JoyBox Returns & Exchange Policy

At JoyBox, every box is thoughtfully curated to uplift, inspire, and spark a little moment of joy. We take great care in selecting products your team will love, and we want your experience to feel just as warm and seamless as the gift itself.
If something isn’t quite right, we’re here to make it better — gently, quickly, and with a smile.

We’ll gladly assist in the following situations:

1.1 Oops — Wrong Item Delivered

If the wrong item or box arrived, we’ll make it right and get the correct one to you.

1.2 Damaged or Defective Item

If something arrives damaged or not working as it should, please let us know — we’ll replace or exchange it without any fuss.

1.3 Incorrect Size, Variant, or Customisation

Ordered one thing but received another? We’ll help you exchange it for the correct option.

To help us resolve things smoothly, please report any issues within seven (7) days of receiving your JoyBox.

You can choose the resolution that feels right for you:

  • Exchange: Swap for the correct item, or one of equal or lesser value.
  • Refund: We’ll refund you via your original payment method.
  • Replacement: We’ll send you a fresh item or replacement box.

To keep everything hygienic and safe:

  • Items must be unused, unopened, and in their original condition.
  • Please keep all packaging, including JoyBox sleeves, stickers, and inserts.

Note: Consumables (like treats, teas, or personal-care products) cannot be returned once opened.

Simply email us at [email protected] with:

5.1 What Went Wrong

A short explanation of the issue.

5.2 What You Prefer

Let us know if you’d like a refund, exchange, or replacement.

We’ll take it from there — quick, kind, and hassle-free.

6.1 Returns

You can return your item to our Cape Town branch (address will be provided) at your cost.

6.2 When We Cover the Cost

If the item was damaged, incorrect, or defective, JoyBox will arrange the collection at no charge to you.

Once your return reaches us and passes inspection:

  • We’ll process your refund, or
  • Arrange your exchange/replacement
depending on your choice.
Please allow up to 7 business days for processing.

Because we prioritise wellness, hygiene, and safety, we unfortunately can’t accept returns on used or opened items (unless faulty on arrival).