Return Policy

RETURNS

We ensure the best quality of the items and do a final quality check before shipment. But if you are not entirely satisfied with your purchase and wish to return, we’re here to help! We offer a 30-day return policy. Return window starts on the item's delivery date. You can return your product for a different product (exchange) or a refund to the original payment method.

To be eligible for a return, you need to meet the criteria below:

1. The items must be returned within 30 days from the delivery date of the item.
2. Returned items must be in the same condition that you received it, must have tags still on and be returned in original product packaging.
3. Returned items must have no visible signs of wear or use. Any items that are not returned in their original condition (are used / improperly handled / damaged due to improper care) will not be eligible to be returned.
4. For each order, a maximum of three items can be returned.
5. Discounted items are final and cannot be returned or exchanged.
6. Personalized / Custom item, "Perfectly Imperfect", Gift Cards cannot be returned. Please kindly note that our products are handmade. Thus, every product is unique (it cannot be 100% perfect like a machine-made product). There will be minor differences between one another.

We are unable to accept returns after 30 days have elapsed.

"Perfectly Imperfect" refers to the unique character of our handmade products. Due to their handmade nature, there may be slight variations in measurements, typically around 0.5 – 2 cm. In handwoven products, the texture of the fabric may slightly vary in density due to the manual weaving process, unlike machine production.

We appreciate your understanding of these minor differences.

 

To initiate a return, please complete the following steps:

1. To request a return, simply reply to your order confirmation email, specifying the products you would like to return.
2. We will respond to your email with the destination address information within 1 to 2 business days. We will not provide a return label.
3. Please note that the Customers are responsible for return shipping costs. We highly recommend using a trackable delivery method, and please take note of your tracking number.
4. Please kindly email us the tracking number so we can help to check the shipment status.

Please note that regardless of the situation or conditions, we will not be held responsible for lost returned items.

Items sent back to us without first requesting a return; will not be accepted. 

 

What Happens Next?

REFUND

Following the return process, a refund will be issued to your original payment method:

1. You'll be notified upon receipt and inspection of your return to confirm approval for the refund. If approved, it will be automatically processed to your original payment method within 10 business days.
2. Please be aware that you will receive a full refund of the final item price you paid minus the original shipping cost paid and a restocking and handling fee of up to 25%. We reserve the right to determine the exact fee amount.
3. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please don't hesitate to contact us at support@joyhouseofseratku.com.

 

EXCHANGE

Due to our small-batch, handmade process and limited stock availability, we cannot facilitate exchanges for any items. If you desire a different item, we recommend purchasing it separately and initiating the returns process for a refund of the original item.

 

RETURN / REPLACEMENT DUE TO PRODUCT FAULTS

If customers wish to initiate a return due to damages or product faults, please follow these steps:

1. Email us at support@joyhouseofseratku.com with “RETURNS: DAMAGES” in the email subject.
2. In the body of the email, please include your contact details, order number, reasons for the return, photos or short videos of the damages or faults.
3. Our team will assess the information provided and guide you through the return process within 1 to 2 business days, offering the best solution based on your region and case-by-case basis.
4. Once your claim is approved (to determine whether it is a manufacturing defect or transport damage), we will arrange for a replacement.

In some cases, for damaged or faulty items, there's no need to return them to us. However, certain conditions apply, such as when the item's price significantly exceeds the cost of return shipping.

 

CANCELATION POLICY

We regret to inform you that we are unable to accept cancellations for any reason once an order has been placed on our website. Please review your details carefully before proceeding to checkout.