You can request a return or refund if:

• The item is defective, damaged, or incorrect upon delivery.

• The request is made within 5 days of receiving your order.

• The item is unused, unopened, and in its original packaging (unless defective).

Unboxing Video is Required

• Record a clear video while opening your package.

• Show the shipping label and the entire unboxing process.

• Clearly show the defect, damage, or wrong item.

This helps us verify the claim and process your request quickly.

For hygiene and safety reasons, the following items are non-returnable unless defective, damaged, or the wrong item was sent:

• Cosmetics & skincare products

• Undergarments & intimate wear

• Personal care items (toothbrush, razors, etc.)

• Perfumes & fragrances — must be unopened and unused for eligibility

• Food & perishable goods

• Contact us or your agent within 5 days of delivery.

• Provide order number, photos/videos of the item, and a short description of the issue.

• Wait for our approval confirmation before sending the item back.

• Once we receive and inspect the returned item, we will issue a refund or replacement within 5-7 business days.

• Refunds are sent via GCash, PayMaya, bank transfer, or store credit.

• Shipping fees for returns are shouldered by the customer, unless the item is defective, damaged, or incorrect.

• For agent-handled orders, coordinate directly with your JuanStopShop Sales Partner.

• Refund amount will not include original shipping fees (unless the return is our fault).