Return & Refund Policy

Return & Replacement Window

Customers should report eligible return, replacement or damage-related issues within 7 days of delivery. For products received damaged, incorrect or with missing parts, we recommend contacting us within 48 hours of delivery for faster assistance.

Eligible Cases

• Product received damaged or unusable.
• Incorrect product received.
• Missing parts or accessories.
• Product materially different from what was ordered.
• Other cases approved by Joy Tales after review.

Proof Required

Please share your order number, clear photographs of the product and packaging, and an unboxing video where reasonably required. Claims may be declined if there is insufficient evidence to verify the issue.

Condition of Returned Products

Unless the product was received damaged or defective, returned products should be unused, in their original condition and packaging, and include all accessories, manuals, tags and parts supplied with the order.

Non-Returnable Items

Certain products may be non-returnable for hygiene, safety, clearance, customisation, opened-packaging or product-specific reasons. Any such restriction will be mentioned on the relevant product page where applicable.

Order Cancellation

Cancellation requests can be made before an order is dispatched. Once an order has been shipped, cancellation may no longer be possible and the return process, if applicable, will apply instead.

Refund Process

Approved refunds will be processed to the original payment method. Once approved by Joy Tales, refunds are generally initiated within 5–7 business days. The final time taken for the amount to reflect may vary depending on the customer's bank, card issuer or payment provider.

Failed or Debited Payment

If a payment fails but the amount is debited, the payment gateway or bank may automatically reverse the amount. If the amount is not reversed within 5–7 business days, please contact us with the transaction details.

Refund Amount

Refunds will not exceed the amount paid for the relevant order or item. Original shipping charges may not be refundable unless the return is due to an error by Joy Tales or a damaged/incorrect shipment.

Returns & Refund Support

For return, replacement, cancellation or refund assistance, contact Joy Tales using the details below.