Refund & Returns

This Returns & Refunds Policy (“Policy”) sets out the conditions under which Joycreate Ecom Tech Limited accepts returns, issues refunds, and handles exchanges for products purchased through our website.
By placing an order, you agree to this Policy.

1. General Principles

  • All returns must be authorized by our Support Centre prior to shipment.
  • Returns are subject to inspection and approval.
  • Refunds are issued only after returned items are received and verified (unless otherwise stated).
  • Original shipping fees are non-refundable unless required by law or due to our error.

2. Return Eligibility

Unless otherwise stated, you may request a return within 30 days from the delivery date.
To be eligible:
  • The item must be unused, uninstalled, and in original condition.
  • The item must be in original packaging with all accessories, manuals, and parts.
  • Proof of purchase (order number) must be provided.
We reserve the right to reject returns that do not meet these conditions.

3. Non-Returnable Items

The following items are NOT eligible for return or refund:
  • Customized or made-to-order products
  • Bulk/wholesale orders unless defective
  • Clearance or final-sale items
  • Items damaged due to misuse, improper installation, or modification
  • Items returned without authorization (RMA)
  • Items missing parts or packaging

4. Return Process (RMA)

To initiate a return:
  1. Contact our Support Centre within the return window
  2. Provide order number and reason for return
  3. Submit photos/videos if requested
  4. Receive a Return Merchandise Authorization (RMA)
  5. Ship the item to the designated return address
Important:
  • Returns sent without an RMA may be refused or discarded.
  • The customer must use a trackable shipping method.

5. Return Shipping Costs

  • Customer Responsibility: For non-defective returns (e.g., change of mind), the customer bears return shipping costs.
  • Company Responsibility: If the return is due to our error (defective, damaged, or incorrect item), we will cover or reimburse reasonable return shipping costs.
We are not responsible for items lost during return transit.

6. Inspection & Processing Time

After we receive the returned item:
  • Inspection: 3–7 business days
  • Refund processing: 5–15 business days (depending on payment provider)
We will notify you of the outcome via email.

7. Refunds

Refunds will be issued to the original payment method unless otherwise agreed.

7.1 Full Refunds

May be granted if:
  • Order is canceled before shipment
  • Product is confirmed defective or damaged upon arrival
  • Incorrect item was shipped

7.2 Partial Refunds

May be applied for:
  • Minor defects not affecting functionality
  • Returned items with missing non-essential parts
  • Restocking fees (if applicable)

7.3 Non-Refundable Costs

The following may be deducted from refunds:
  • Original shipping fees
  • Return shipping fees (if customer responsibility)
  • Customs duties and taxes
  • Payment processing fees (where legally permitted)

8. Exchanges

We offer exchanges for defective or incorrect items only, subject to stock availability.
If the requested replacement is unavailable, we may offer:
  • A similar product
  • Store credit
  • Refund

9. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, you must contact us within 7 days of delivery.
Required evidence:
  • Order number
  • Clear photos/videos of the product and packaging
Failure to report within this period may result in rejection of the claim.

10. Order Cancellation

  • Orders may be canceled for a full refund before shipment only.
  • Once shipped, the order cannot be canceled and must follow the return process.

11. Customs, Duties & Refused Shipments (IMPORTANT)

For international orders shipped under DDU / DAP terms:
  • The buyer is responsible for all customs duties, taxes, and import charges.
  • Refusal to pay duties/taxes is considered a customer-initiated refusal.
If a shipment is:
  • Refused by the customer
  • Not cleared through customs
  • Returned due to unpaid duties/taxes
We reserve the right to:
  • Deduct all shipping, return, and handling costs from any refund
  • Deduct customs-related charges incurred
  • Refuse a refund if the goods are abandoned or destroyed

12. Lost or Undelivered Orders

If an order is confirmed lost by the carrier, we may offer:
  • Reshipment, or
  • Full/partial refund
Claims are subject to carrier confirmation and investigation.

13. Chargebacks & Disputes

Before initiating a chargeback with your bank or payment provider, you agree to contact us to resolve the issue.
If a chargeback is initiated without prior contact:
  • We reserve the right to dispute the claim with supporting evidence
  • Your account may be restricted or suspended
  • Future orders may be refused

14. Abuse & Fraud Prevention

We reserve the right to refuse returns or refunds in cases of:
  • Excessive or repeated return requests
  • Suspected fraud or abuse
  • False claims or manipulated evidence

15. Policy Updates

We may update this Policy at any time. Changes will be posted with a revised Effective Date.
Continued use of our services constitutes acceptance of the updated Policy.

16. Contact Us

Joycreate Ecom Tech Limited
cs@joycreateecom.com
RM.517 New City Centre, 2 Lei Yue Mun Road, Kwun Tong Hong Kong