REFUND POLICY

We accept returns for standard, full-priced items under the following conditions:

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Return Window & Condition

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• Return requests must be submitted within 14 days of receiving your order.

• Items must be returned in their original, unused, and saleable condition, including all original packaging.

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Non-Returnable Items (Final Sale)

 

Due to the nature of our business, we do not accept returns, exchanges, or cancellations for the following:

• Personalized or custom-made items (including any products with engraving, names, or logos).

• Made-to-order items and Bespoke Molds.

• Sale or discounted items.

• Any item purchased with intent to return due to variation in colouration, texture, minor bubbles or spotting on surface will not be accepted. Due to the handmade nature of each product, the qualities mentioned are deemed a part of the natural handmade process. No two products are identical, being uniquely designed for your space.

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Return Shipping & Restocking

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• Return shipping costs are the sole responsibility of the customer.

• We can assist you by generating a return shipping label; however, the cost of this return label will be deducted from your total refund.

• Original shipping charges are non-refundable. If your order qualified for free shipping, the actual shipping cost incurred by us will also be deducted from your final refund amount.

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Lost, Stolen, or Damaged Packages

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• Once a package is handed over to the courier and marked as "Delivered," JOS FACTORY is no longer liable.

• We are not responsible for packages that are stolen, missing, or damaged because they were left outside at an unsafe shipping address or exposed to extreme weather (heat, cold, or rain) for extended periods. It is the customer's responsibility to ensure a safe delivery location.

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Damages & Defects

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• Please inspect your order immediately upon arrival.

• If your item arrives damaged due to transit, you must contact us at info@josfactory.com within 48 hours of delivery.

• Your claim must include your Order ID and clear photos of both the damaged item and the external shipping packaging.

• We will review the evidence and prioritize a replacement. Claims submitted outside of this 48-hour window, or without photographic proof, will not be accepted.

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How to Start a Return:

 

To initiate a return for an eligible item, please contact us at info@josfactory.com with your Order ID and reason for return.