Refund policy

1. Scope

This policy applies to all orders fulfilled by Joleena Home & Beauty.

2. Inspection of Goods

All goods must be checked as soon as reasonably possible after delivery.

Any issues must be reported within the timeframes outlined below. Claims submitted outside these time limits may not be accepted.

3. Damaged, Faulty, Missing, or Incorrect Items

If any item arrives damaged, faulty, missing, or incorrect:

You must notify us:

  • Within 3 business days of delivery, or
  • Within 1 business day of discovering the issue,
  • And no later than 7 calendar days from delivery

Your claim must include:

  • Order number
  • Item code
  • Quantity affected
  • Description of the issue
  • Photographic evidence (if requested)

Failure to report visible damage within this timeframe may result in the claim being declined.

4. Non-Delivery Claims

An order is considered lost if it has not arrived within 10 business days after the estimated delivery date.

Claims for non-delivery must be submitted within 21 days of dispatch.

Claims made after this period may not be accepted, as the carrier may refuse to investigate.

5. Manufacturing Faults

If a manufacturing fault becomes apparent after delivery, you must notify us:

  • Within 5 business days of discovering the issue, and
  • Within 6 months of delivery

This does not cover issues caused by:

  • Misuse
  • Normal wear and tear
  • Accidental damage
  • Improper storage
  • Unauthorised alterations

6. Evidence Requirements

We may request photographic evidence to assess your claim.

  • If photos are sufficient, a return may not be required
  • If a return is needed, instructions will be provided

Returns sent without prior authorisation may not be accepted.

7. Resolutions

If a claim is approved, one of the following will be offered:

  • Account credit
  • Replacement goods
  • Refund to the original payment method

Account credit is the standard resolution unless agreed otherwise.

Delivery charges are non-refundable unless the full order is incorrect or not delivered.

8. Items Ordered in Error

As a trade supplier, there is no automatic right to return unwanted goods.

However, returns may be considered if:

  • Reported within the same timeframes as above (max 7 calendar days)
  • Items are unused and unopened
  • Returned in original packaging
  • Suitable for resale

Return shipping costs will be the responsibility of the end user.

9. Hygiene & Cosmetic Products

For health and safety reasons, the following items cannot be returned unless faulty:

  • Earrings
  • Cosmetics
  • Personal care products
  • Any sealed hygiene item that has been opened

10. Third-Party Delivery Locations

If goods are delivered to:

  • Freight forwarders
  • Warehouses
  • Consolidation centres
  • Third-party logistics providers

Responsibility ends once delivery has been made to the address provided in the order.

11. Excluded Claims

We do not accept claims relating to:

  • Natural colour variations
  • Variations in natural materials
  • Fragrance differences
  • Differences in natural stone appearance