Full policy textThe complete wording of this policy, for reference or printing
Summary: you have 30 days from the day your order is delivered to return most unused items. E-mail us first for a return authorization. Damaged, faulty or wrong items are always returned or replaced at no cost to you. Refunds are issued within 5 business days of the return arriving.
1. Return window
You may request a return within 30 days of the date your order was delivered (as shown by the carrier's tracking).
2. How to start a return
- E-mail support@jouelanity.com with your order number, the item(s) you want to return and the reason.
- We reply within 1 business day with a return authorization (RMA) number, the return address for your item and packing instructions. The return address depends on the warehouse that shipped your item.
- Pack the item securely, preferably in its original box and packaging, with all parts, manuals and accessories. Write the RMA number on the outside.
- Send it back within 14 days of receiving the authorization using a trackable service, and keep your receipt. For large or freight items we arrange the pickup.
Please do not send items back without a return authorization, and do not send returns to our business office – parcels sent without authorization cannot be matched to your order.
3. Condition of returned items
Items must be unused, in their original condition and packaging, and complete with all parts. Taking an item out of the box to check its size or fit is fine.
4. Items that cannot be returned
- Opened hygiene and personal-care items, including incontinence products, skin care, wipes and cleansers.
- Toilet, commode, bath and shower items that have been used or installed.
- Items that have been used, altered, or damaged after delivery.
- Gift cards.
- Items sent without a return authorization or after the return window.
These exclusions do not apply if the item arrived damaged, faulty or not as described.
5. Return shipping costs
| Reason | Return shipping | Deduction from refund |
|---|---|---|
| Damaged in transit, faulty, or wrong item sent by us | Free – we provide a prepaid label or arrange pickup | None |
| Change of mind, or wrong size/model ordered | Paid by you, or we e-mail a label at our discounted rate | Only the label cost, if you use our label |
| Returned used, incomplete or damaged after delivery | Paid by you | The value lost, explained and agreed with you first |
There is no restocking fee on unused, complete returns. Delivery to you was free, so nothing is deducted for the original shipping.
6. Refunds
When your return arrives we inspect it within 2 business days and issue your refund within 5 business days of its arrival, to the original payment method used at checkout. We e-mail you when the refund is issued. Your bank or card issuer usually takes 5–10 business days to show it. We cannot refund to a different card, by check or in cash.
7. Damaged, faulty or wrong items
If an item arrives damaged, faulty, or is not what you ordered, e-mail photos of the item, box and shipping label within 7 days of delivery. You can choose a replacement at no cost or a full refund. Missing or broken parts can often be sent separately. Faults that appear later are handled under the manufacturer's warranty – see our Damage, Defects & Warranty page.
8. Exchanges
The quickest way to exchange an item is to place a new order for the item you want and return the original under this policy. You can also e-mail us and we will arrange the exchange.
9. Cancellations
You can cancel an order free of charge until it ships – e-mail support@jouelanity.com as soon as possible. Once an order has shipped it can no longer be cancelled and is handled as a return.
10. Contact
E-mail support@jouelanity.com. We reply within 1 business day, Monday to Friday, 9:00 AM to 5:00 PM Mountain Time.
Last updated October 16, 2026 · Erafav · support@erafav.com