Return and refund policy

Last updated: December 15, 2025

This Return & Refund Policy applies to all products purchased through jorex.shop. We are committed to ensuring your satisfaction with our bathroom wellness products.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unused, clean, and in its original packaging.
  • Hygiene & Sanitary Warning: Due to the nature of our products (Toilet Stools), we strictly cannot accept returns of used items. If the item shows any signs of use, assembly, or exposure to a bathroom environment, the return will be rejected for health and safety reasons.
  • You must provide a receipt or proof of purchase.

Non-returnable items:

  • Gift cards.
  • Items that have been used or are missing their original sanitary packaging.
  • Items damaged due to misuse or improper assembly.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process To start a return, you can contact us at support@jorex.shop or call us at +1 2282351543.

  • Step 1: Contact our support team with your order number and reason for return.
    • Defective Item? If your stool arrived broken or defective, please email us a photo immediately. You often do not need to return a broken item; a photo is usually sufficient for a replacement.
  • Step 2: If your return is accepted, we will send you the return address and instructions.
  • Step 3: Pack the items securely and attach the return label (if provided) or address clearly.

4. Return Shipping Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or has a manufacturing defect, we will cover the return shipping cost (or simply refund/replace without requiring a return).
  • Customer Remorse: If you purchased the wrong size/model, or you no longer want the item, the customer is responsible for the actual cost of return shipping.
    • Note for New Zealand Customers: You are returning the item to our facility in the USA. International shipping costs for bulky items like toilet stools can be significant. Please verify shipping rates before initiating a return.
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns should be sent to our US warehouse at:

8856 Ashgrove House Ln Apt 202 Vienna, VA 22182-5563 United States

6. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Currency Note: Refunds are processed in US Dollars (USD). If your bank account is in New Zealand Dollars (NZD), the final refunded amount may vary slightly due to your bank's currency exchange rates at the time of the refund.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@jorex.shop
  • Phone: +1 2282351543
  • Address: 8856 Ashgrove House Ln Apt 202, Vienna, VA 22182-5563, USA