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Cancellations, Returns & Warranty

QUICK RETURNS FAQ:

Q: Can I return my item?
A: Yes! Returns are accepted within 30 days for items purchased directly from www.joysusan.com. Sale items and purchases over 30 days old cannot be returned.

Q: Do I get my shipping back?
A: Refunds are for the merchandise only. Shipping fees are non-refundable unless we made an error or your item arrived damaged.

Q: Can I exchange my item?
A: We do not currently process exchanges.

Q: What if my item is damaged or defective?
A: We offer a one-year warranty on manufacturing defects. Let us know right away and we’ll provide instructions for a replacement or refund.

Q: How long does it take to process my return?
A: You’ll get return instructions within 3-5 business days and refunds usually process within 5-7 business days of receiving your return. During holidays or peak seasons, processing may take a little longer.

Q: Where do I send my return?
A:
Joy Accessories Inc.
Suite 20 – Attn: Returns
1 Hartford Sq.
New Britain, CT 06052

FULL RETURNS & CANCELLATION POLICY:

1. Wholesale Purchases

  • All wholesale purchases are non-returnable.
  • We only process returns and damages for items purchased directly from www.joysusan.com.
  • Merchandise purchased from other retailers must follow that store’s return policy. Joy Susan cannot process returns or exchanges for items bought elsewhere.

2. Retail Customer Returns

  • Returns are accepted for merchandise purchased from www.joysusan.com only.
  • Return window: Items must be returned within 30 days of purchase. After this period, sales are final.
  • Sale items: All sale items are final sale and cannot be returned.
  • Returned items must be unused and in their original packaging.

Refunds:

  • Refunds are issued for the merchandise only. Original shipping fees are non-refundable, unless the return is due to a shipping error or defective item.
  • Customers are responsible for return shipping.

Unauthorized returns:

  • Items returned without prior authorization may not be refunded or credited and may be donated at our discretion.

3. Damaged or Defective Items

  • All Joy Susan products come with a one-year manufacturing defect warranty from the date of purchase.
  • For items damaged in shipment or found defective:
    1. Complete the return form.
    2. You will receive instructions within 3-5 business days.
    3. Refund or replacement will be processed promptly.
  • Items purchased from physical stores must be returned directly to the store.

4. Exchanges

  • We do not currently process exchanges in our system, but we are working on this!

5. Cancellations & Order Changes

  • To request a change or cancellation, call us immediately at 1-800-365-4569.
  • Once an order is processed, we cannot guarantee cancellation or modification. Orders that have shipped cannot be canceled.
  • Items returned after shipment follow the standard return policy. Shipping costs remain non-refundable.

6. Processing Times

  • Return instructions are typically emailed within 3-5 business days.
  • Refunds are typically processed within 5-7 business days of receiving the return.
  • During holidays or peak seasons, processing times may be slightly longer.

7. Return Address

Joy Accessories Inc.
Suite 20 – Attn: Returns
1 Hartford Sq.
New Britain, CT 06052