Refund policy

This Return and Refund Policy explains when and how customers may return products purchased from Joie de Vivre. This Policy applies to purchases made through joiedevivre.it.

1. Standard Return Window

Unless a different rule applies under mandatory consumer law, we accept eligible returns within 30 days after delivery.

To qualify for a voluntary return, items must be unused, kept free from contact with pets, unassembled, and clean—remaining in the same condition as when they were received. They must be returned with all original parts, accessories, manuals, hardware, and the original packaging, accompanied by proof of purchase.

2. Returns for Buyer Remorse

We accept returns for eligible non-defective products within the standard return window when the customer changes their mind, subject to the conditions in this Policy.

For buyer-remorse returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.

3. How to Start a Return

To start a return, contact us at info@joiedevivre.it.

Please include your order number, full name, delivery address, item you wish to return, reason for return, and photos of the item and packaging.

Do not send any product back without contacting us first. We will provide return instructions and, where applicable, a return authorization and return address.

Returns sent without authorization may be delayed, refused, or returned to the sender.

4. Return Shipping Costs

Unless the return is due to our error, a defective product, a damaged product, a wrong item, or another reason for which applicable law requires us to pay, the customer is responsible for return shipping costs.

Large pet cages: Returns may require freight shipping, which could cost more than standard parcel shipping..

If we provide a prepaid return label for a voluntary return, the cost of return shipping may be deducted from the refund where permitted by law.

Outbound shipping rates listed in the Shipping Policy are subsidized customer shipping rates for delivery from us to the customer. Return shipping costs may differ from outbound shipping rates.

5. Restocking Fee

We do not charge a restocking fee for approved standard returns. However, to the extent permitted by law, we may deduct certain costs, including return shipping fees and amounts to account for any reduction in the value of the item—such as missing accessories or packaging, or damage caused by pets (e.g., claw marks, fur, stains, odors, or soiling). We may also deduct for product damage or any loss in value resulting from handling that exceeds what is necessary to inspect the item.

6. Non-Returnable Items

The following items are not eligible for standard voluntary returns unless defective, damaged, incorrect, non-conforming, or returnable under mandatory law:

Pet beds: Used, previously occupied by a pet, or containing pet hair, saliva, urine, stains, or odors.
Pet crates/cages: Previously occupied by a pet, or containing pet waste, hair, stains, or odors, or showing signs of scratching or biting by a pet.
Pet harnesses: Previously worn by a pet, or containing pet hair, sweat stains, or odors, or showing signs of scratching or biting by a pet.
Pet bowls/feeders: Previously used to hold food or water, or containing food residue, water spots, or scratches, or showing signs of chewing by a pet.
Customized or personalized pet products (e.g., custom-sized pet crates, pet harnesses with engraved names, etc.)
Clearance items or final-sale products that were explicitly marked as non-returnable at the time of purchase
Items that have been assembled and cannot be restored to a condition suitable for resale
Used pet products
Items damaged due to misuse, pet scratching or biting, improper assembly, negligence, modification, inadequate maintenance, exposure to moisture or high temperatures, or accidents
Items missing original packaging, parts, accessories, hardware, instruction manuals, or anti-counterfeiting labels

Mandatory consumer rights are not limited by this section.

7. Damaged, Defective, Non-Conforming, or Wrong Items

If you receive a damaged, defective, non-conforming, or incorrect item, contact us promptly at info@joiedevivre.it.

Please provide your order number, description of the issue, photos of the product, photos of the packaging, and photos of any damaged or missing parts.

Depending on the issue and applicable law, we may offer a replacement part, replacement product, repair support, return for refund, partial refund, or another appropriate remedy.

Do not dispose of the product or packaging until we have reviewed the issue.

8. Refund Method and Timing

Approved refunds will be issued to the original payment method unless otherwise required by law.

For standard returns, after we receive and inspect the returned item, refunds are generally processed within 5-10 business days.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Shipping charges are non-refundable for voluntary returns unless required by applicable law or unless the return is due to our error, defective goods, damaged goods, or an incorrect item.

9. Deductions From Refunds

Where permitted by law, we may deduct from the refund for missing parts, missing accessories, missing packaging, damage caused after delivery, use beyond normal inspection, return shipping costs, freight return costs, and carrier fees caused by failed delivery or refused delivery.

10. Exchanges

We do not guarantee direct exchanges. If you want a different item, size, color, or model, the usual method is to return the eligible item and place a new order.

11. EU Consumer Right of Withdrawal

If you are a consumer located in the European Union, you may have a legal right to withdraw from your online purchase within 14 days after delivery without giving a reason. Please see our EU Right of Withdrawal Policy for details.

12. Switzerland

For customers in Switzerland, Swiss law generally does not provide a general automatic right to return goods purchased online. However, we provide the voluntary return rights stated in this Policy where applicable. This does not affect rights relating to defective, incorrect, or non-conforming products.