Refund policy
Joma Official Online Store Returns and Exchanges Policy
1. Eligibility and Request Period
A valid original Joma receipt or proof of purchase is required for all return and exchange requests.
Requests must be submitted within the following periods:
- Courier delivery / collection point orders: Within 14 days of the dispatch date.
- In-store collection orders: Within 14 days of the collection date.
Items must be unwashed, unworn and unused, and remain in new, complete and clean condition, with all original tags intact and the original packaging included.
The following are not eligible for returns or exchanges:
- Altered or customised items;
- Discounted items sold with disclosed defects;
- Items ordered from overseas;
- Gift packaging and shopping bags.
Except where an item has a quality defect, we offer exchanges only and do not accept returns for a refund.
2. Exchange Arrangements
Exchanges are available only for a different colour or size of the same product code, subject to stock availability.
For all orders, please contact customer service for approval before returning an item. Once approved, the item must be sent to the designated return address within 7 days.
Please do not return items without prior approval or visit a store to arrange a return or exchange directly.
Shipping costs are allocated as follows:
- Exchanges for personal reasons, such as choosing the wrong size or colour: Customers are responsible for arranging and paying for return shipping. We will cover the cost of sending the replacement item to the designated address.
- Returns or exchanges due to a quality defect: Once the defect has been confirmed following inspection, we will cover the relevant return and replacement shipping costs. Please confirm the shipping arrangements with customer service beforehand.
All returned items must undergo warehouse inspection. Immediate in-store exchanges are not available. Our warehouse is located in mainland China, so additional time is required for transfer and inspection. Customer service will advise you of the expected completion time.
3. Refunds, Vouchers and Gifts
If an item is confirmed to have a quality defect and a refund is approved, the refund will be issued through the original payment method. If a bank transfer is required, customer service will confirm the arrangements with you.
The time for a refund to appear in your account depends on your bank or payment provider.
If a Joma Shop Back voucher was used, the refund will be based on the amount actually paid for the item, excluding the voucher discount. Used vouchers will not be reissued.
Any vouchers or complimentary gifts received with the purchase must also be returned when arranging a return or exchange.
4. Returns and Exchanges Procedure
Step 1: Contact Customer Service
Email order@jomasports-hk.com with the following information:
- Order number;
- Product name or code;
- Reason for the request;
- Preferred replacement size or colour;
- Photos showing the issue, if the request concerns a quality defect.
We will reply within 2 business days to confirm the next steps.
Step 2: Prepare Your Parcel
Once your request is approved, securely pack the item with its original tags and packaging.
Include a note containing your order number inside the parcel so we can identify and process your request.
Step 3: Return the Item
Send the item within 7 days of approval to:
Recipient: Joma HK
Telephone: +852 9579 0180
Address: Room 801, Trendy Centre, 682 Castle Peak Road, Cheung Sha Wan, Kowloon, Hong Kong
This is our return collection address. Items will subsequently be transferred to the warehouse for inspection.
Please retain your shipping receipt and tracking number.
Step 4: Inspection and Processing
Once the warehouse has received and inspected the item and confirmed that it meets the eligibility requirements, we will arrange the exchange or process the approved refund within 3 business days.
This processing period excludes transfer time, delivery time and the time for the refund to appear in your account.
5. Other Information
Website images are for reference only. Please refer to the actual item for its colour.
In the event of any dispute, Joma reserves the right to make the final decision.
Contact Us
Email: order@jomasports-hk.com
Telephone: +852 9579 0180
If you have any questions, please contact our customer service team. Thank you for your understanding and support.
