Return & Refund

Return & Refund

Article 6. Right of withdrawal / return / guarantee

6.1 After receipt by the consumer of the ordered articles via our webshop or by e-mail, the consumer has a cooling-off period as described in article 6.3.

6.2 The article must be checked upon receipt for any errors, imperfections or damage. These must be reported to us by e-mail within 14 days of receipt by the consumer. Items with an error, imperfection or damage that are returned without notification of an error, imperfection or damage within 14 days of receipt by the consumer cannot be accepted.

6.3 If the consumer is not satisfied with the order via our webshop or by e-mail, the consumer can indicate within 14 days of receipt of the item (s) that she wishes to return the item (s). You can send us an e-mail at: The consumer sends back the item (s) to be returned with the packing slip and sealing immediately, but in any case within ten days after submission.

Address: Herenstraat 95
2271CC Voorburg
The Netherlands

The consumer bears the costs for the return shipment.

6.4 The right of withdrawal does not apply to hygiene-sensitive articles.

6.5 If the consumer has returned the ordered items, the consumer may exchange them for a different size or receive a refund of the purchase price excluding the shipping costs paid to Joy’nae, subject to the provisions of article 6.6. If the consumer keeps part of the order, the consumer will only receive the purchase amount of the returned items.

6.6 We will, within 10 days of receipt of the returned items, instruct the bank or credit card company that was used during the order to return the amount already paid to the consumer. (Excluding shipping costs)

6.7 The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lies with the consumer. A condition for actually making use of the right of withdrawal is that the relevant items are properly packaged, complete, undamaged, unused and returned in the undamaged and original packaging together with the packing slip and sealing, If damage has occurred as a result of inadequate shipping packaging or if the mail item is insufficiently stamped, Joy’nae reserves the right to refuse a return shipment.

6.8 On the basis of the law, the consumer is entitled to a reliable product that must meet the expectations that the consumer may reasonably have of it. We will resolve any problem with the soundness of the product as soon as possible. If the solution does not meet the consumer’s expectations, the consumer can get the original order fully refunded.

6.9 The guarantee referred to in this article and the right of withdrawal will lapse, among other things, when:

  1. The article has been worn and / or washed (this does not mean fitting the clothing);
  2. The article has been damaged by the consumer and / or the consumer has attempted to repair the damage or defect;
  3. The label (s) and / or accessories have been removed or are missing;
  4. The consumer has not followed the instructions for use and / or instructions for use; and / or
  5. The article has been manufactured in accordance with the specification (s) provided by the consumer.
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