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Refund policy

By placing an order, you confirm that you have read, understood, and accepted the following policy.

The procedure for getting a refund or exchange:

You need to request the problem at our Contact Us page, and please wait for a response from our Customer Support Team. You must provide all the requested information, especially attaching some photos of the received parcel, so that our Customer Support can check the specific problem of your order. 

After we have checked and approved your Request Form, we will process it and issue a refund for the full purchase price (less the shipping cost) to your original form of payment. Refunds are generally processed within 5-7 business days from the day your refund request is approved. If the customer has done all this and still has not received your refund, please get in touch with us at contact@joybona.com.

*Note: Only defective products in manufacture, packaging, and delivery are the responsibility of MetaBona. Problems emerging during use due to non-compliance with instructions or customer faults, whether unintentional or intentional, are not covered by the Return & Refund Policy of MetaBona.

Please refer to these complicated situations for applicable Return/ Exchange/ Refund below: 

I. PERSONALIZED PRODUCT 

1. Unused Products and original package

  • You don’t like the products: Unaccepted.
  • Defective within 14 days from the time of the successful delivery tracking update and original package: Exchange a new item for free or 100% refund; don’t need to return the item
  • After 14 days of unused from the successful delivery tracking update: Unaccepted.

2. Used Products

  • You don’t like the products: Unaccepted.
  • Defective within 14 days from the time of the successful delivery tracking update: Exchange a new item for free or a 100% refund; You don’t need to return the item
  • Defective after 14 days from the successful delivery tracking update: Unaccepted.

*Noted: Due to the unique nature of personalized items, we cannot accept returns or exchanges for any mistakes made by the customer during the ordering process, such as selecting the wrong size, color, or style or entering incorrect information about your order.  

II. NON-PERSONALIZED PRODUCT 

1. Unused Products

  • Defective within 14 days from the time of the successful delivery tracking update and original package: Exchange a new item for free or 100% refund; You don’t need to return the item
  • After 14 days of unused from the time of the successful delivery tracking update: Unaccepted

2. Used Products

  • You don’t like the products: Unaccepted.
  • Defective within 14 days from the successful delivery tracking update: When you request an Exchange/ Return/ Refund of your order to our customer support at email contact@joybona.com. Our team will assess your request and provide appropriate support options. 
  • After 14 days from the time of the successful delivery tracking update: Unaccepted 

III. IMPORTANT NOTICE 

*Eligibility return, exchange, or refund your order: 

  • Due to the unique nature of personalized items, we cannot accept returns or exchanges for any mistakes made by the customer during the ordering process, such as selecting the wrong size, color, or style or entering incorrect information about your order.  
  • If items are defective in the manufacturing, packaging, or delivery, such as receiving a defective or incorrect item or missing items from your order. In this case, we will provide a full refund or offer to resend the affected items.
  • For minor mistakes that do not affect the overall functionality or appearance of the product, we may offer a partial refund based on the specific item’s status. Our team will assess the item’s condition and determine the appropriate action. 
  • A full refund/resend for orders lost due to shipping.

*To initiate a return or refund for your order, you must contact us at contact@joybona.com and provide us with the following information:

  1. Reality video or image of the received products: We require you to provide us with a real video or image of the product you received, clearly showing any defects or issues.
  2. Shipping label: We also require that you provide us with the shipping label for your order, which includes the tracking number and shipping information.

Please note that if you do not provide us with both of these items, we cannot process your return or refund request.

* We want to inform you of our return, exchange, and refund policy. If you are not satisfied with your purchase and wish to return it, please note the following:

  • The customer is responsible for paying the shipping fees associated with the return. We do not cover the cost of return shipping.
  • The return address is not the address listed on the original package. If you return the product to the address on the package, we will not be responsible for any lost or damaged items.
  • If you have any complaints or issues with your order, please contact our customer service team at contact@joybona.com within 14 days of the successful delivery tracking updateOur team will assess your request and provide appropriate support options. 
  • If you have received your order and after using the product, it exceeds 14 days from the successful delivery tracking update and is damaged. Unfortunately, we will not be able to process a return or issue a refund.

*Unaccepted situations for the applicable return & refund policy following:

  • Your order has been processed (Exceeds 6 hours of the time of your order).
  • If you provide an incorrect address or any mistake related to your personal information, such as moving address or requesting to keep the order at the post office, moving address, not responding to our email to verify a new address, or choosing the wrong size, color, or style for personalized products, we will not be responsible for any lost or damaged items.
  • If the delivery address is incorrect or cannot be delivered, but the package is waiting for “pickup” at the post office, we are not responsible for any lost or damaged items. It is the customer must responsibility to follow up with the post office to ensure the timely delivery of their package. If the tracking number shows that the package is available display the status “pick up” at the post office, The customer must to contact the post office and arrange for pickup. We are not responsible for any lost or damaged items due to failure to pick up the package on time.
  • Suppose you refuse to receive your order but do not notify our customer support team at email contact@joybona.com. We will not be responsible for handling your refund request if you refuse to receive the package. Please contact our customer support if you want to return it.

*Cancel order

  • You can only cancel your order within 6 hours from purchasing time of the same day.
  • Cancellations made within 6 hours from purchasing time of the same day will be issued a full refund of order value (without Tip given by customers)

*Exchanges (if applicable)

  • We only replace items if they are defective or damaged. If you need to exchange it for the same product, send us a message/ email at contact@joybona.com

IV. CONTACT US

If you run into any issues, feel free to drop us an email at contact@joybona.com

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