Refund, Returns and Cancellation Policy

2.1 Our Commitment

At Journals & Joy, we want you to love what you receive.

We carefully create, curate and package our products, but we understand that issues can sometimes arise.

This policy explains how we handle refunds, returns and cancellations.

Nothing in this policy is intended to limit any rights you may have under applicable South African law.

The Consumer Protection Act provides consumers with rights relating to, among other things, returns and defective or unsafe goods.

2.2 Damaged, Defective or Incorrect Products

If your product is:

• Damaged
• Defective
• Incomplete
• Incorrect
• Materially different from what you ordered

please contact us.

We may request photographs and other information to help us assess the issue.

Depending on the circumstances and applicable law, we may offer an appropriate remedy, which may include:

• Repair
• Replacement
• Refund
• Another remedy available under applicable law

2.3 Change-of-Mind Returns

Where a change-of-mind return is legally available, the product should generally be returned:

• Unused
• In its original condition
• Complete
• With original packaging where applicable

Return shipping costs may be the customer's responsibility where legally permitted.

2.4 Personalised Products

Personalised or made-to-order products are created specifically for you.

Once production has started, cancellation due to change of mind may not be possible where legally permitted.

If Journals & Joy makes an error in the personalisation, please contact us so that we can assist.

2.5 Digital Products

Digital products are treated differently from physical products because they may be accessed or downloaded electronically.

If a digital product is:

• Corrupted
• Inaccessible
• Incorrect
• Materially different from its description

please contact us.

We will investigate and, where appropriate, provide corrected access, a replacement file or another appropriate remedy.

2.6 Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests before an order has been processed, personalised or dispatched.

Once processing, personalisation or dispatch has occurred, cancellation may no longer be possible, subject to applicable consumer rights.

2.7 Joy Post Cancellations

Joy Post subscriptions may be cancelled according to the cancellation process described in our Joy Post Subscription Terms.

Cancellation of a subscription does not necessarily cancel a monthly package that has already been processed or dispatched.

2.8 Refunds

Where a refund is approved, it will generally be processed using the original payment method.

The time required for the refund to reflect may depend on the relevant payment provider or financial institution.

2.9 How to Request a Refund or Return

Please email: info@journalsandjoy.co.za

Use the subject:

Refund / Return Request – Order #[ORDER NUMBER]

Please provide:

• Your name
• Order number
• Product concerned
• Reason for the request
• Photographs where relevant

We will respond with the appropriate next steps.