RETURN AND CANCELATION POLICY
IN WHICH CASES CAN I CHANGE OR RETURN AN ITEM?
You can exchange or return any item in for any reason, within the period established for it.
In any case, it is mandatory that the products subject to a change or return are in perfect condition and without signs of use, otherwise no change or return can be made.
Items must be returned in their original packaging or other proper packaging to ensure they arrive to MyJoy VERA in perfect conditions. If the items are received in poor conditions, return or exchange requested will not be done.
The period of time to change or return any item is 15 days counting from the order delivery date.
- The exchange or return period for orders placed from November 28 to January 5 is until February 1.
- Is not allowed to return Gift Cards.
HOW DO I MAKE A CHANGE OR A RETURN?
Send us a message through our Contact page or via email (to firstname.lastname@example.org) with your full name, order number and the reason for the return / exchange.
Once we receive your message, we will contact you quickly to inform you about the next steps to manage the return or exchange of the item, which you must send us through a courier company.
MyJoy VERA will not be responsible for any package loss suffered while a customer is returning a product to our facilities: it will be the customer’s responsibility to ensure that the package arrives at our facilities in perfect condition.
Once the courier company delivers the package to our facilities, we will check the product and you will receive a confirmation email indicating that:
- Returns: the amount will be returned to your account within 2-3 working days.
- Changes: the piece for which you want to change will be sent (free) within 2-3 days.
WHAT’S THE PERIOD TO MAKE A CHANGE OR RETURN?
The period to make any exchange or return is 15 natural days after the order is delivered.
Exceptions: The exchange or return period for orders placed from November 28 to January 5 is until February 1.
HOW MUCH DOES IT COST TO MAKE A CHANGE OR A RETURN?
- Changes (in cases where the piece is in good conditions and it’s the customer that decide to change it for another item): costs related to the shipping of the item to be returned to MyJoy Vera facilities will always be borne by the customer. The cost will depend on the transport company and shipping type chosen by the customer. The cost of shipping to the customer the new piece for which you want to change, will be borne also by the customer. If the amount of the item to be exchanged is higher than the new item chosen by the customer, a voucher with the difference in amounts will be delivered to the customer or it will be refunded to the customer if it’s preferred.
- Changes (in cases where the piece is in bad conditions): costs related to the shipping of the item to be returned to MyJoy Vera facilities will be borne by the MyJoy Vera. The cost of shipping to the customer the new piece (allways the same pece), will be borne by MyJoy Vera.
- Returns: costs related to the shipping of the item to be returned to MyJoy Vera facilities will allways be borne by the customer. The cost will depend on the transport company and shipping type chosen by the customer.
Gold plating has a guarantee of 1 month since the delivery date. The guarantee will only apply in those cases in which there is a manufacturing defect, and the damage has not been caused by misuse. We will study in detail whether, in each case, the damage has been caused by a misuse of the parts. To keep your jewelry in perfect condition, please visit our Jewelry Care Guide.