Refund policy
We want you to be happy with your Joyana order. Please review the policy below before requesting a return, refund, or cancellation.
Returns
We accept return requests within 14 days of delivery.
To be eligible for a return, your item must be unused, in its original condition, and with any original packaging where applicable.
To request a return, please contact us before sending the item back. Once your return is approved, we will provide you with return instructions and, where applicable, the return address. Returns sent without prior approval may not be accepted.
For standard returns, including change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless the item is defective, damaged, incorrect, or otherwise required by applicable law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, misprinted, or you receive the wrong item, please contact us within 30 days of delivery.
Please include your order number, a description of the issue, and clear photographs showing the problem.
After reviewing the claim, we may offer a replacement or refund at no additional cost. In many cases, damaged or defective items do not need to be returned.
Please do not send a damaged or defective product back unless we specifically ask you to do so.
Order Cancellations
Orders may be cancelled within 24 hours of being placed.
Because our products are made to order, once the 24-hour cancellation period has passed and production has begun, we may no longer be able to cancel or modify the order.
Personalized or Custom-Made Products
Personalized or custom-made products may not be eligible for change-of-mind returns or cancellations once production has started, except where the item is defective, damaged, incorrect, or where applicable law provides otherwise.
Refunds
Once an approved return is received and reviewed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
European Union Customers
If you are a consumer located in the European Union or another jurisdiction that provides mandatory withdrawal rights, you may have additional rights under local consumer protection laws. Nothing in this policy limits any rights that cannot legally be waived or restricted.
EU consumers generally have a 14-day right of withdrawal for online purchases, subject to applicable exceptions, including certain personalized or made-to-order goods.
Contact Us
If you have questions about a return, refund, damaged product, or cancellation, please contact us through the contact information provided on our website.
