Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at joystep.shop.uk@gmail.com

Please do not send items back without contacting us first, as returns sent without prior approval may not be accepted.

If your return is accepted, we’ll provide instructions on how and where to send your package. Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

You can always contact us for any return questions at joystep.shop.uk@gmail.com

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable items

Unfortunately, we cannot accept returns on sale items, final sale items, or gift cards.

For hygiene and resale reasons, items that have been used, worn, or damaged may not be eligible for return.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.

As above, your item must be in the same condition that you received it: unused, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

If more than 15 business days have passed since we’ve approved your return, please contact us at joystep.shop.uk@gmail.com