Refund policy
1. Refunds and Returns
A. Physical Products
A1. Item Arrived Damaged or Faulty
If your product arrives damaged or defective, don’t worry—you’re entitled to a full refund or a replacement.
Just email us at info@joyful-couple.com within 5 days of receiving your order, and make sure to include some proof of the issue, like photos, a video, or a description.
A2. Unopened, New Condition Items (Still in Shrink Wrap)
We’re happy to accept returns for unopened, unused items that are still in their original shrink wrap within 45 days of delivery.
Just a heads up:
- You’ll need to cover the return shipping and any related costs.
- There’s a $3.99 restocking fee for each unit.
- Refunds will be processed once we receive and inspect the returned product.
❗Important: With some exceptions, once you open the item or take it out of its plastic wrap, it can’t be returned.
A3. Opened Products
Unfortunately, for the majority of orders, we can’t accept returns for opened products, even if they’re in perfect condition. So, please double-check that your item is unopened before you request a return.
B. Massage Oils
For hygiene reasons, opened massage oils can’t be returned. If you want to return the product, please keep the plastic seal intact. Of course, if your massage oil arrived damaged, get in touch with us within 5 days to request a refund or replacement.
Just a note: a broken inner insert (for the box) isn’t considered damage—it’s meant to absorb shock and protect the bottle.
C. Digital Products
All digital purchases, like downloadable PDFs, are non-refundable. If you’re having trouble accessing your file, just drop us a line at info@joyful-couple.com, and we’ll be happy to resend your download.
D. Lost Packages (In Transit)
In rare situations, a shipment might be deemed “lost in transit.”
It's considered lost, if the tracking hasn’t updated for:
- 20 consecutive days (for US or EU destinations);
- 30 consecutive days (for locations outside of US/EU).
If that happens, you’re eligible for either:
- A full refund, or
- A replacement package.
To qualify, please contact us within 100 days of your order date. Most shipping carriers keep tracking records for up to 120 days. If you fail to contact us before 100 days, your order is considered as complete and is no longer refundable.
E. Damaged Items
If you happen to receive an item that’s damaged or defective, don’t worry! You have 5 days from the delivery date to let us know about it.
Just shoot us an email at info@joyful-couple.com within 5 days of receiving your order, and please include:
- Your order number
- A brief description of the issue
- Photos or a video showing the damage
- How you’d like us to resolve it (refund, replacement, etc.) Once we’ve had a chance to review everything, we’ll get back to you within 14 business days with the next steps (usually, it's much sooner).
If we approve your request, you’ll receive a refund, a replacement, or an exchange at no extra cost.
2. Shipping & Return Details
- Cancelling Orders
You can cancel your order, but only before it's processed for shipping. Most orders are processed pretty quickly, usually within 1–12 hours, so we recommend reaching out to us within an hour of placing your order if you want to cancel.
- Return Fees
For remorse returns, you’ll need to cover the shipping costs, return costs, and a restocking fee. We’ll issue refunds only after we receive and inspect the item.
- Return Address
After approving the return, we'll send you the return details. For most US returns, you'll receive a pre-paid return label. However, some exceptions might apply. For most non-US returns, the item is returned to our European warehouse using a delivery method of their choice.
- Incorrect or Incomplete Order Details
A. Incorrect delivery address/details
If the delivery address you provided is incorrect or incomplete:
- Your shipment might be returned or delivered to the wrong address.
- If it comes back to us, you can choose to get a partial refund or have it re-shipped (reshipping fees will apply).
- Unfortunately, orders sent to the wrong address won’t be eligible for a refund.
If you placed an order and noticed an error in the order details, please send us an email to info@joyful-couple.com as soon as possible. We will be able to update the order details before the order is processed for shipping, but after that, it might no longer be possible.
B. Incorrect email address
The order confirmation is sent to the provided email address, so if the order is completed by providing an incorrect email address, you won't receive the order number and the tracking information. In such cases, you might not be eligible for a full refund.
In case you placed an order and did not receive the confirmation email, please:
-
- Check your payment provider to see if a payment is complete.
- If a payment is complete, please contact us at info@joyful-couple and send us the payment details so we can confirm that the order is yours and update the information accordingly.
- Unclaimed Packages
If your package is returned as unclaimed, we can either re-ship it (you’ll need to cover the reshipping costs) or offer a partial refund. Just reach out to us within 100 days of the return; after that, we won’t be able to issue a refund.
- Returned by Third Parties
If you’re sending a gift or having someone else receive your package, please let them know not to return the item without contacting you first. We don’t provide full refunds for buyer’s remorse, so any returns or exchanges in these cases will be handled at your discretion and expense.
3. International Orders — Duties & Taxes
For your convenience, we ship our orders from warehouses in the EU and the US, so most orders don't have any import duties.
That said, we offer worldwide shipping, and international law is subject to change, so your order might be subject to import duties, taxes, or fees levied by local customs authorities.
We ship DDU (Delivery Duties Unpaid). These costs are not included in your purchase and must be paid by your local carrier's government.
To estimate these fees, we recommend contacting your local customs office.