WHOLESALE PURCHASES ARE NON-RETURNABLE.
We are only able to process returns and damages directly purchased from joysusan.com.
We cannot process Joy Susan merchandise purchased from retail stores and other online retailers. Please contact the retailer directly for all requests. It is the store’s responsibility to replace any damaged or defective items depending on the particular store’s return policy. We do not have any control or record of individual stores return policies.
2023 HOLIDAY RETURNS/EXCHANGES:
*Retail purchases only, placed via www.joysusan.com
Purchases made between 11/24/23 and 12/31/23 qualify for our Holiday Return/Exchange Policy and may be returned through 1/15/24.
- Items received as gifts/orders placed may be returned for a merchandise coupon at equal value of the item originally purchased. This coupon can be applied to a new order placed on our website. We will provide a specific code to be used at checkout.
- The coupon code will be valid for 30 days and can only be used for items in stock.
- Customers are responsible for the return shipping cost of the original item. We will honor free shipping on your new order.
RETAIL CUSTOMER RETURNS:
- After 30 days, all sales are considered final.
- All sale items purchased are final and cannot be returned.
- To request a return, please complete the form below and you will receive an email response with instructions on processing your return in 3-5 business days.
- All returned products must be unused and returned in the same packaging that it was received in. You will be responsible for return shipping.
- Unauthorized returns will not be refunded or credited to your account, and we may handle or dispose of these products as we see fit (e.g., donate).
DAMAGED OR DEFECTIVE ITEMS:
- We offer a one-year manufacturing damage/defect warranty from date of purchase on our products. Items purchased through any physical store must be returned to that store.
- If items are damaged during shipment, please let us know as soon as possible.
- To receive a refund or replacement piece, please complete the form below and you will receive a response (up to 3-5 business days).
CANCELLATIONS AND CHANGES TO YOUR EXISTING ORDER:
- If a change or cancellation needs to be made, please call the office immediately at 1-800-365-4569 to speak with a customer service representative.
- After an order has been processed we cannot guarantee a successful cancellation or change of an order. An order that has shipped cannot be cancelled or modified.
- Items may be returned in respect to our return policy, but shipping costs will not be refunded.