Returns & Refunds

1. Cancel/Changing Policy

You can free cancel/change your order within 2 hours of placing your order for any reason. After this time, we will no longer be able to free cancel/change your order. If your order has been shipped out, we cannot make any changes or cancellations.
More details here: Order Cancel/Change Center

More than anything, we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at support@joyfultwig.com or cs@joyfultwig.com, and we’ll make it right!

2. Refund Policy

Please be reminded that our policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.

Also, please be informed that placing an order means that you accept all the terms mentioned below:

At this time, we do not offer returns in any case; we only offer replacements. If your item is defective, you don’t need to return the original item, and we will resend you a replacement for free.

Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refunds unless the item you received has a major problem. This includes cases where the item is:

  • Significantly different from the description or the preview shown to you

  • Damaged due to the fault of our factory or the carrier

  • Not what you ordered

Please note that for other cases (not mentioned above), we only offer partial refunds (excluding shipping fees).

NOTE:

  • We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.

  • We typically DO NOT accept refunds or replacements due to customer mistakes such as:

    • Incorrect selection of sizes, designs, colors, etc.

    • Failing to preview the design carefully (as all of our printing files are automatically generated exactly the same as the preview on our website)

Please review your order carefully before checkout to ensure it is correct.

Please allow a 20% difference between advertised images and the actual item you receive, as colors may slightly differ due to lighting during photography or monitor display settings.

To File a Claim

Please send us an email to support@joyfultwig.com or cs@joyfultwig.com and include the following information (this is required):

  • Order number

  • Video/photo of the defective product

  • If the claim is related to a printing error, please include clear photos of the error

  • If the claim is related to print size or placement, please include a measuring tape, stick, or ruler in the photos

  • If some items are missing, please provide a photo of the received package showing the shipping label clearly

  • Full delivery address

  • Contact telephone number

Our support team will review the photos/videos you provide. If your item is eligible, we will resend the product to you at no additional cost. In rare cases where a replacement is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).