Our return policy has a 30-day window from the date of purchase. If 30 days have passed since your purchase, we regret to inform you that we cannot offer a refund or exchange. It is important to note that this timeframe does not apply to packages delivered incorrectly or with missing items, which must be reported within 72 hours of receiving your package to be approved for exchange or refund.
RETURN CRITERIA:
To be eligible for a return or exchange, please ensure that:
- You return the item within the 30-day period after purchase.
- You provide the corresponding invoice from Special Joy at the time of purchase.
- The item is in its original packaging, including all accessories and instruction manuals.
- The item is in saleable condition, i.e., unused, sealed, and in its original condition (in cases of incorrectly delivered products).
IMPORTANT NOTES:
- All return or refund requests will undergo analysis before approval.
- Please make sure to request return authorization before sending the item back to ensure efficient processing.
- Any shipping problems—for example, missing or incorrect items—must be reported within 72 hours of receiving your package to be approved for exchange or refund.
ERROR IN PRODUCT DELIVERY:
Special Joy will exchange any incorrectly delivered item, provided that the return criteria are met (refer to the above return criteria). The shipping costs for returning the item to the store and sending the replacement item will be covered by Special Joy.
DEFECTIVE OR DAMAGED PRODUCTS:
We kindly ask you to inspect your order upon receipt, and if you identify any defects, damage, or incorrect item received, please contact us immediately. We are ready to assess the situation and resolve the issue as quickly as possible.
To initiate a return process, please contact us at info@specialjoy.net. If your return is accepted after analysis, we will provide the return shipping details.
EXCHANGE AND REFUND:
After receiving and inspecting your return, you will be promptly notified of the approval or denial of your exchange or refund request. If the request is approved, the following measures will be applied for each case:
Refund:
- You will be automatically refunded to the original payment method within 10 business days. Please note that the processing and posting of the refund may take some time on the part of your bank or credit card company. If more than 15 business days have passed since the approval of your return, please contact us at info@specialjoy.net.
- The delivery time for the new product will correspond to the same timeframe established in the original purchase. We are committed to ensuring that the exchange process is carried out efficiently and satisfactorily.