At JOYOR, we are committed to providing a reliable shopping experience and ensuring that every customer receives high-quality products and professional service.
We understand that sometimes a return or exchange may be necessary. This Refund & Return Policy explains the conditions, procedures, and requirements for returning products, requesting exchanges, refunds, or canceling orders.
1. Order Processing & Cancellation Policy
Order Processing Time
After customers complete payment, JOYOR will process orders within:
1–2 business days
During this period, we will verify payment information, prepare products, and arrange shipment.
Please note that order processing time does not include shipping time.
Order Cancellation Policy
Customers may request order cancellation under the following conditions:
Before Shipment
Orders can be canceled if:
✔ The cancellation request is submitted before the order has been shipped.
✔ The cancellation request is submitted within the cancellation period allowed by the JOYOR website.
If the cancellation request is made before shipment and within the permitted cancellation period:
-
The order can be canceled.
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A full refund will be issued.
-
No cancellation fee will apply.
After Shipment
Once an order has been shipped:
-
Cancellation requests cannot be accepted.
-
Customers must follow the return process after receiving the product.
Additional return shipping fees may apply according to this policy.
2. Return & Exchange Policy
JOYOR offers a 7-day return and exchange period.
Customers may request a return or exchange within:
7 days after receiving the product.
Return or exchange requests submitted after 7 days from the delivery date will not be accepted.
Before sending any product back, customers must contact JOYOR customer service and receive return authorization.
📧 Email: info@joyor.online
Unauthorized returns will not be accepted.
3. Return & Exchange Eligibility
To qualify for a return or exchange, the product must meet all of the following requirements:
✔ The product must be in its original condition.
✔ The product must be unused, unmodified, and free from damage.
✔ All original accessories must be included, such as:
-
Charger
-
Keys
-
Tools
-
Hardware
-
User manuals
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Other included accessories
✔ Original packaging must be complete and undamaged.
✔ Proof of purchase must be provided.
Products returned without prior approval from JOYOR will not be accepted.
4. Return Address
All approved returns must be shipped to the following address:
Return Address:
Chrzanowska 4
Grodzisk Mazowiecki
05-825
Poland
Phone:
+48 739 667 170
Before returning any product, customers must contact JOYOR customer service and receive return approval.
Products sent to unauthorized addresses will not be accepted.
5. Damaged, Defective, or Incorrect Items
Please carefully inspect your order immediately after delivery.
If you receive:
-
A defective product
-
A damaged product
-
A wrong item
-
Missing components
Please contact JOYOR customer support as soon as possible:
📧 Email: info@joyor.online
Please provide:
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Order number
-
Product model
-
Description of the issue
-
Photos or videos showing the problem
Our team will review the issue and provide an appropriate solution, including repair assistance, replacement, or refund when applicable.
📌 Photos or videos may be required to verify the issue.
6. Non-Returnable Items
The following items are not eligible for return:
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Products purchased from unauthorized sellers
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Products damaged due to misuse, accidents, or improper handling
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Products modified or repaired without authorization
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Special order products
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Free gifts or promotional items
-
Promotional accessories
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Used after-sales accessories
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Used batteries
Please confirm product compatibility before purchasing accessories.
7. Return Shipping Costs
For approved returns:
Quality Issues
If the product has confirmed quality problems:
-
JOYOR may cover return shipping costs.
-
Replacement or refund options will be provided.
Applicable cases include:
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Manufacturing defects
-
Incorrect products received
-
Shipping damage
Customer Reasons (No Quality Issues)
If the return is caused by customer reasons:
Customers are responsible for return shipping costs.
A standard:
€200 return shipping fee per electric scooter
may apply.
Applicable situations include:
-
No longer needed
-
Ordered the wrong product
-
Changed mind after delivery
-
Not satisfied with the purchase
Returns must follow JOYOR’s approved return procedure.
8. Refund Conditions
Product Quality Issues
If the product has confirmed quality problems:
Customers may receive:
✔ Full refund
✔ Replacement product
✔ Return shipping support when applicable
Customer Cancellation or Change of Mind
Before Shipment:
-
Full refund available.
-
No cancellation fee.
After Shipment:
If the order has already been shipped:
A:
€200 return shipping fee per electric scooter
may apply.
Lost or Undelivered Packages
If your package is confirmed lost or cannot be delivered:
JOYOR will provide:
-
Full refund
or
-
Free replacement shipment
The final solution depends on the shipping investigation results.
9. Defective Product Policy
Within 7 Days After Delivery
For confirmed product defects within 7 days:
Customers may receive:
✔ Free replacement
✔ Full refund
Applicable situations include:
-
Product damage
-
Incorrect item received
-
Manufacturing defects
After 7 Days
Returns are not accepted after the 7-day return period.
However, JOYOR customer support will provide:
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Technical assistance
-
Repair guidance
-
After-sales support
-
Replacement part assistance when necessary
📌 Photos or videos may be required for product evaluation.
10. Address Changes
Once an electric scooter has been shipped, the delivery address cannot be changed.
Please carefully confirm your shipping information before completing your order.
11. Refused Delivery
If a customer refuses delivery after shipment:
A:
€200 return shipping fee per electric scooter
will apply.
If the customer requests the product to be shipped again:
An additional reshipping fee may apply.
12. Battery Return Policy
Due to transportation and safety regulations, battery returns are subject to special conditions.
Battery return requirements:
-
A €100 return fee per battery may apply.
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Only unused batteries in original condition are eligible for return.
-
Used batteries cannot be returned.
13. Refund Processing Time
Once returned items are received and inspected:
Inspection and Processing Time:
1–2 business days
Refund Timing:
PayPal refunds:
Usually completed within 48 hours after approval.
Credit card refunds:
Usually take 7–14 business days depending on your bank or card issuer.
Refund processing times may vary depending on payment providers.
14. Customer Support
If you have any questions regarding returns, refunds, exchanges, cancellations, or orders, please contact JOYOR customer service.
JOYOR Customer Support
📧 Email: info@joyor.online
🕒 Working Hours:
Monday – Saturday
9:00 – 19:00 (GMT+1)
Thank you for choosing JOYOR.
We appreciate your trust and are committed to providing reliable electric mobility products and professional customer service.