Politique de remboursement

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Return & Refund Policy

At JoyLab Toys, we're committed to providing fun, safe, and high-quality products for children. We want you to be completely satisfied with your purchase. This policy outlines our return and refund procedures to ensure transparency and fairness for all customers.

1. Return Window

You have 30 days from the date of delivery to request a return. Return requests must be initiated within this timeframe to be eligible for consideration.

2. Return Eligibility Requirements

To qualify for a return, items must meet the following conditions:

  • Unused, unopened, and in original condition
  • Original packaging intact with all tags, labels, and accessories
  • Proof of purchase (order confirmation, receipt, or invoice)
  • Return request initiated within 30 days of delivery

3. Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned:

  • Opened personal care items or hygiene products
  • Personalized or custom-made items
  • Perishable goods
  • Hazardous materials, flammable liquids, or gases
  • Gift cards and digital products
  • Items marked as "Final Sale" or "Clearance"

4. How to Initiate a Return

Step 1: Contact our customer support team at contact@joylabtoys.com or call +1 (801) 801-0111 within 30 days of delivery.

Step 2: Provide your order number, item details, and reason for return.

Step 3: If approved, you'll receive return instructions and a return authorization number.

Important: Return shipping costs are the customer's responsibility unless the item is defective or incorrect. A 15% restocking fee applies to all approved returns to cover processing costs.

5. Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  • Contact us within 7 days of delivery
  • Provide photos of the item and packaging
  • Include your order number and description of the issue

For verified defects or errors, we'll provide a prepaid return label and offer a full refund or replacement at no additional cost.

6. Refund Process

Refund Method

Approved refunds are issued to your original payment method within 5-10 business days after we receive and inspect the returned item.

Refund Amount

  • Product cost minus 15% restocking fee (for standard returns)
  • Original shipping costs are non-refundable
  • Full refund for defective or incorrect items (including shipping)

Note: Depending on your payment provider, it may take an additional 3-5 business days for the refund to appear in your account.

7. Exchanges

We currently don't offer direct exchanges. If you'd like a different item, please return your original purchase and place a new order.

8. International Returns

International customers are responsible for:

  • Return shipping costs
  • Any customs duties, taxes, or fees
  • Import charges are non-refundable

9. European Union Customers

EU customers have the right to cancel their order within 14 days of receipt under the EU Consumer Rights Directive. Items must be returned unused and in original packaging. Return shipping costs are the customer's responsibility.

10. Chargeback Policy

We encourage customers to contact us directly to resolve any issues before initiating a chargeback or payment dispute. Chargebacks filed without prior communication may be disputed with evidence of order fulfillment, shipping confirmation, and policy compliance.

Questions? We're Here to Help

Email: contact@joylabtoys.com

Phone: +1 (801) 801-0111

Our customer support team typically responds within 24-48 hours.

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