Returns Policy

Returns and Refund Policy – JOYA Home

Last updated: July 5, 2025

1. Scope

This policy applies to all purchases made on our website www.joya-home.com, operated by TradeWay (SIREN 978181873). Delivery is only available in mainland France. 

2. Legal withdrawal period

In accordance with Article L.221-18 of the Consumer Code, you have a period of 14 days from the date of delivery to exercise your right of withdrawal without having to provide a reason or pay a penalty.

3. Return Conditions

⚠️ IMPORTANT :

Our sofas are delivered compressed in their original packaging. Once the box is opened and the sofa decompressed, the product is considered used and is no longer eligible for return or refund, unless there is a proven defect upon delivery.

To qualify for a return or refund, the following conditions must be met:

• The product has not been unpacked or used
• It is intact, in its original sealed packaging
• The request is made within 14 days of receipt
• Proof of purchase (order number, invoice) is provided

No returns will be accepted if:

• The product has been unpacked or decompressed
• It is damaged or incomplete for reasons not attributable to JOYA Home
• The 14-day period has been exceeded

4. Return Procedure

To initiate a return, please contact us by e-mail at hello@joya-home.com, providing:

• Your full name
• Order number
• Date of receipt
• Reason for return

You can return the product after the request has been validated.

After validation of the request by customer service, you can return the package to the following address: 46B rue Pierre Curie, Plaisir 78370, France.
Return shipping costs are the responsibility of the customer and are not refundable.

5. Refund

After receipt and inspection of the returned product, you will be notified by e-mail of the approval or refusal of the refund.

If approved, the refund will be made via the payment method used during the order, within 5 to 10 business days.

6. Defective or Damaged Products

If your product arrives damaged or has a manufacturing defect, contact us within 48 hours of delivery with supporting photos at hello@joya-home.com.

In case of a confirmed defect, we will offer you:

• An exchange for the same model (subject to availability)
• Or a full refund without charge

7. Sale or Promotional Items

Only full-priced items are refundable.
Unfortunately, sale or promotional items are neither refundable nor exchangeable.

8. Exchanges

We only replace initially defective or damaged items.
If you need to replace yours with the same item, please email us at hello@joya-home.com
After agreement, you can return your product to the return address provided by our customer service.

9. Gifts

If the product was identified as a gift and shipped directly, you can request a credit note for the amount of the returned product, usable on the JOYA Home website.

If the product was not identified as a gift at the time of purchase, or if the order was placed by a third party, the refund will be issued to the original purchaser.

10. Shipping and Precautions

For any return, we strongly advise you to use a delivery service with tracking.
We disclaim all responsibility in case of loss or damage during return transport.

For any questions or clarifications, contact us at hello@joya-home.com.