Joybuy Voluntary 30-day Free Returns Policy
Joybuy does provide 30 days free returns with any reasons on most products if the products are in an undamaged and unused condition. Unless you find the product is damaged, faulty and not as described on delivery then you are absolutely entitled for a full refund. We really appreciate you thinking of returning items to us, to make sure the process goes smoothly, it's important to return each item in the same condition you received it.
If you have received a product in sealed packaging, please ensure it is unused with all original packaging and accessories intact. Certain items (e.g. tablets, mobile phones) are sold in manufacturer-sealed condition. When returning such products to Joybuy, please ensure the seal remains unbroken and the product is in the same condition as when delivered.
If manufacturer-sealed electronic products are returned without quality issues but have been unsealed, activated, used, or have damaged original packaging that prevents resale as new, we will deduct an amount corresponding to the loss in value from your refund.
If you received a product without factory sealing, please ensure the returned item shows no signs of use or physical damage.
Joybuy has the right to request product photos, information, or videos from customers when processing after-sales requests. This helps prevent unnecessary shipping costs for both parties in cases where the return does not meet the after-sales requirements. Most items sold on Joybuy are subject to our general return policy, but some products have different policies, see Return Exceptions. Customers can use this page to learn about our return policy.
Please be rest assure that Joybuy return policy in addition to and does not affect any of customer's statutory right. Your Statutory Rights
Fresh & Frozen Items
The majority of fresh items are non-returnable but may be refunded if there is a quality problem on delivery. If you receive a damaged, spilled or otherwise unusable product from Joybuy, we'll issue a refund. This depends on the product's shelf life, for example, if a product's shelf life is 5 days, then we will issue a refund up to 10 days.
As with fresh items, frozen products are non-returnable but may be refunded if there is a quality issue on delivery. If you receive an item that the product package is broken, thawed or with bad smell bought from Joybuy, we will issue a refund.
Please note that we can only offer a refund if a fresh or frozen product is faulty. We cannot offer a refund if the customer refuses an order on delivery and nothing is found to be faulty, or if they do not pick up a fresh/frozen order for personal reasons. Due to the nature of fresh or frozen products, customers need to accept/pick up the fresh/frozen orders and submit a refund request if anything is found defective.
Ambient Food & Beverages
You are eligible for free returns of food and drink products within 30 days of delivery if they are broken, damaged, leaking or unusable due to a quality issue. In such cases, you are fully entitled to a refund. This aligns with your legal rights under EU and UK consumer laws, which guarantee that products must be of satisfactory quality, fit for purpose and match the description.
Kind reminder: For reasons of public safety and hygiene regulations, we cannot resell returned food and beverage items to other customers. Therefore, if a product is of good quality but you dislike its taste, have ordered the wrong flavour or product, or are requesting a discretionary return, you may contact our service team for further assistance.
Fashion Items
If you are not entirely satisfied with your purchase, we will gladly accept the return of fashion products in new, unused and unaltered condition. This includes any attached tags (product tags and security tags), and, where applicable, hygiene seals and related accessories. Accessories include, but are not limited to, duster bags, garment bags, removable accessories or attachments, and spare parts. For example:
For shoes, if you are trying on shoes, it is advisable to stand on a carpeted surface in order to protect the soles. The shoebox forms part of the product and, if possible, please ensure that it remains intact by placing it in an outer shipping container when sending it back to us. Otherwise, unfortunately, it will not be accepted.
For intimate apparel, lingerie and swimsuits, if you are not yet sure whether to keep the purchased briefs, bottoms, swimsuits and bikini bottoms, it may be a good idea to try them on over underwear, and without removing the protective adhesive strip.
Beauty and Skincare
Within our free return period, we are happy to offer a full refund if the item remains brand new, unopened, and with its original packaging and seals completely intact (including plastic wrapping and hygiene seals).
Due to the specific nature of beauty and skincare products, and in accordance with hygiene and health safety regulations, we cannot accept returns once the item has been opened, the seal broken, or the product used. As opened items pose a hygiene risk and cannot be resold to other customers, we appreciate your understanding in this matter.
Please rest assured that if the product is damaged during transport or has a quality defect, regardless of whether it has been opened, please contact us immediately. Upon verification, we will promptly process a full refund or arrange a free replacement for you.
Heavy and Bulky Items
For heavy and bulky items are eligible for our free returns policy within 30 days when you find the product is faulty. If the item you have received is damaged, defective or incorrect within 30 days of delivery, you may entitled to a full refund. If you find any defectives after 30 days of delivery, you may be entitled to a repair, replacement or a refund. If this is the case, you can visit customer service page and submit a service request directly with some photos or videos to check where the faults are and arrange a free collection for you.
For reasons other than a product defect, you will be responsible for the cost of the return or the cost will be deducted from your refund if you use a prepaid return label.
Warranty & Support After 30 Days
Legal Guarantee
The legal guarantee applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Some products also have a manufacturer's guarantee. This guarantee does not affect the legal guarantee.
If a product becomes defective after 30 days, customer should contact Joybuy customer support team for further assistance. Depending on the item and the issue, Joybuy may offer support options, or directing customers to the manufacturer for warranty service. Some products are covered under the manufacturer’s warranty, in such cases, we may refer customers to the manufacturer for repairs or replacement. Customers can also visit the manufacturer’s website or contact them directly for troubleshooting and warranty claims.
Friendly reminder: Joybuy does not accept a return after 30 days for consumable products (e.g. towel rolls, detergents, drinks and food, fashion, vitamins and supplements, personal hygiene products etc.) or if the defect is due to accidental damage, deliberate damage, caused by external factors, or general wear and tear.
Return Costs
Please be noted that in most cases the return label are created and prepaid by Joybuy without extra fees needed from customer. However, if your item is not eligible for a free return as listed below, then you would need to pay the return costs or deducted directly from your refund if using Joybuy prepaid return label.
Return Methods
Once your after-sales request be processed, you can return items using the following methods (click to see how to Submit a Return Request)
- Home collection
- Dropping off your items at a point that is convenient for you