Our Returns Policy forms part of, and must be read in conjunction with, our Terms of Use. We reserve the right to change this Returns Policy at any time. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns Policy does not affect your statutory rights.

NO REFUND FOR ITEMS ON SALE

All sales items or discounted items are final unless an item is proven to be damaged or faulty.

DAMAGED OR FAULTY PRODUCTS

We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty, we ask that you let us know within 14 days of receiving them in the mail.

We will arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

• send a replacement to you; or
• provide you with a refund.

Please see details below on how to organise a return. 

Changed your mind? No problem. If for any reason you are not completely satisfied with your purchase, we will happily accept returns if the item is unused with the original tags still attached and in the original packaging which must be in the original condition. Upon receipt, we will issue you with a credit note, if you notify us within 14 days of purchase. Please note that we do not refund the postage fees for change of mind returns. Please see “HOW TO RETURN CHANGE OF MIND PRODUCTS” for details on how to return.

HOW TO RETURN PRODUCTS

To return an incorrect, faulty or damaged product, please follow the simple steps below:

1. To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via https://joyempathy.com/pages/contact-us.
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. We will organise a refund or replacement depending on the option you have selected. Please allow for up to 14 days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

HOW TO RETURN CHANGE OF MIND PRODUCTS 

To return a change of mind product, please follow the simple steps below:

1. Let us know you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via https://joyempathy.com/pages/contact-us.
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. Provided that we receive the products in their unused and unopened condition we will arrange for a credit note to be provided. Your credit note is awarded after the return item has been received by JOYEMPATHY. Please keep all email references regarding your credit note.

We recommend that you return the product via Registered post. JOYEMPATHY will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

• If the item is damaged or faulty; or
• If we sent you the wrong item.