Jostco Textiles

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Refund and Returns Policy

‌Effective Date: October 31, 2026‌

Welcome to the official Refund and Returns Policy of Jostco Textiles International Inc., designed to keep your shopping experience on our e-commerce website www.jostcotextiles.com fair, transparent, and consistent with our brand promise: small cloths bring big kitchen joy for every home cook. This policy applies to all orders of our durable, grease-resistant kitchen textiles, including our kitchen cloths, scrub cloths, dish mats, soft placemats, and other related household kitchen goods purchased directly through our official platform. We have structured these rules to protect the interests of both our 75k+ happy customers and our small business operations, and we explicitly state from the start that ‌we do not support pure “refund only” requests under any circumstances, with no exceptions‌.

By placing an order on our website, you acknowledge that you have fully read, understood, and agreed to all the terms outlined in this policy, in addition to our general website terms of service and privacy policy.

1. Core Ground Rule: No Refund-Only Requests

At Jostco Textiles International Inc., we strictly prohibit any “refund only” application that does not include the return of the physical ordered products. Once we ship your ordered kitchen textiles from our distribution channels, you cannot keep the goods you received and apply for a full or partial cash refund at the same time. This rule applies to all scenarios, including but not limited to cases where you claim the product does not match your expectation, you mistakenly placed a duplicate order, or you no longer need the purchased kitchen goods after the order is delivered. All valid refund applications must be accompanied by the complete return of the original physical products you ordered, unless the delivered items are confirmed by our quality team to be completely damaged, defective to an unrecoverable state, or lost during transit and never successfully delivered to you.

We enforce this non-refund-only rule to make sure every home cook who uses our premium kitchen textiles gets the same high-quality experience, to prevent fraud and unfair order disputes that would disrupt our operations, and to keep our product pricing stable and accessible for all our customers who love our zero-fuss kitchen cleaning pieces that turn messy counter cleanup into a small, satisfying moment.

2. Eligibility Criteria for Valid Returns

To initiate a valid return request that can qualify for a corresponding refund, your application must meet all of the following requirements within 30 calendar days from the date you receive your full order:

  1. You must keep all returned products in their original unused, unwashed, and undamaged condition. Our kitchen cloths, placemats and other textiles are strictly tested to be 100% lint-free, scratch-free, and made with premium microfiber and natural cotton — once you machine wash, use, or stain the returned items, they can no longer be resold, and we will not be able to process your return request.
  2. You need to provide the original order number attached in your order confirmation email, along with clear photos to prove the products are in unused perfect condition.
  3. You must pay for the return shipping fee to send the items back to our designated return address, unless the return is caused by our confirmed error: such as we sent you the wrong product, wrong size, or the items arrive with manufacturing defects.
  4. Our customer support team must review and approve your return request before you send any items back. Unauthorized returns sent to our registered office at 21 Harriman Road, Aurora, Ontario L4G 2S7, Canada without prior approval will not be processed.

3. Step-by-Step Return Processing Flow

  1. ‌Submit your request‌: Send an email with your order number, photos of the unused products, and a brief note explaining your return reason to our dedicated support team at ivory@jostcotextiles.com. You can also call our customer line at +1 416 464 8339 during our working hours to submit your return inquiry.
  2. ‌Approval confirmation‌: Our team will review your application within 2 to 3 business days, and send you a formal approval email with our official return shipping address and a unique return tracking label for your package.
  3. ‌Ship back the products‌: Pack all the ordered items you plan to return securely, paste the provided tracking label on the outside of the package, and drop it off at the designated courier point. Send us the return tracking number once you have dispatched the parcel.
  4. ‌Inspection and refund‌: Once our warehouse team receives your returned package, we will inspect all items to confirm they meet our return eligibility standards. After the inspection passes, we will process your full or corresponding partial refund back to your original payment method within 5 to 7 business days. Please note that bank processing timelines may vary slightly depending on your payment provider.

4. Special Scenarios Handling

  • If your order is confirmed lost in transit and never delivered to you, we will arrange a full refund or send you a free replacement of the items you ordered, no return required.
  • If you receive products with confirmed manufacturing defects, such as irregular weaving that does not meet our dense-weave grease-lifting standard, we will cover the full return shipping cost for you, and you can choose to get a full refund or exchange for a brand-new set of our kitchen textiles.
  • If you request to cancel your order before it is dispatched from our warehouse, you can qualify for a full no-fee refund. Once the order is marked as shipped, you will need to follow the full return process outlined above.

If you have any questions about this Refund and Returns Policy, feel free to reach out to us anytime. Our team is always here to help you get the most out of our high-quality, sustainable kitchen textiles that are tested in real kitchens for daily home cooks like you.