Refund policy
Return & Refund Policy
At Joypet, we want you and your cat to feel happy with your purchase. If something is not right, we are here to help.
30-Day Return Window
We accept return requests within 30 days of the delivery date.
To be eligible for a return, your item must be:
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In the same condition that you received it
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Unused or gently inspected only
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Clean, undamaged, and free from pet hair, stains, odors, or food residue
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In its original packaging with all accessories, manuals, charging cable, and parts included
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Accompanied by your order number or proof of purchase
Because Joypet products are used by pets and may come into contact with treats or kibble, we reserve the right to refuse returns that are heavily used, damaged, dirty, missing parts, or not in resellable condition.
How to Start a Return
To start a return, please contact us at:
Please include:
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Your order number
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The email address used at checkout
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A short explanation of the reason for return
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Photos or videos if the item is damaged, defective, or incorrect
If your return is approved, we will send you return instructions. Please do not send your item back before contacting us first.
Return Shipping
For standard returns, customers are responsible for return shipping costs.
If your item arrives damaged, defective, or you received the wrong item, please contact us within 7 days of delivery. If the issue is confirmed, we will help make it right by offering a replacement, refund, or other suitable solution.
Original shipping fees, shipping protection, and any express shipping fees are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If the item is damaged, defective, or incorrect, contact us as soon as possible at joypetglobal@gmail.com with your order number and clear photos or videos of the issue.
We will review your case and provide a solution, which may include a replacement, refund, or store credit.
Refunds
Once we receive and inspect your returned item, we will notify you whether the refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your bank or credit card company to process and post the refund.
If your return does not meet our return conditions, we may refuse the refund or offer a partial refund at our discretion.
Exchanges
We only replace items if they are damaged, defective, or incorrect. If you need an exchange, please contact us at joypetglobal@gmail.com.
Order Cancellations
If you need to cancel or change your order, please contact us as soon as possible.
We can only cancel or modify an order before it has been processed or shipped. Once an order has shipped, it cannot be canceled, but you may request a return after delivery according to this policy.
Bundles and Multi-Pack Orders
If you purchased a bundle or multi-pack, all items included in the bundle must be returned together in order to receive a full refund.
If only part of a bundle is returned, the refund amount may be adjusted based on the regular price of the items you keep.
Non-Returnable Items
The following items cannot be returned:
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Gift cards
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Items marked as final sale
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Products that are damaged due to misuse, improper cleaning, or unauthorized modification
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Products with missing parts, accessories, or original packaging
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Items with heavy pet hair, stains, odors, food residue, or signs of excessive use
30-Day Joy Guarantee
We understand that every cat has a different personality. Some cats may need time to warm up to a new toy.
If your cat does not engage with Joypet right away, we recommend trying it with your cat’s favorite small dry treats or kibble and allowing your cat to explore the toy at their own pace.
If you still need help, contact us within 30 days of delivery. Our support team will do our best to help with usage tips, troubleshooting, or a return request according to this policy.
Contact Us
For any return or refund questions, please contact us at: