Refund policy
Last updated: October 28, 2024
We hope you love your JOHI products. We do our best to provide high-quality products for you and your space.
Review our return policy below, and get in touch if we can help you while considering a purchase or after you have received an order. Thank you for supporting our small business and products made in the USA.
Please note we do not provide refunds for consultation and custom services.
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PRODUCT TRIAL PERIOD: 21 Days, Original Purchaser*
We understand that a product sometimes may not be the right fit for your space.
ORIGINAL PURCHASER:
We offer a 21-day trial period for you to try out our products. If you are not satisfied with your product(s), you may initiate a return within 21 days of the original purchase date. We do not accept returns if the original purchase was made more than 21 days prior to contact.
PRODUCT TRIAL PERIOD: 21 Days, Gift Recipient (Store Credit)*
GIFT RECIPIENT:
If you received a JOHI product(s) as a gift and would like to return it, please get in touch as soon as possible (see “Initiating a Return”). We do not accept returns if the original purchase was made more than 21 days prior to contact.**
The returned item must be in its original condition. If you have the product in its original packaging, the original packing slip, and/or the name of the original purchaser, please provide this in your return package and/or by email, in order for us to verify your eligibility.
*EXCEPTIONS/NON-RETURNABLE ITEMS
Certain types of products cannot be returned, including:
- JOHI Made Products purchased on sale
- Made-to-order products
- Custom products
- Gift Cards
- Final sale listings
Please get in touch if you have any questions or concerns about your specific item.
Original shipping & handling fees are non-refundable.
Please approach this process with patience. We are a small business and will do our best to support your case.
INITIATING A RETURN
To initiate a return, please begin by contacting us over email.
• Contact us at orders@hellojohi.com.
• Include your order number, full name, name of the item(s) you are hoping to return, and identify the reason for your return from the list below.
1 - Product is defective or damaged (*provide 1+ photos in your email)
2 - Purchased the wrong item
3 - Product does not fit well with your space
4 - Product did not meet expectations
5 - Received the product as a gift and do not want to keep it
6 - Other (please provide a brief explanation)
We require a receipt/proof of purchase for all return requests from the original purchaser.
We may also request proof of ID. We will then guide you through the return process.
Please note: products must be received and inspected before refunds are approved and issued.
RETURN SHIPPING - CUSTOMER RESPONSIBILITY
While we want to assist as best we can, return shipping costs are the responsibility of the customer. We recommend using a trackable, insured shipping service to ensure the safe return of the product(s).
CONDITION OF RETURNED ITEMS
Returned items must be in their original condition, including all accessories. We reserve the right to reject returns that do not meet these criteria.
Please note: Finishes are not warrantied. Natural wear and tear can be expected. Because we prioritize the use of natural, no-VOC and low-VOC finishes for healthier spaces, we recommend care and attention to prevent scratches and watermarks. In general, our products can be touched up and repaired. If you need assistance in caring for a finish, reach out to us at orders@hellojohi.com.
REFUND PROCESS
Once we receive a returned item, we will inspect the product condition. If approved, we will process your refund within 5-10 business days.
Please note: Original shipping & handling fees are non-refundable.
Method of Refund:
- Original purchaser: Refunds will be issued only to the original payment method used for the purchase.
- Gift recipients: Refunds will be issued only by store credit.
EXCHANGES
We do not directly facilitate exchanges through customer service. If you would like to exchange your item, we recommend returning the item you have ordered and making a separate purchase for the item(s) you are interested in.
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or defective, please contact us immediately at orders@hellojohi.com. Provide photos of the product and/or package damage(s) or defect(s), and we will work with you to resolve the issue. This may include product replacement and/or refund to the original payment method.
Thank you for choosing JOHI. We appreciate your understanding and cooperation with our return policy as we aim to support your experience with us.