Refund policy
This policy governs the return, refund, and replacement procedures for products purchased on joy-shop.it, in compliance with current legislation.
Return Conditions
To be eligible for return, the product must:
- be intact and in good hygienic condition
- not have stains, odors, or signs of improper use
- be returned complete with all accessories and original packaging
- be accompanied by proof of purchase
Mattresses and bedding products must be carefully packaged to avoid damage during transport.
How to initiate a return request
To initiate a return, you must send a request by email to:
Email: info@joy-shop.it
In the request, please indicate:
- Order number
- First name and last name
- Reason for return
Returns sent without prior authorization will not be accepted.
Return address
Once the return has been authorized, the product must be shipped to:
Materasso Shop SRLs
Via Pasubio, 9
59100 Prato (PO)
Italy
Return shipping costs are the responsibility of the customer, unless otherwise indicated.
Damage or incorrect product
We encourage you to inspect the product upon delivery. In case of damage, defects, or an incorrect item, please contact us within 48 hours of receiving it, attaching photographs.
We will verify and resolve the issue as quickly as possible.
Items Excluded from Returns
The right of return does not apply to the following:
- custom-made or personalized products
- mattresses and bed bases with non-standard sizes
- sealed items opened for hygiene reasons
- gift vouchers
- special promotion products, if indicated during purchase
Right of Withdrawal (European Union)
Under European law, you have the right to withdraw from your purchase within 14 days of receiving the product, without providing any reason.
The product must be returned in the same condition in which it was received, adequately packaged, and intact.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be processed within 10 business days using the same payment method used for the purchase.
Refund processing times depend on your bank or payment provider.
Exchanges
To obtain an exchange, you must return the product and place a new order once the return is complete.
Contact Us
For any information on returns and refunds, you can contact us at:
Email: info@joy-shop.it
Phone: +39 329 3243574