Política de reembolso

Returns & Exchanges & Refunds

If you received a defective product, please refer to our limited product warranty.

Rules for All Our Products

We accept returns or exchanges within 30 days of purchase (i.e., the date listed on your receipt). Products cannot be returned or exchanged after 30 days from the date of purchase.

All products must be returned to JOYSTAR in original condition. You may incur charges for ordinary wear and tear or damage caused by improper use, misassembly, missing parts, or accidents.

If a refund or replacement is required due to product quality issues, we will cover the cost of return shipping and restocking.

If you need to return or exchange for personal reasons, you will be responsible for the cost of return shipping and any restocking fees in JOYSTAR’s sole discretion based on the nature and condition of the product being returned or exchanged, as well as any other terms of JOYSTAR’s policies.

Procedure to Place a Return or Exchange 

To place a return or exchange, reach out to JOYSTAR at joystar_service@joykie.com. We will reply to you as soon as possible. If the request for a return or exchange does not comply with the terms above, JOYSTAR will not authorize the return or exchange. If you do not contact us first and you return the product without JOYSTAR’s express authorization, we will not be responsible for the loss of goods, and we will not authorize a refund.

For all authorized returns or exchanges, JOYSTAR will send you a pre-paid return label.

Please send the product back to us as required. To avoid any extra charges, please include all original packing materials, manuals, complimentary gifts, and accessories with the product.

Once your return or exchange is received, we will send you an email to notify you that we have received your returned item. We will also inspect the item and notify you if your request to return or exchange the item was ultimately approved or denied. This assessment will be done in JOYSTAR’s sole discretion based on the condition in which the item was received and any other terms of JOYSTAR’s policies. If everything checks out, we will send out your expected exchange of goods or refund within 1-3 business days. Please note: You will receive the refund in the original form of payment in approximately 5-7 business days.

If you have any questions or would like assistance with your return or exchange, please contact our customer service at joystar_service@joykie.com, and we will reply to you as soon as possible.

Late or Missing Refund

Refunds typically require days to process before they are posted on bank or credit card accounts. If you have not yet received your refund, please allow time for it to post and then call your bank or credit card company to check on its status. If the bank or credit card company cannot confirm that the refund is pending, please contact us at joystar_service@joykie.com. We will get back to you within 1-2 business days.

Contact customer service email: joystar_service@joykie.com, to obtain a pre-approved return authorization. To expedite the process please have your order number with you and your reason for your return.

All returns/exchanges must be in new, unused condition, complete with the original box, instructions, warranty cards, etc. We do not accept returns on items purchased from third party retailers. If you send us a return/exchange which is not complete, a restocking/re-boxing fee will be charged. All packages refused by customers without prior written consent will be charged for return shipping. We do not issue return shipping labels. You must handle return shipping yourself. Refunds are issued to the original method of payment, within 30 days of receiving the return. Return Authorizations (RA) are valid for fourteen (14) calendar days after they have been issued. Products returned after the expiration date will be refused. We do not accept returns on products marked as “closeout” items.