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1. Return Rights
According to relevant EU consumer protection regulations, as an EU consumer, you have certain return rights after purchasing our pillows. You have 14 calendar days from the date you receive the product, without providing a reason. This period begins the day after you actually sign for the product.
2. Return Process
Making a Return: If you decide to return a product, please contact our customer service team within the aforementioned 14-day period by emailing [email protected]. Please clearly include your order number, product details, and the reason for your return (this is optional, but it helps us improve our service).
Obtaining a Return Address: After receiving your return request, we will review and confirm it within 48 hours and provide you with a return address and detailed return instructions via email.
Returning Products: You must return the product, properly packaged, to the designated address within 14 days of receiving the return address. Please ensure that the returned product is in its original condition, including the product itself, all accessories, tags, and packaging materials, and is unused, undamaged, and unwashed. Any loss of value due to improper use or care may affect your refund.
3. Exchange Policy
Exchange Terms: If the product you received has quality issues, such as damaged fabric, uneven filling, or printing errors, we will provide a free exchange. Please contact us at [email protected] within 7 days of receiving the product, stating the issue and the style and size you would like to exchange for. We will verify the issue and arrange an exchange as soon as possible.
Exchange Process: Similar to the return process, after we confirm your exchange request, we will send you the exchange address and instructions. You must return the defective product. Once we have received and inspected the product, we will promptly ship the replacement product. If the requested exchange product is out of stock, we will promptly contact you to discuss a solution, such as recommending a similar style or issuing a refund.
4. Refund Methods
Refund Time: After we receive and inspect the returned merchandise and ensure it meets return requirements, we will process your refund within 14 business days. If the merchandise is not eligible for return, we will contact you promptly to explain.
Refund Method: The refund will be made to the original payment account used to pay for your order. For example, if you paid by credit card, the refund will be made to that credit card account; if you paid by PayPal, the refund will be made to the corresponding PayPal account. If special circumstances prevent the original refund, we will negotiate an alternative refund method with you.
5. Shipping Costs
Non-Quality Returns: If you return a product for personal reasons (not product quality issues), you will generally be responsible for the return shipping costs.
Quality Returns or Exchanges: If the product is quality-related, we will cover both shipping costs for the return or exchange. When you return the product, please retain the shipping receipt (such as the courier label, electronic invoice, etc.). We will reimburse you for the shipping costs later, up to the standard shipping rates of our designated courier service.
6. Policy Changes
We may update this Return and Exchange Policy based on changes to EU laws and regulations, market conditions, or business needs. We will post the latest version of any policy changes on joyharvestbr.com and notify you through appropriate means (such as website announcements, email notifications, etc.) before the changes take effect. Please review this policy regularly to stay updated on the latest return and exchange regulations.