Refund Policy
1. Overview
At Joiya Move Limited, we want you to love your purchase.
If you’re not completely satisfied, we’re here to help.
This policy explains how returns, exchanges, and refunds are handled for products purchased through our website,
2. Eligibility for Returns
You may return items within 14 days of receiving your order for a refund or exchange, provided they meet the following conditions:
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Items must be unworn, unused, and in their original packaging.
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Socks must be unopened and in hygienic condition for health and safety reasons.
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Proof of purchase (such as your order number or confirmation email) must be provided.
We reserve the right to refuse returns that do not meet these conditions.
3. How to Request a Return
To start a return, please email us at hello@joiyamove.com with the following details:
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Your full name
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Order number
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Item(s) you’d like to return
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Reason for return
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Photo evidence (if applicable)
Once approved, we’ll share the return address and further instructions.
Please note that return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
4. Refunds
Once your return has been received and inspected, we’ll send you an email confirmation to notify you of approval or rejection.
If approved, your refund will be processed to your original payment method within 5–10 business days (depending on your bank or payment provider).
Shipping costs are non-refundable, unless the return is due to an error or fault on our part.
5. Exchanges
If you wish to exchange an item for a different size, colour, or design, please email hello@joiyamove.com.
Exchanges are processed once the original item has been returned in acceptable condition.
If your preferred replacement item is unavailable, we’ll issue a refund instead.
6. Faulty or Incorrect Items
We take great care to ensure all Joiya Move products meet our quality standards.
If you receive an item that is damaged, faulty, or incorrect, please contact us within 7 days of delivery.
Include clear photos and your order number so we can arrange a replacement or refund promptly.
In these cases, we’ll cover return postage costs.
7. Non-Returnable Items
For hygiene reasons, we cannot accept returns of:
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Opened or worn socks
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Gift cards or digital vouchers
8. Sale Items
Items purchased on sale or during promotions are eligible for exchange or refund only if faulty.
We cannot offer refunds on discounted or clearance stock unless required by law.
9. Late or Missing Refunds
If you haven’t received your refund after 10 business days, please check with your bank or payment provider first.
If you’ve done this and still haven’t received your refund, contact us at hello@joiyamove.com and we’ll investigate promptly.
10. Contact Us
If you have any questions about our returns or refund process, please get in touch: hello@joiyamove.com
We aim to respond to all queries within 2 business days.
Because movement should feel good - from the moment you order, to the moment you wear them.