Refund policy

90 Days to Return, No Stress

You have a full 90 days from the day your parcel arrives to return your order.

You don't need to give us a reason. We want you to take your time with the product and decide for yourself whether it's right for you.

How to Return an Order

To start a return, email us at contact@joinnoya.com.

Once we've reviewed your request, our team will reply with the next steps, including the address to send your return to.

Please wait for that email before shipping anything back. Returns sent without instructions from our team can't be matched to your order.

Do not send returns to our registered office at ul. Szczęsna 26, Warsaw. That address is a company registration address only. Parcels delivered there will not be accepted.

Your Refund

Once we receive your return and approve it, we refund you to your original payment method.

Depending on your bank or card issuer, the money can take up to 14 business days to appear on your statement. That part of the process is outside our control.

Return Shipping Costs

The cost of shipping the product back to us is paid by the customer.

We do not accept cash-on-delivery parcels, and we cannot accept returns sent to any address other than the one our team gives you.

When a Return Isn't Possible

We're unable to accept returns of:

  • custom-made or personalized products
  • products damaged through misuse or mishandling by the customer
  • returns sent without an order number or contact details

Exchanges

We don't process direct exchanges. If you'd like a different product, return your original order following the steps above and place a new order separately.

Something Wrong With Your Order?

If your order arrives damaged, incorrect, or there's any other problem, email us at contact@joinnoya.com.

We'll find you a fast solution.

Uncollected Parcels and Incorrect Addresses

If a parcel goes uncollected, or the delivery address was entered incorrectly:

  • once the carrier confirms the status of the parcel, we refund the full order value, excluding any optional paid services such as express delivery
  • these refunds are processed within 14 days of your report
  • if we don't hear from you within 14 days of the parcel going uncollected, the order is treated as closed

Cancelling an Order

Want to cancel? Email contact@joinnoya.com as soon as you can.

  • If your parcel hasn't shipped yet, we'll cancel it and refund you.
  • If it's already shipped, you can return it under the standard return process above.

Refunds do not cover charges for optional paid services, such as express shipping.

Questions?

Email us at contact@joinnoya.com. We're here to help.