Refund policy

Return Window

We offer a 30-day return policy, which means you have 30 days after the delivery date of your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. Proof of purchase is required.
Items returned due to damage, defect, or incorrect shipment are exempt from the unused/original packaging requirement.

How to Start a Return

To initiate a return, please contact us at support@joyhangs.com before sending the item back.
Please include:
  • Your order number
  • The reason for the return
  • Photos (if the item is damaged or defective)
Once your request is received and processed, we will respond within 2 business days with return instructions.
The return shipping address will be provided upon approval of your return request, and may vary depending on your location and the nature of the return.
Returns sent without prior authorization will not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.
If your item is defective, damaged during transit, or incorrect, please contact us within 7 calendar days of delivery with supporting photos so we can process your request and arrange a resolution.
For verified quality-related issues, we will provide a prepaid return label or offer an appropriate resolution at no additional cost to you.

Non-Quality Returns (Change of Mind)

If you wish to return an item for reasons other than a defect or error (for example, you changed your mind), return shipping costs are the responsibility of the customer and will vary based on your location and chosen carrier.
Original shipping fees (if applicable) are non-refundable.
The item must be returned in its original condition.

Customized or Made-to-Order Items

Customized or made-to-order items are final sale and cannot be returned or exchanged, unless they arrive damaged or defective.
This does not affect your statutory rights where applicable under consumer protection laws.

Sale Items and Gift Cards

Sale items and gift cards are non-refundable, unless they arrive damaged or defective.

Exchanges

To exchange an item, please initiate a return for the original item and place a new order separately.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receipt, without providing a reason.
Returned items must be unused and in their original packaging, with proof of purchase.
Refunds will be processed in accordance with applicable EU consumer protection laws.

United Kingdom 14-Day Cancellation Right

If your order is delivered within the United Kingdom, you have the right to cancel your order within 14 days of receipt under the UK Consumer Contracts Regulations 2013, without providing a reason.

Refund Processing

We do not charge any restocking fees. Once we receive and inspect your returned item, we will notify you of the inspection result and next steps.
If approved, your refund will be issued to your original payment method within 10 business days of inspection completion.
Please note that banks and credit card providers may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@joyhangs.com.

Order Cancellations

Orders may be canceled before shipment by contacting us as soon as possible.
If payment processing fees have already been incurred through third-party payment providers (such as Stripe or Shopify Payments), a processing fee up to 3% will be deducted from the refund. The exact percentage is determined by the payment provider’s actual charges and is non-recoverable.
Once an order has been shipped, it cannot be canceled and must follow the standard return process.