Refund policy
1. Refunds and Returns
a. Physical Products:
Physical products: For a full refund you can return damaged or unsatisfactory items without a reason within 14 days of item receipt. You may return undamaged, like - brand new quality- products within 45 days. In case you want to return a product, you are responsible for shipping it back to our European warehouse, and the associated shipping cost. You will receive a refund as soon, as we will receive the item back.
If your product arrived faulty or in an inadequate condition, you are eligible for a refund or reshipment of the item(-s), but you must provide valid proof of such an event.
To be eligible for a refund and/or return you must Contact Us within 45 days of receipt. Any claim made after 45 days of receipt is not eligible for a refund.
If you return a non-faulty product, the actual shipping costs and a restocking fee of $3.99 per unit will be deducted from the total refund amount.
NOTE: please, double-check your provided name and address. We are not responsible for any incorrectly delivered packages due to the incorrectly provided address and/or name of the recipient. In this case, you may not be eligible for a refund.
b. Massage Oils
Due to the nature of Massage oils, after opening, they cannot be returned back. If you received your massage oil, but want to return it back, please, do not open the packaging (preferably do not remove the plastic wrap from the box), otherwise, we won't be able to accept your returned oil.
Of course, if you receive a damaged item, you can return it and receive a full refund (see. below, section 4.)
*IMPORTANT - In the boxes of Massage Oils, we have created a special insert that holds the bottle and prevents damaging of the bottle while being transported, so if you receive your Massage Oil with a broken insert, this is not considered as damaged packaging. It just means the insert fulfilled its purpose.
c. Digital products:
Digital products: We cannot issue refunds for digital products such as PDF files, therefore digital purchases are non-refundable.
*If you purchased a digital file, but were not able to download it, please, Contact Us, we will re-send it as soon as possible,
2. International Taxes and Duties
International customers (outside of EU) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by SIA Joyful Couple, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend contacting your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
3. Additional information regarding shipping and returns
Fees for the return
If you wish to return the package manually, the shipping is not included. In case you want to return an item you are responsible for shipping and shipping costs of the returned item. If you wish to return the package by leaving it unclaimed, usually this does not have additional costs.
The return address
It is set by default to the Joyful Couple facility or office. Only after the unclaimed package is sent back to us, you are eligible for a refund. If you have unclaimed the package, you are responsible for contacting us. If you don't contact us within 100 days of the order date, you are no longer eligible for a refund. If you don't contact us within 4 weeks of the email, you are not eligible for a refund or a reshipment of your order.
Return shipping and tracking
You should consider using a shipping service with a tracking number or purchasing shipping insurance. We can't guarantee that we will receive your returned item
Wrong Address
If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you. If a wrong recipient receives the order due to a mistake of your part, you are not eligible for a refund
Unclaimed packages
Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer. Only after the unclaimed package is sent back to us, you are eligible for a refund. If you have unclaimed the package, you are responsible for contacting us. If you don't contact us within 100 days of the order date, you are no longer eligible for a refund.
Returned by Customer
It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse, and product exchanges are to be offered at your expense and discretion. A new order, at your expense, would need to be placed for an updated product(-s) if you choose to accept or offer product exchanges to your end customers.
If you need to return an item or you think you are eligible for a refund, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return items from your order.
4. Damaged Items
You have the right to return damaged items or items of inadequate quality within 14 days of the receipt of the item. If you received a damaged item, you do not have to pay for the exchange and/or return of the damaged item.
In case you received a damaged unit, we can ask you to provide proof (such as a photograph, video, description etc.) regarding the damaged unit.
To apply for a return/refund for a damaged item, within 14 days of the receipt, please, send us an email to info@joyful-couple.com stating these details:
- Order number
- Description of the damage
- A photo or video of the damage
- Your preferred resolution (new item, refund, exchange etc.)
- Any other information you consider important
After receiving your request, we will evaluate the request and get back to you as soon as possible, but no longer than within 14 business days. If the request will be approved, depending on the situation, you will be eligible for: a full refund, exchange of the item, or a new item.
