Returns & Refunds
At Joy Resolve Ltd. we ship several items per week and from time to time some may be faulty. We understand that this is an inconvenience and can be upsetting, so we try our hardest to make the refund or replacement process as easy as possible. However, we need as much help from you to ensure that you are properly serviced.
In accordance with our warranty, we promise to exchange any faulty parts or products within the warranty period. Please refer to our Warranty Page for more information.
We will refund most unwanted goods provided they are returned to us within 14 days of receipt complete, and in their original packaging. Return shipping is at the users expense. Please refer to Cancellations section below for further information.
How does the Product arrive?
Note that the item must fulfill these conditions:
- The product must be installed and used in accordance with the instructions contained in the instruction guide.
- It must have been used for domestic purposes only.
- The product must be returned with the proof of purchase.
- It does not cover wear and tear, damage, misuse or consumable parts.
- Joy Resolve Ltd. has limited liability for incidental or consequential loss or damage.
- The item must be in its original packaging with its entire contents in an unused condition.
Applicable to purchases made on our webstore only
Your right is limited to 14 days from the date of delivery to return unwanted goods for a full refund. To obtain a full refund, the goods must be returned unused and in the original packaging. If the product has been used within the 14 days of the refund we will remove 10% due to having to place this into B stock. Should your product develop a fault within the first 30 days, we can offer a refund, repair or replacement.
If your product develops a defect (in accordance with our warranty) after 30 days, you are not entitled to a full refund. Instead, we will offer to repair or replace any defective parts.
If you discover the fault (in accordance with our warranty) within the first 6 months from purchase, and, an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product.
After the first 6 months, you may be required to obtain a professional report from a qualified engineer to prove that your product has failed due to a manufacturing defect and not general wear and tear, accidental damage or negligence.
Please refer to our Warranty Page for what is considered a defect.
How to return a defective item
Simply email your request to us firstname.lastname@example.org with the following information:
Detailed reason for return
2 x Photos of the product and proposed problem
Model/item No. of the appliance your inquiry relates to
Our order number
A contact name with phone number
Pack the Items in the original packaging
Please confirm shipping address
Once we have the information and photos that show that the two conditions are met, we will let you know the next step in the return process.
For defective goods coming back to us, we will provide you with a free returns label. For non-defective goods returned at your own cost will not be reimbursed.
If the package does not reach us, we will not be able to issue any refund. We are not liable for lost or stolen packages during the return transit. For international returns, we are not responsible for paying customs fees, which may include, but are not limited to, duties, taxes and brokerage fees.
Once we have received your package and our quality assurance team has verified that the contents meet the conditions above, we will contact you and give you the option of either a refund or an exchange.
Any refunds will be applied to the card used to make the original purchase.
PLEASE NOTE: We do not refund shipping cost for initial delivery or returns (unless item is defective upon receipt).
Item arrived damaged?
If your item became damaged in transit, you must send us proof of the condition of the item upon arrival (photo or video to email@example.com).
If the item has slight surface-level damage (eg, slight scratches or dents) and is still in a usable condition, we can either refund you 10% if you wish to keep the item or we can recover the item for repair and send you a replacement part.
For items that are damaged beyond use, we will either refund your purchase if you no longer wish to keep it, or we will recover the item and send you a replacement.
We will refund most goods provided they are returned to us within 14 days of receipt complete, unused and in their original packaging. If you cancel you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return the goods, so you should take out adequate postal insurance to cover their value.
If you return goods outside the scope of these terms set out in this policy and you have not exercised your legal right to cancel (explained below) we reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.
Your right to cancel your order under the consumer contracts (information, cancellation and additional charges) regulations.
You also have the right to cancel your order under these regulations. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item.
You must clearly communicate your decision to cancel to us before the end of the cancellation period, to do this, email: firstname.lastname@example.orgYou are responsible for returning the goods to us if you cancel under these regulations and, you will be responsible for the cost of the return. Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you.
Unauthorised returns will be returned to sender or destroyed on receipt.
Please ensure you email your request to: email@example.com
Registered UK Address (Not Returns): Senna Building, Gorsuch Place, London, E2 8JF