Returns & Exchanges
While we take every precaution to ensure that your product arrives in perfect condition, please understand some natural variances in colour (due to the differences in natural material characteristics) and slight workmanship differences are normal. Please inspect your order upon reception and contact us immediately within 14 days if the item is unfortunately defective, damaged or if you have received the wrong item.
We are incredibly sorry for the inconvenience! Please reach out to us at sales@joiemakers.com with the following information so that we can evaluate the issue and make it right for you.
- If images are not provided we will not be able to complete your request.
Please note that we allow returns and exchanges only for defective products, and not for change of mind. Products are considered defective if they are received damaged, or if they become damaged within 14 days of purchase. Damage as a result of wear and tear are not considered to be defective. Defective product does not include the box packaging.
Exchanges/returns are strictly not applicable for sale, discounted and backorder item(s).
Also, to be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging (eco-friendly cotton bag and original tube/box).
Returns
Returns will be processed on a case by case basis, and subject to reasonable grounds.
All returns will be strictly refunded via store credits. Store credits are to be utilized for future purchases on our website, and strictly not eligible for use on any other 3rd party platforms or marketplaces.
All returned store credits are valid for a period of 6 months from the date of issue - extension is strictly not permitted.
An admin fee of SGD 3 will be deducted from the return credits
Please arrange your own courier to ship the pre-approved item back to us. Cost of courier for returns to be fully borne by customer:
- All additional costs incurred for the return (admin fee + courier fee + taxes) to be fully borne by the customer
- Kindly make arrangements for the return parcel only after you've received an acknowledgement & approval email/ DM from Joiemakers.
- Returns that do not fulfil all our conditions upon our final checks will be duly rejected and a fee for redelivery to send the rejected item back to you will be required.
Please ensure that you have attained the approval of our customer service team before proceeding with any returns/exchanges. Parcels that are not approved or formally initiated will be rejected.
If your return is accepted, we will furnish you the address and instructions to send the item back to. For all returns, it is highly recommended that you use registered post or a trackable courier as we cannot accept responsibility for products lost in transit to us.
Once we have received and inspected your return, we will notify you before processing a refund via store credits. Please note that it can take some time to process the refund of store credits into your account.
Exceptions / Non-returnable Items
Unfortunately, we cannot accept returns nor refunds on sale items.
