Refund and Return Policy

Our Commitment To Your Satisfaction

At TALES ETCHED BY JOYMADE LLC, we want you to love what you ordered. If something isn’t right, we’ll make it right.

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Introduction

Your satisfaction is the foundation of our business. We understand that sometimes products don’t meet expectations, arrive damaged, or simply aren’t what you were looking for. That’s why we have designed our Refund and Return Policy to be fair, transparent, and hassle-free.

This policy applies to all purchases made directly through joymade.shop. If you purchased a JOYMADE product from a third-party retailer (Amazon, Etsy, gift shop, etc.), please refer to their return policy or contact them directly.

For fastest service: Email joymade.bachwl@gmail.com with your order number and photos of any damage or defects.

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Quick Reference: Return Scenarios

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30-Day Return Window (Standard Returns)

Eligibility

You may return most new, unused, unwashed, and undamaged items within 30 days of delivery for a full refund of the purchase price (excluding original shipping costs).

To be eligible for a standard return:

• The item must be in its original condition (no scratches, chips, stains, or odors)

• All original packaging, tags, and inserts must be included

• The item must not have been used, washed, or placed in a dishwasher

• Custom or personalized items (etched with names, dates, or specific requests) are not eligible for return unless defective

Non-Returnable Items

The following items cannot be returned (unless defective or damaged upon arrival):

How To Initiate A Standard Return

Step 1: Email joymade.bachwl@gmail.com within 30 days of delivery with:

• Your order number

• The item(s) you wish to return

• Reason for return

Step 2: You will receive a return authorization and instructions within 24-48 hours.

Step 3: Pack the item securely in original packaging (or similar protection).

Step 4: Ship to the address provided in the return instructions. You are responsible for return shipping costs unless the return is due to our error.

Step 5: Once we receive and inspect the returned item (typically within 5-7 business days of delivery), we will process your refund.

Standard Return Shipping

Customer-Paid Returns:

• Use any shipping carrier you prefer

• We recommend using a trackable method (USPS, UPS, FedEx) with insurance

• JOYMADE is not responsible for items lost or damaged during return shipping

Cost estimate for return shipping (within US):

• Small mug: $4-7

• Set of glasses: $8-12

• Tumbler: $5-9

International returns: Return shipping costs are significantly higher (often $20-40). Please consider whether a return is cost-effective for lower-priced items.

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Damaged, Defective, Or Incorrect Items

What Qualifies As “Damaged”?

• Physical damage: Cracks, chips, breaks, scratches that occurred during transit

• Packaging damage only: If the product itself is fine but the box is crushed, that does not qualify for a return (the product is what matters)

What Qualifies As “Defective”?

• Manufacturing flaws: Uneven etching, misaligned printing, glaze bubbles, lid that doesn’t seal

• Missing parts: Lids, straws, or accessories not included (when they should be)

• Functionality issues: Insulated tumbler fails to maintain temperature (rare)

Does NOT qualify as defective: Minor variations in hand-etched items (these are part of the artisanal charm), color differences due to screen calibration, or size differences of 1-2mm.

What Qualifies As “Incorrect Item”?

• You ordered a cat mug but received a dog mug

• You ordered size 15oz but received 11oz

• You ordered blue but received green

• Someone else’s order shipped to you

Process For Damage/Defect/Error Claims

Step 1: Contact us within 30 days of delivery (90 days for manufacturing defects) at joymade.bachwl@gmail.com

Step 2: Provide ALL of the following:

• Your order number

• Clear photos of:

  • The damaged/defective area (close-up)

  • The entire product (to show overall condition)

  • The packaging (if damage is from shipping)

• A brief description of the issue

Step 3: We will review and typically respond within 24 hours.

Step 4: Resolution options:

• Replacement: We ship a new item at no cost to you (no need to return the damaged one unless requested)

• Partial refund: 25-75% refund if the damage is minor and you want to keep the item

• Full refund: For severe damage/defects

No Return Required For Damaged Items

In most cases, you do NOT need to ship back damaged or defective items. We will ask for photos as proof. This saves you time and shipping costs, and it’s better for the environment.

Why don’t we ask for returns?

• Shipping costs often exceed the value of the item

• Damaged items would just go to landfill anyway

• Trusting our customers is part of our core value of authenticity

We reserve the right to request return of an item if the damage is questionable or the claim seems suspicious. Abuse of this policy (falsely claiming damage) may result in account suspension.

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Refund Processing & Timing

How Refunds Are Issued

Refunds are always issued to the original payment method used at checkout:

Partial refunds: If you return part of an order or we issue a partial refund for damage, the same timing applies.

Store credit alternative: At your request, we can issue store credit instead of a refund to your card. Store credit never expires and can be used on any future purchase. Email us to request this option.

Refund Amount Calculation

When You Will See Your Refund

Refund approval to Stripe processing: 1-2 business days after we receive and inspect your return (or after damage claim approval).

Stripe to your bank: 3-7 business days for US cards; 5-10 business days for international cards.

Your bank to your account: Varies by financial institution. Some banks post credits immediately; others take the full processing time.

If you haven’t received your refund after 10 business days:

1. Check your bank account again (some banks have “pending” sections)

2. Contact your credit card issuer (they may have holds or processing delays)

3. Then email us at joymade.bachwl@gmail.com and we will investigate with Stripe

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Exchanges

We do not offer direct exchanges. If you want a different product, color, or size:

1. Return the original item (following standard return process)

2. Place a new order for the desired item

Why no exchanges? Our inventory changes quickly, and by the time we receive your return, the item you want might be sold out. Placing a new order secures your desired item immediately while your return processes separately.

Exception: If we shipped the wrong item by mistake, we will send the correct item and provide return shipping for the incorrect item (no need for you to place a new order).

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Cancellations

Before Shipment

You may cancel your order for a full refund (including shipping) if:

• You request cancellation within 2 hours of placing the order

• The order has not yet been processed by our fulfillment team

How to cancel: Email joymade.bachwl@gmail.com immediately with “CANCEL ORDER [Order Number]” in the subject line. If you also call +84353627282, that may help us catch it faster.

After 2 hours or if processing has begun: Your order may already be packed or shipped. In this case, you will need to follow the standard return process after receiving the item.

After Shipment

Once an order has shipped, it cannot be canceled. Please wait to receive the package, then initiate a return. Return shipping costs are your responsibility (unless we made an error).

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International Orders

Returns From Outside The United States

The same 30-day return policy applies to international customers. However, please be aware:

Higher return shipping costs: International return shipping can be expensive (often $20-40ormore).Forlow-valueitems(under$30), it may not be cost-effective to return the item.

Customs and duties: JOYMADE does not refund customs duties, taxes, or fees paid to your country’s government. You must seek reimbursement from your local customs authority.

Longer processing times: Returns shipped internationally can take 2-4 weeks to reach us due to customs clearance.

Recommendation for international customers: Before ordering, carefully review product descriptions, dimensions, and photos. Consider whether a potential return would be worth the shipping cost.

Lost Or Stolen International Packages

If your tracking shows “delivered” but you did not receive the package:

• Check with neighbors, building management, or local post office

• Check your country’s customs office (they may be holding it for duty payment)

• Contact your local postal carrier with the tracking number

JOYMADE is not responsible for packages after delivery confirmation. However, we will assist you with tracking information and carrier inquiries to the best of our ability.

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Gifts

If You Received A JOYMADE Product As A Gift

With a gift receipt or order number: You may return the item for store credit (not refund to the original purchaser’s card). Store credit will be emailed to you and can be used on joymade.shop.

Without any receipt: We cannot verify the purchase. Please ask the gift giver to provide the order number or forward their confirmation email.

Damaged gift: The gift giver should file the damage claim (since they have the order number). Once approved, the replacement can be shipped to either address.

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Bulk & Wholesale Orders

Returns for bulk/wholesale orders (50+ units) are handled on a case-by-case basis. Please refer to your wholesale agreement. In general:

• Defective items in bulk orders: Replaced at our cost

• Incorrect items shipped: Corrected at our cost

• Change of mind on bulk orders: Not accepted due to custom nature of most bulk orders

Contact joymade.bachwl@gmail.com with “WHOLESALE RETURN” in the subject line.

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Holiday Returns (Extended Policy)

For orders placed between November 15 and December 25, the 30-day return window is extended to January 31 of the following year.

Example: A gift purchased on December 20 arrives December 24. The recipient has until January 31 to initiate a return – that’s more than 30 days from delivery.

This extension applies to: Standard returns (changed mind, wrong item ordered). Damage/defect claims still require notification within 30 days of delivery (we can’t verify damage from weeks prior without photos taken near delivery date).

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Return Shipping Address

Do not send returns to our Sheridan, Wyoming address unless specifically instructed to do so.

We use multiple fulfillment centers depending on your location and the product. Our return authorization email will provide the correct return address.

If you return an item without authorization: It may be refused, delayed, or not processed. Always email first.

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Our Promise To You

We stand behind every product sold on joymade.shop. If there’s a problem – even outside the 30-day window – please contact us. We may be able to offer a partial refund, discount on future purchase, or other accommodation, especially for repeat customers.

Why do we offer this? Because building long-term relationships is more important to us than strict adherence to policy deadlines. We want you to remember JOYMADE as the company that cared, not the company that quoted fine print.

That said, please understand that after 90 days, we cannot offer full refunds or replacements for normal use issues. Drinkware eventually shows wear – that’s normal.

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Return Policy Abuse Prevention

To keep our generous return policy available for all customers, we monitor return patterns:

Signs of potential abuse:

• Multiple returns of items claimed as damaged with inconsistent photos

• Returning items after extended use (coffee stains, scratches from cleaning)

• Claiming non-delivery on multiple orders delivered to the same address

• Returning custom items as “defective” when they match the design requested

Consequences of abuse:

• Account flagged for manual review of all future returns

• Return privileges revoked (all sales final)

• In extreme cases, account closure and ban from future purchases

We believe in trusting our customers, and 99% of you are honest. The small number of abusive returns cost everyone else through higher prices. Please be fair.

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Summary – Returns At A Glance

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Contact Us About Returns

For all return-related inquiries:

📧 Email: joymade.bachwl@gmail.com (fastest)
📞 Phone: +84353627282 (for urgent issues only; email preferred for returns)

Please include your order number in all correspondence.

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TALES ETCHED BY JOYMADE LLC – Making returns as painless as possible, because your satisfaction matters more than our policies.