Refund policy
This policy explains the rules for the exchange, return of goods, and refunds in the joybox.ua online store. Please read it carefully before placing an order.
1. Return of Good Quality Products
All products sold on our site are custom-assembled gift sets. They include food items (chocolate, candies), dried flowers, and fragile decorative elements such as candles and vases.
According to the legislation of Ukraine, we do not accept returns and do not exchange products of good quality:
According to Appendix No. 3 to the Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994, No. 172, food products of proper quality cannot be exchanged (returned).
According to Part 5 of Article 13 of the Law of Ukraine "On Consumer Rights Protection," a consumer does not have the right to terminate a contract if the goods are made to order or have a clearly personalized character (our sets are assembled exclusively for an individual order).
Timeframe for returning good quality products: 0 days. (Returns are not possible).
2. Returns or Replacements of Damaged or Incorrect Products (Exceptions)
We carefully pack each gift set; however, gypsum vases and dried flowers are fragile items that can be damaged during transit by the delivery service.
If you or the Recipient received a damaged product (a broken vase, damaged sweets) or a product that does not match your order (assembly error), we guarantee a free replacement of the product or a full refund.
Conditions for arranging a replacement or refund:
Inspection upon receipt: The Recipient is obliged to inspect the parcel in the presence of the courier or at the "Nova Poshta" branch.
Refusal and documentation:
- In case of mechanical damage, you must refuse to receive the parcel and compulsorily draw up a Damage Report (Acceptance-Transfer Act) together with the "Nova Poshta" representative.
- In case of product discrepancy (a different set arrived), you must also refuse to receive the parcel.
Notification: You must notify us of the incident within 24 hours of the refusal by sending an email to hello@joybox.ua. The email must include clear photos of the damaged or incorrect product, and in the case of mechanical damage, a copy of the "Nova Poshta" Damage Report.
Please note: Claims regarding damage or product discrepancy will not be accepted if the Recipient accepted the parcel without objections (did not refuse it in the presence of the courier) and took the product home.
3. Return Shipping Costs and Fees
Return shipping cost: If a product is returned due to transit damage or our error (incorrect assembly), the joybox.ua store covers 100% of the return shipping costs. For the customer, sending such a return is free of charge.
Restocking fee: We do not charge any fees for returning an order. (Restocking fee: 0 UAH).
4. Refund Process
If damage during transportation or a discrepancy with the order has been documented according to the rules (clause 2), we will initiate the refund process.
Refund method: Funds are automatically refunded to the same bank card (Visa, Mastercard, Apple Pay, Google Pay) from which the payment was made via the plata by mono service.
Refund timeframe: Processing the request and transferring the funds takes up to 5 business days from the moment the decision is made. Please note that your bank may require additional time (usually 1 to 3 business days) to credit the funds to your account.
5. Contact Information
If you have any questions regarding your order, replacement, or refund, please contact us:
- Email: hello@joybox.ua
- Support: +380 (66) 921-31-76 / Telegram / Viber
- Legal Address: apt. 78, bldg. 6, Krushelnytskoi Ln., Dnipro, 49125, Ukraine