Policies
Returns, exchanges & refunds
We want our customers to be satisfied with their purchases. Requests concerning returns, exchanges, defects, incorrect items or refunds should be sent to our customer service email address, together with the order number and a description of the issue.
Standard products
Standard products are products offered for sale without individual customisation to a customer's specifications. If you receive a standard product and wish to return it because you have changed your mind, please contact us before returning the item. We will explain whether a voluntary return or exchange is available and provide the applicable conditions and instructions. Where a change-of-mind return is permitted, the product may be required to be unused, in its original condition and accompanied by its original packaging and proof of purchase, to the extent permitted by law. Any applicable return delivery charges, exchange arrangements or other conditions will be communicated to you before the return is finalised. These voluntary return conditions do not apply where they would unlawfully restrict your statutory rights.
Bespoke and Tailored-for-You products
Joy in a Box offers bespoke and made-to-order products through our Tailored for You offering and other custom services. Depending on the product, an order may be made or adapted to your agreed specifications, including dimensions, shapes, fabrics, colours, proportions or other design requirements. Please review your quotation, measurements, material selections and design specifications carefully before approving an order. Because bespoke products may be made specifically for you and may not be suitable for resale, change-of-mind returns, exchanges and cancellations may be restricted once production has commenced or materials have been committed to the order. Where a cancellation is requested after work has begun, any amount charged or retained will be assessed against the agreed terms, work already performed, reasonable costs incurred and applicable law. Custom-made products are not automatically exempt from consumer protections. If a bespoke product is defective, materially different from the agreed specifications or otherwise subject to a statutory remedy, we will assess the matter in accordance with applicable law.
Defective, damaged or incorrect products
If an item is defective, damaged in transit, materially different from the agreed specifications or incorrect, please contact us with supporting photographs and order details where available. We will investigate the matter and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a refund or another legally appropriate solution.
Refund processing
Where a refund is approved or legally required, we will explain the process and any information needed to complete it. Refunds will be processed within the period required by applicable law or the agreed refund arrangement, whichever is applicable. Customers should not return goods without first contacting us for return instructions, unless applicable law provides otherwise.
Cancellations and order changes
Customers who wish to cancel or change an order should contact Joy in a Box as soon as possible. For standard products, cancellation requests will be assessed according to the order's status and applicable law. For bespoke products, cancellation after production has commenced may result in costs having already been incurred for materials, labour or other work specifically undertaken for the order. Any amount retained or charged following cancellation must be justified by the agreed terms and applicable law. A cancellation fee or deduction will not be imposed where it is prohibited by law. Where Joy in a Box is unable to fulfil an order, we will contact the customer and provide the appropriate options and remedies under the applicable agreement and law.
Questions? Email hello@joyinabox.co.za or call +27 73 992 3192.