Refund Policy
We want you to love your Joyaé jewelry. If you're not satisfied with your order, here’s how we handle returns and refunds:
🔁 Summary of Our Refund Policy
| Situation | Eligible for Refund/Reshipment? | Conditions Required |
|---|---|---|
| Product damaged or defective | ✅ Yes | Photo proof within 7 days, item unused, original packaging |
| Incorrect or missing item | ✅ Yes | Contact within 7 days, include photo and order number |
| Package lost in transit (>30 days) | ✅ Yes | Tracking shows undelivered after 30 business days |
| Incorrect address provided | ❌ No | Customer error |
| Marked as "delivered" by carrier | ❌ No | Carrier is considered responsible |
| Delay due to customs | ❌ No | Out of our control |
| Change of mind or wrong size | ❌ No | Please check product details before purchase |
📦 Exchanges or Reshipments
If your item qualifies for reshipment (damaged, missing, or incorrect), we will send a replacement at no extra cost when possible, instead of issuing a refund.
⏳ Refund Processing Time
Approved refunds are processed within 5–10 business days to your original payment method.
📨 How to Start a Refund Request
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Email us at contact@joyae.com with your order number
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Include clear photos of the item and packaging
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Our team will respond within 2–3 business days
We’re committed to resolving any issues with your order fairly and quickly. Please contact us if you have any questions your satisfaction means everything to us.