Return & Refund Policy
30‑Day Returns and Exchanges
joyquarry accepts return or exchange requests for most products within 30 days after delivery. Please contact our support team before sending anything back. Customers arrange the shipment through a local post office or courier and must use the return address supplied by our team.
Who Pays for Return Shipping
If we supplied an incorrect item, or the product arrived damaged or defective due to our handling or shipment, joyquarry will cover the applicable return shipping cost. When a return is requested because of personal preference, an unwanted purchase or an incorrect selection by the customer, the customer pays the return postage, based on the carrier chosen, and the shipping cost is not reimbursed.
Condition of Returned Items
For products without quality defects, returns must be unused, unworn, unwashed and undamaged, with original tags and packaging intact. Items showing wear or marks such as makeup, pet hair, deodorant, fragrance or other stains may be ineligible for a refund.
Damaged, Defective or Incorrect Orders
If you receive the wrong product or discover damage or a defect, contact service@joyquarry.com promptly and attach clear photographs showing the problem. Our team will review the situation and assist with a replacement, exchange or refund, as appropriate. Do not return an item until you have received approval and the correct return address.
Reasons We Consider for Returns
Eligible requests include products that arrive damaged, faulty or different from what was ordered, as well as eligible items you decide you no longer want. For change‑of‑mind returns, the customer is responsible for the cost of shipping the item back.
How to Request a Return
Email customer support with your order number, the product name or SKU, and the reason for your request. If the product is defective or incorrect, include supporting photos. Our service team aims to reply within 24 business hours. Once approved, arrange the return using the address provided, and send us the shipment tracking number and a valid posting receipt.
Important Return Instructions
Never send a parcel to the sender address printed on the original delivery package unless our team specifically confirms that address. Do not place items from other brands in a joyquarry return. Keep your proof of shipment and tracking information; joyquarry is not responsible for return parcels that are lost or stolen in transit.
Refund Processing
After the returned merchandise reaches joyquarry, we will arrange the applicable refund or exchange. Refund processing may take up to 7 business days, depending on the payment provider.
Special Situations
Damage or defects attributable to production or shipping: a full refund will be offered. ‑ Order cancellation: a request made within 24 hours of purchase or before shipment is eligible for a full refund. ‑ Lost packages: if a parcel is lost in transit, joyquarry will provide a full refund. If you request delivery to an updated address, reshipment costs are your responsibility. Losses caused by an incorrect address that was not corrected in time remain the customer's responsibility. ‑ Items with signs of use or staining: a refund may be refused.
Return Labels
For incorrect products or items damaged by the carrier, a return label will be included in the package. A return label will also be included when the customer changes their mind or ordered the wrong item, as described in the original policy. The party responsible for return shipping costs is determined by the reason for the return, as explained above.
Contact Us Email: service@joyquarry.com
Customer Service Hours: Monday–Friday, 09:00–18:00 (UTC+8).