Refund policy
Return & Refund Policy
At JOY Personalized, we take pride in our handcrafted jewelry and are committed to providing high-quality products and customer satisfaction.
We offer a 90-day quality guarantee covering manufacturing defects or quality-related issues. If you experience a quality concern, please contact us within 90 days of receiving your order.
1. Return Window
We accept returns within 30 days of delivery for all eligible orders.
To be eligible for a return, the item must be:
•Unworn and unused
•In its original condition
•Returned with original packaging and tags
2. Personalized & Custom Orders
Because each personalized item is handcrafted specifically for you, personalized and custom-made products are considered Final Sale and cannot be returned or exchanged for:
•Change of mind
•Incorrect information submitted by the customer
•Personal preference
However, if your item arrives:
•Damaged
•Defective
•Incorrect (such as wrong engraving, birthstone, or product)
we will gladly provide either:
•A free replacement, or
•A full refund
3. Exchanges
We currently only offer replacements for items that arrive damaged, defective, or incorrect.
Due to the personalized nature of our products, we do not offer exchanges for customer preference, sizing mistakes entered during checkout, or change-of-mind purchases.
4. How to Start a Return
To request a return, please contact us at:
Email: contact@joypersonalized.com
Phone number: +1 (310) 866-1449
If your return is approved, we will provide instructions on how and where to send your package.
Return Method and Address
Approved returns must be shipped to the provided return address using a trackable shipping service whenever possible. Customers are responsible for securely packaging returned items to avoid damage during transit.
Return Address: 8871 NW 102nd St, PRO SHIP US JOY, Medley Florida 33178, United States.
Restocking Fee: No restocking fee will be charged for returned items.
Return Shipping Label: For returns unrelated to product defects or order errors, customers are responsible for return shipping costs. In these cases, the customer must obtain the return shipping label themselves. For damaged, defective, or incorrect items, the return shipping label will be provided by us.
Please note: Returns sent without prior authorization will not be accepted.
5. Damages & Order Issues
Please inspect your order upon arrival and contact us within 7 days of delivery if your item is:
•Damaged
•Defective
•Incorrect
We will evaluate the issue and work quickly to resolve it. For approved defective or incorrect orders, we cover all replacement or refund costs.
Replacement Processing Time
For approved replacement requests, a replacement item will typically be processed and shipped within 5–10 business days after the claim has been reviewed and approved.
6. Refunds
Once we receive and inspect your approved return, we will notify you regarding the status of your refund.
If approved, the refund will be issued to your original payment method within 7 business days. Please note that processing times may vary depending on your bank or credit card provider.
7. European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, customers have the right to cancel or return eligible non-personalized items within 14 days for any reason and without justification.
Personalized or custom-made items are exempt from this right in accordance with applicable consumer protection laws.
8. Return Shipping Costs
For returns unrelated to product defects or order errors, customers are responsible for return shipping costs.
For defective, damaged, or incorrect items, we cover all return or replacement shipping costs.
Contact Information
Trade Name: SMK LLC (JOY Personalized)
Physical Address: 616 South El Camino Real, Ste a, San Clemente, CA 92672, US
Fulfillment Address (Return Address): 8871 NW 102nd St, PRO SHIP US JOY, Medley Florida 33178, United States.
Email: contact@joypersonalized.com
Phone: +1 (310) 866-1449
