Refund policy

Last updated: September 18, 2026

At JoyfulHoof, we want every purchase to bring creativity, color, and joy to your celebrations. If you are not completely satisfied with your order, you may request a free return and refund within 30 days of receiving the product, subject to the conditions outlined below.

1. 30-Day Return Period

You have 30 calendar days from the date your order is marked as delivered to request a return.

To qualify for a return, the product must:

Be unused, unassembled, and in its original condition;
Include all components, accessories, instructions, and packaging supplied with the order;
Be returned in its original packaging whenever reasonably possible;
Include proof of purchase or the relevant order number.

Because many JoyfulHoof products are DIY craft kits, products that have already been assembled, cut, glued, painted, altered, damaged, or used may not qualify for a return unless they arrived defective, damaged, or incomplete.

2. Free Returns

Approved returns are free of charge. Customers will not be required to pay return shipping costs when the return is authorized by our customer support team.

To begin a return, contact us at support@joyfulhoof.shop before sending the product. We will provide the applicable return instructions and, where available, a prepaid return shipping label.

Please do not send a product back without first receiving return authorization. Unauthorized returns may not be accepted or processed.

3. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives. If the product is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible and preferably within 7 days of delivery.

Your message should include:

Your full name;
Your order number;
A description of the issue;
Clear photographs or video showing the product, packaging, and shipping label.

After reviewing the information, we may offer a replacement, replacement component, full refund, or another appropriate solution at no additional cost.

4. Non-Returnable Items

Returns may not be accepted for:

Products returned after the 30-day return period;
Products that have been assembled, altered, cut, glued, painted, or customized by the customer;
Products damaged through misuse, neglect, improper storage, or failure to follow instructions;
Products missing essential components, accessories, or packaging;
Personalized, customized, or made-to-order products, unless damaged or defective;
Gift cards or downloadable products, where applicable.

These exclusions do not limit any rights you may have under applicable consumer protection laws.

5. Exchanges

We do not guarantee direct exchanges because product styles and inventory may change. If you would like a different product or variation, contact us for assistance.

When appropriate, we may process a return and refund so that you can place a new order for the preferred item.

6. Refund Processing

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear after it has been processed. Actual posting times depend on your bank, card issuer, or payment provider.

Original standard shipping is free and therefore has no refundable shipping value. Any optional expedited shipping fees selected by the customer are generally non-refundable unless the order was damaged, defective, incorrect, or not delivered as promised.

7. Order Cancellations

If you need to cancel or modify an order, contact us immediately. We will make reasonable efforts to accommodate your request, but cancellation cannot be guaranteed after the order has entered processing or has been shipped.

If an order can no longer be canceled, you may request a return after receiving it in accordance with this policy.

8. Refused and Undeliverable Orders

If an order is returned because the customer refused delivery or supplied an incomplete or incorrect address, we will contact the customer to determine the appropriate solution.

Additional shipping costs caused by an incorrect address or repeated delivery failure may be deducted from the refund where permitted by law, except where the delivery issue was caused by JoyfulHoof or the carrier.