If you are not satisfied with our product, you are welcome to contact us within 7 days of delivery to request a return or exchange. Please feel free to email at support@joygothic.com and we will guide you through the process. Please kindly note that any unauthorized returns will not be accepted.
Return/Exchange Conditions
RETURN POLICY: We have a 7-day return policy, which means you have 7 days after receiving your item to request a return (according to the logistic information).
RETURN ELIGIBILITY: To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not accept a returned item that has been opened, damaged, or altered in any way.
lf you want to get a full refund, the gift should be returned together. Or we will deduct the price of the gift from your refund.
Items sent back to us without first requesting a return will not be accepted.
Kindly use a local postal courier for returns, not a DHL or other courier that may incur customs duties.
You will be responsible for the shipping fee (the return shipping fee and the resending shipping fee) for returns and exchanges, unless you received a damaged, defective, or incorrect item.
SHIPPING DAMAGE: If your item arrives damaged or incorrect, contact us immediately after delivery with your continuous unboxing video. We will assist you promptly.
Important – Unboxing Video Required:
To be eligible for any return for damaged items, please record a continuous unboxing video upon delivery.
- The video must clearly show the package being opened for the first time
- Edited, interrupted, or after-the-fact videos will not be accepted
EXCEPTIONS + NON-RETURNABLE ITEMS: Certain items cannot be returned, like custom products, such as special orders or personalized items. Made to order producta can NOT be returned or exchanged. Otherwise, 30% material fee would be charged.
We also do not accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
EXCHANGES: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
QUESTIONS: You can always contact us for any return questions at support@joygothic.com.
Return/Exchange Process
- Please contact support@joygothic.com first and we will write back to you as soon as possible.
Please tell us the details of vour order in the email: your name, order number, and the reason, We will first check if the product you received meets the requirements for return or exchange. - Return/exchange broken or defective item(s): You must attach a picture that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send apicture and we are happy to help.
- lf you are eligible to return an item and need to return it, we will issue you a return address and RMA (Return Merchandise Authorizationl) number to clearly write on the label or the outside of the box. We cannot proceed with your request unless the given RMA number is present and clear on your package and you have provided us with a tracking number via email at support@joygothic.com.
- After receiving the return address we sent to you, please return your items within 2 working days. ltems returned after 2 days will not be eligible for an exchange or refund.
- Once your package has arrived, it will take a few days (in rare cases it can take up to 14 davs) for us to process your reauest. During this period our warehouse staff will verify and account for everything you have sent us. As soon as we get a confirmation from our warehouse, we will get in touch with you via email to confirm we have received your return and finalize the process. We will handle the refund to your account in accordance with the return conditions.
