Refund policy

We want you to love what you ordered. If something isn't right, we'll make it right.

Our products are printed to order, which means each item is made specifically for you after you place your order. We don't hold finished stock. This affects how returns work, so please read the sections below carefully.

Damaged, defective, or misprinted items

If your item arrives damaged, has a printing error, or isn't what you ordered, contact us within 30 days of delivery at contact@thejoyfulgiftgrove.com with:

Your order number
Photos of the item showing the problem
A photo of the shipping label on the package

We'll send a free replacement or issue a full refund, whichever you prefer. You do not need to ship the item back to us, and you won't pay anything.

Change of mind, wrong size, or wrong colour

You may return an item within 30 days of delivery for a refund, provided it is:

Unworn and unwashed
Free of stains, odours, pet hair, and damage
In its original condition with any tags still attached

Email us first at contact@thejoyfulgiftgrove.com to request a return. Please don't ship anything back before we've confirmed the return and given you the correct return address — packages sent without confirmation may not be processed.

For these returns, you pay the return shipping cost. We refund the price of the item; original shipping charges are not refunded. We recommend using a tracked service, as we can only refund items we actually receive.

Exchanges

We don't process direct exchanges, because each item is made to order. The fastest way to get a different size or colour is to return the original item for a refund and place a new order.

Items we cannot accept back

Gift cards
Items personalised with your own name, text, or artwork
Items marked "final sale" at the time of purchase
Items returned more than 30 days after delivery
Items that have been worn, washed, altered, or damaged after delivery

Your statutory right of withdrawal (EU, EEA, and UK customers)

If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This right sits alongside — and does not replace — the 30-day policy described above, which is more generous.

To exercise this right, notify us of your decision by an unambiguous statement, for example by emailing contact@thejoyfulgiftgrove.com. You may use the model withdrawal form below, but this is not required.

After you withdraw, return the goods to us without undue delay and in any event within 14 days. You bear the direct cost of returning the goods. We will refund all payments received from you, including the standard delivery cost, within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever is earlier. We refund using the same payment method you used, at no charge to you.

The right of withdrawal does not apply to goods made to your individual specifications or clearly personalised with your own name, text, or artwork.

Model withdrawal form — complete and return this only if you wish to withdraw from the contract:

To Joyful Moments, contact@thejoyfulgiftgrove.com: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: Ordered on / received on: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date:

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it can take a few additional days for the money to appear on your statement.

If more than 15 business days have passed since we confirmed your refund and you still haven't received it, please contact us.

Undeliverable and unclaimed packages

Please double-check your shipping address at checkout. If a package is returned to us because the address was incomplete or incorrect, or because it went unclaimed, we'll contact you to arrange reshipment. You'll be responsible for the cost of the second shipment.

How to reach us about a return

Email contact@thejoyfulgiftgrove.com with your order number and a short description of the issue. We reply within 1–2 business days.