Return Policy
We know that not all purchases work out. That is why our team strives to make your return process as seamless and easy as possible.
All orders may be returned within 30 days from delivery date if JOIVI has issued a Return Merchandise Authorization number (RMA).
All RMAs can be replaced with replacement parts or a full refund. This is at the sole discretion JOIVI. An RMA is free of any additional fees, including processing fees and restocking fees. In exceptional cases, however (described below), return shipping may be required at the customer's cost.
We will issue a RMA if an item arrives damaged, lost or not delivered within seven days. To issue a full refund, we may need photos or video of the defective/damaged item.
All items must be returned in the original packaging or acceptable packaging.
All returns of damaged or defective products must be sent back to JOIVI at our expense.
All other returns will be shipped to a JOIVI at customer's cost.
If the customer wishes to return the item, a tracking number must also be provided to JOIVI. It must be confirmed that the product has been returned to our warehouse in order to complete the warranty transaction. It is up to the company to decide whether the item can be returned to JOIVI. Unauthorized returns, those that are not pre-authorized by JOIVI, will not be accepted. Any unauthorized return shipping costs incurred by customers will not be refunded.
Return process
1. Please contact Customer Service at Help@joivi.com with the item(s), and reason, you wish to return. Within 48 hours, we will respond. We appreciate your patience. We appreciate your patience. If the item arrives damaged, lost or inoperable, please notify us within 7 days. To process the return/refund, we require photos or videos of damaged/defective items.
In the email, please include the following information
1. Number of the order
2. The Sku for products that need to be returned or exchanged
3. Photographs of evidence to show faulty items
2. Prepare the shipping label. After your return request has been approved, we will send you a return address. You can print your shipping labels, or ask for assistance from the carrier. We will send you a prepaid shipping label if the product is damaged or defective.
3. Return the item(s), along with all accessories and the original packaging.
4. Drop your package off at a carrier near you, and then ship the items to our address. After your package has shipped, please email help@joivi.com with the tracking number. After receiving the package, we will track it and issue a refund to the original payment method. Please allow 5-7 business day for your refund request to be processed once your claim has been approved. It may take up to 5-7 business days for some financial institutions to refund the funds to your account, depending on the nature and payment method.
Products that are not in compliance with the following conditions may be refused for return.
Any product that is not purchased from JOIVI.
Returns of any product without the original accessories (including the manuals and parts) are not accepted.
Any product that appears altered or tampered with in any way.
Any product that is not the same as the original product.
Bundled items discounted at a discount rate, e.g. "5 for $50" (unless you return the entire bundle).
Items marked "Non-Returnable” on the sales page
Items that you have assembled already
FAQ
How to get FedEx to pick it up
You must ensure that everything is in its original packaging. The product's prior opening will not impact the ability to resell it. After you have provided photos of the before and after packaging, we will send you prepaid shipping labels. Simply stick the label to the box and contact FedEx for pickup.
Is it possible to change my delivery address?
1. We can free-of-charge change the delivery address if the box(es are) still in the warehouse.
2. We can change the delivery address if the box(es), if in transit, is returned to us. However, the customer must pay the $20 operation fee and roundtrip freight cost to move the box from the intercept address to the new address. The distance between the intercept address and your new address will determine the exact cost.
What policy does the company have for cancelling orders?
1. We can cancel your order if the box(es), if they are still in our warehouse, is free.
2. We can cancel an order if the box(es), or any other items, is in transit. However, the customer must pay the $15 operation fee and return freight costs from the warehouse to the address at which the package was delivered.
All products come with a 1-year warranty, unless otherwise noted. This warranty begins from the date of purchase.