Refund policy
Return Policy
Summary: We accept returns only for defective, damaged, or misdescribed items. Personalized and made-to-order products cannot be returned unless faulty. EU customers have the right to return non-personalized items within 14 days.
Our custom-printed ribbons, envelopes, packaging materials, and other personalized items are made specifically to customer requests. As such, we cannot accept returns or exchanges for personalized or made-to-order products unless the item is faulty or not as described, in accordance with UK Consumer Contracts Regulations and the EU Consumer Rights Directive.
If you receive a defective or damaged item, please contact us immediately so we can arrange a return, replacement, or refund.
To be eligible for a return, the item must be in its original condition—unused and in its original packaging. Proof of purchase is required.
To initiate a return, contact us at sell@jooyz.com.
If your request is approved, we’ll provide instructions on how and where to return the item.
For any questions regarding returns or exchanges, feel free to reach out via sell@jooyz.com.
Damages and Issues
Please inspect your order upon receipt and contact us right away if the item is defective, damaged, or incorrect. We will work promptly to resolve the issue.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned:
- Custom-made / personalized products: including ribbons, envelopes, labels, packaging materials, and other items created to customer specifications.
- Gift cards and discounted sale items: not eligible for return or refund unless faulty.
- Used or opened items: must remain unused and in original condition for return eligibility.
Returns are only accepted for damaged, defective, or misdescribed items, as required by law.
European Union 14-Day Cooling-Off Period
If your order is shipped to an EU country, you have the right to cancel or return your non-personalized purchase within 14 days of receipt. The item must be unused, in its original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we will inform you whether your refund has been approved. If so, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at sell@jooyz.com.
Note for international customers: We comply with applicable consumer protection laws in the regions we ship to. If your country requires different return conditions, please contact us prior to ordering or returning an item.