Refund policy
We regret to inform you that we do not accept returns or exchanges for any reason other than product damage. We encourage you to carefully review the product description, specifications, and images before making a purchase. Our commitment to quality means that we take great care in packaging and shipping our products to ensure they reach you in pristine condition. However, if you receive a damaged product, we are here to assist you.
In the unfortunate event that you receive a damaged product, we kindly request you to follow our procedure to request a resolution. Please contact our dedicated customer support team within 2 days of receiving the product.
As part of our resolution process, an unboxing video is mandatory to claim a replacement for the damaged product. This video will help us accurately assess the damage and expedite the resolution process. Our customer support team will review your request promptly and may require additional information or evidence, if necessary. If your claim is approved, we offer replacement. We will promptly send you a replacement product. Please understand that the decision regarding the resolution of a damaged product is made with utmost care and is at our sole discretion. We aim to provide you with the best possible solution within our means.
Cancellation Charges
If item has been shipped, the order cannot be cancelled only replaced if only the item is damaged or defective. We will offer replacement for any such defective items within 15-25 days of the receipt of the product in our warehouse. This means the once the replacement is approved, the customer will get the replacement within 10-15 days.
To start a return/replacement, you can contact us at support@joyboxfactory.com. If your return/replacement is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@joyboxfactory.com
Color Disclaimer
Despite every effort to provide accurate images of each product's colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the installation location, slight differences in product finishes over time and other factors .We will not accept responsibility for any colour or design differences that are not factory faults. In purchasing from JOYBOX, you agree to accept the small risk that there will be a slight variation between the actual colour and design, and the representation on our website. In addition, please be aware that colours and textured finishes often vary between manufacturers; for example slightly different shades of ‘White’, different degrees of shininess, and different looks and feel for ‘wood’ material.
Any returns for a product due to customer dissatisfaction with a finish (that is not a fault), minor scratches will need to comply with the JOYBOX.
Package is Marked Delivered but not received
In the event your tracking information shows your package was delivered, but you did not receive it, please reach us at support@joyboxfactory.com to raise a query. We do ask that you check with nearby neighbors to see if your package was accidentally delivered to the wrong address, or check with the front desk of your residential complex to see if they are holding your package.
Please note: You must reach out to JOYBOX within 2 days of your tracking information saying “delivered” in order for us to initiate a claim for your package.
Exceptions/Non-returnable items
While rare, mistakes can happen. In the unlikely event of an error on our part, such as shipping the wrong item or an incorrect quantity, please contact our customer support team within 2 days of receiving the product. We will work closely with you to address the issue and provide an appropriate resolution.
RTO ORDERS
Our delivery partners try to deliver your order three times before initiating a return to origin (RTO) to us. If the parcel is returned back to us for any reason, customer has to pay the minimum shipping charges again and there product will be re-shipped again after the RTO is being delivered to us and product can be shipped accordingly future dates with customer co-ordination.
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. Once your refund has been issued, you shall receive an email from us and the refund shall appear in your account within next 7 days. Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't been received within 7 days of refund email, raise a support ticket and we shall help you out.