Returns & Exchanges
We understand that sometimes, items you purchase are simply not right for your environment. They do not match your decor, or you simply do not like them. If you are unsatisfied with a product for any reason, you may return the item to JoollySun within 30 days of delivery, or exchange it for something else (restocking fees may apply). We want to ensure you get the right product for your space and our unparalleled selection of contemporary lighting products from around the world helps make this happen.
Products Not Eligible for Return/Exchange
Sorry, we cannot accept returns on:
- Custom and built-to-order items
- Large orders (orders totaling over $1,000 on multiple quantities of the same fixture)
- Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
- Items not in resalable condition or items missing the original packaging
- Items not purchased from JoollySun.com
- Items not purchased by the original customer (we require the original purchase receipt)
- Orders shipped outside the United States
Products eligible for return/exchange include items in original, new, uninstalled condition with all original parts, and packaging. You may return any item that qualifies under these conditions within 30 days of delivery.
To start a return, you can contact us at support@joollysun.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@joollysun.com.
Cancellations
You can cancel an order within a 48 hour window of order placement, unless it is a custom item or special order restocking fees may apply. If your order has already shipped (even if under 48 hr window), it cannot be canceled, and will be treated as a return. Cancellation fees may apply for orders being consolidated at our warehouse. Any cancellation fees imposed by the manufacturer will be your responsibility and will be deducted from any refund. To request an order cancellation, please contact us at support@joollysun.com. Please be sure to include your name, address, order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful. Please allow up to 48 hours to receive your cancellation confirmation.
Please be aware that if your order is already in route from its original location, it cannot be rerouted, redirected, or cancelled. Should you wish to return the item, please log-in to your account to initiate a return.
Note: Do not refuse delivery of non-damaged goods as this will result in a restocking fee. Additionally, delivery refusal may also result in the loss of your product and may negate the possibility of a refund. You may also be charged for round trip shipping costs.
Defective Product
We understand that sometimes products have a manufacturer’s defect. All items are offered with a one year warranty. Any qualifying defective item purchased from JoollySun that is returned within one year of purchase will be repaired or replaced at the company's discretion. Repairs for items that are still under warranty will be covered at no charge. If you would like report a defective item please contact us immediately. Once your claim request has been received a Claims Specialist will reach out to you within 2 business days.
Shipments Claims
We understand that items can be damaged during the shipping process. We also understand that from time-to-time, something may arrive missing parts or components. Our damaged goods/missing parts policy and process is designed to deliver to you a resolution in the timeliest manner possible, at no expense to you. All damages must be reported within 72 hours of delivery. JoollySun cannot be held responsible for any missing, or damaged goods if we are not notified within this time period. If you suspect that your order was damaged during shipment, please contact us immediately at support@joollysun.com. Please provide photos of the damaged product and packaging. Once your claim request has been received a Claims Specialist will reach out to you within 48 hrs.