your cancellation request or returned product, we will review the case and your refund will be processed within 14 business days to the original payment method.
• You will receive a confirmation email once your refund has been completed.

Exchange:
• Exchanges are only available if you receive a damaged, defective, or incorrect product.
• Please note that we do not offer exchanges for reasons such as change of mind, preference, or ordering the wrong item.
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Damaged or Incorrect Products:
If your order arrives damaged or non-compliant:
• Contact our customer service team at info@doctorjo.com with your order number and clear photos of the product and its original packaging.
• This policy applies only to online orders placed through our website. Products purchased in retail stores cannot be returned through this process.
• Products must be returned in their original condition, unopened, and fully packaged, unless the damage occurred during shipping.
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Non-Returnable Products:
For health and safety reasons, the following items cannot be returned or exchanged unless they arrive damaged or incorrect:
• Opened or used cosmetics and personal care items.
• Products with broken seals.
• Discounted or promotional items (unless clearly stated as returnable at purchase).
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Important Information
• This policy complies with applicable consumer protection laws and does not affect your statutory rights.
• For international orders, we provide all required documentation for customs clearance. However, we are not responsible for customs fees, restrictions, or delays. Returns or exchanges cannot be accepted due to customs-related issues.
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At Dr. Joe, we are committed to making sure you’re happy with your purchase. If you have any questions, please reach out to us at info@doctorjo.com.