Refund policy
Returns & Refund Policy — Joia.
Returns
We accept returns for a store credit within 30 days of receiving your item, provided the piece is unused, in its original condition, and with all original packaging. Please include your receipt or proof of purchase.
To initiate a return, contact us at joiaellery@gmail.com. Once your return is accepted, we will provide instructions on how and where to send your item. Please do not send back items without prior approval, as they will not be accepted.
Damaged or Faulty Items
Please inspect your order upon arrival and contact us immediately if your piece is damaged, defective, or incorrect. Include photos and a description of the issue, and we will work with you to resolve it as quickly as possible.
Exceptions & Non-Returnable Items
Due to the handmade nature of our ceramics, we do not accept returns for:
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Custom or commissioned pieces
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Sale items or gift cards
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Items marked as non-returnable during purchase
If you are unsure whether your item qualifies for a return, please contact us.
Exchanges
We do not offer direct exchanges. If you would like a different item, please complete the return process and make a separate purchase.
Refunds
Once we receive and inspect your return, we will notify you via email regarding the approval of your refund. If approved, your refund will be processed back to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process the refund.
If you have not received your refund after 15 business days, please reach out to us at artofjoia@gmail.com.
Australian Consumer Law
Please note that under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if the item you receive is faulty, significantly different from the description, or not fit for purpose. This does not apply to change of mind or minor imperfections inherent in handmade products.
