Return & Refund Policy

At JoyliBaby, your satisfaction is important to us. While we operate under a dropshipping model and do not control the fulfillment process directly, we have a fair and transparent return and refund policy in place to support our customers.

By placing an order on our website, you agree to the following terms.

1. Eligibility for Refund or Replacement

You may request a refund or replacement if one or more of the following conditions apply:

• You received a damaged or defective item
• The product is significantly different from the description or images
• Your package has not arrived within 60 business days from the shipping date (as confirmed by tracking)

📌 Important: You must contact us within 7 calendar days from either:

• The date of delivery (if you received the item), or
• The last estimated delivery date (if the item was not delivered)
  

2. Cases Not Eligible for Refund

We do not provide refunds or accept returns in the following situations:

• The shipping address provided was incorrect or incomplete
• You no longer want the item (change of mind)
• Customs delays or courier delays beyond our control
• You refused to pay customs/import taxes or were unavailable at delivery
• Minor differences in color, size, or packaging due to supplier variation

3. How to Request a Refund or Replacement

Please contact us through our Contact Us page and provide:

• Your full Order Number
• A detailed explanation of the issue
• Photos or video evidence clearly showing the damage or defect (if applicable)

We will review your request and respond within 2–5 business days.

💡 Requests that do not meet the eligibility criteria outlined in this policy may be rejected.

4. Return of Items

• In most cases, we do not require that you return the item.
• If a return is necessary, you will be responsible for return shipping costs unless the issue was clearly caused by our supplier or a fulfillment error.
• Returned items must be in unused condition and returned in their original packaging.

5. Refund Processing

Once your refund is approved, we will issue the refund to your original method of payment. Please allow:

• Up to 10 business days for the refund to be processed
• Additional time depending on your bank or payment provider

6. Haven’t Received Your Refund Yet?

If you haven’t received your refund after the processing window:

1. Double-check your bank or credit card account
2. Contact your payment provider for any pending transactions
3. If you still have concerns, contact us at support@joylibaby.com

7. Order Cancellations

• Orders can only be canceled within 2 hours of placing the order and only if the order has not been sent to the supplier.
• If your order has already been processed or shipped, we cannot cancel it.

8. Dispute Resolution

If you’re unhappy with your order, please contact us first before opening a dispute through PayPal or your credit card provider.

We will do our best to find a quick and fair solution.

9. Contact Information

To initiate a return, request a refund, or ask any questions about this policy, please reach out to us through our Contact Us page or by email at support@joylibaby.com.