Return Policy
Returns for Purchases Through Third-Party Platforms
This Return Policy applies to purchases made directly from Joy Jen Studio.
If you purchase our products through a third-party platform such as Etsy or Faire, that platform's returns and cancellation process may also apply. Please follow the return process provided by the relevant platform.
For wholesale orders placed through Faire, returns are handled through Faire in accordance with Faire's applicable returns policy. Please use the return process provided through your Faire account rather than returning goods directly to Joy Jen Studio.
Your statutory consumer rights are not affected.
1. Right to Cancel (14-Day Cooling-Off Period)
For most products, you have the legal right to cancel your order within 14 days of receiving your item, for any reason. To exercise this right, please contact us at hello@joyjenstudio.com within 14 days of delivery.
We offer an extended period of 30 days from the date you tell us that you wish to cancel in which to return the item to us.
Exceptions: This right does not apply to:
Custom or personalised orders
Digital downloads
2. Refunds
Once we receive your returned item, we will issue your refund within 14 days, or sooner where required by law. Refunds will be made using the same payment method used for the original purchase.
Please note:
You are responsible for return postage costs, unless the item is faulty or damaged.
The consumer is responsible for any diminished value of the item resulting from handling beyond what is necessary to check its nature, characteristics, and functioning.
We will refund the cost of standard delivery if you cancel within your legal rights. If you chose a more expensive delivery option, we will only refund the amount equivalent to our standard delivery charge.
3. Faulty or Damaged Items
If you receive a faulty, damaged or incorrectly described item, please contact us at hello@joyjenstudio.com or, where applicable, use the relevant platform's customer support or returns process. If possible, please include a clear photo of the item and packaging to help us assess the issue.
We will work with you to provide an appropriate remedy in accordance with your statutory consumer rights, which may include a replacement or refund.
4. Cancellations Before Shipping
If your order has not yet been shipped, you may request a cancellation by contacting us at hello@joyjenstudio.com. Refunds for cancelled orders will be issued promptly.