Refund policy

Last updated: September 27, 2026

Returns & Exchanges

We want you to love every Josenart piece you buy. If you're not happy with your purchase, you can return or exchange it under the policy below — just contact our customer service team and we'll take it from there. Please also see our Shipping Policy and our FAQs.

60-Day Money-Back Guarantee for Any Reason

  • You can return any item for any reason within 60 days of the delivery date for a full refund.
  • Return shipping is free — we cover it. Once your return is approved, we'll send you a prepaid return label. For large or heavy items, we'll arrange a pickup from your address.
  • Items must be unused and undamaged, in their original packaging, with all parts and accessories included.
  • If your return is lost in transit, we'll cover it.
  • Orders placed with our discount codes JOSENART25, JOSENART27 or JOSENART7 can be returned under the same terms. Using one of these codes does not make an order final sale.

Items not eligible for a refund

  • Free gifts.
  • Items bought from dealers or resellers rather than directly from josenart.com.
  • Items damaged through improper use or handling after delivery.

How to Return an Item

  1. Contact us: within 60 days of delivery, email customerservice@josenart.com with your order number, the reason for your return and a few photos of the item.
  2. Get approval and your prepaid label: we'll confirm your return and email you a prepaid return label, or arrange a pickup for large or heavy items.
  3. Pack the item: place it back in its original packaging with all parts and accessories, and include a note with your name and order number.
  4. Send it back: attach the label and drop the parcel off with the carrier, or hand it over at the scheduled pickup.
  5. Inspection: when your return arrives, we check that the item is unused and undamaged, in its original packaging, with all parts and accessories included.
  6. Refund: once the item passes inspection, we issue your refund to your original payment method within 3–5 business days and confirm it by email.

If a returned item arrives damaged through improper use or handling after delivery, it isn't eligible for a refund. If that happens, we'll contact you and explain what we found.

Refund Timing

Refunds are issued to your original payment method within 3–5 business days after we receive and inspect your return. Your bank or card issuer may need a few extra business days to post the refund to your account. If you still don't see it after that, please check with your bank or card issuer first, then contact us and we'll help.

Damaged, Defective or Incorrect Items

If your delivery arrives with visibly damaged packaging, refuse it and ask the carrier for proof of the damage. If you find damage after unpacking, contact us within 48 hours of delivery with your order number and photos, and keep the packaging. We'll handle the carrier claim and send a replacement at no cost; if the item is no longer available, we'll refund it. If you receive the wrong item, contact us and we'll arrange the return and send the correct item. See our Shipping Policy for details.

Warranty

All Josenart products come with a 1-Year Limited Warranty against manufacturing defects. If you have a problem during this period, email customerservice@josenart.com with your order number and photos or a short video. We'll assess the issue and send you a replacement part or a new fixture if needed.

Within 60 days of delivery you can choose a refund under our Money-Back Guarantee. After that, warranty claims are resolved with replacement parts or a new fixture rather than a refund, so we recommend checking and testing your order soon after it arrives. Replacement claims are handled under Josenart's warranty guidelines.

FAQ

Can I change or cancel my order?

Yes, if you contact us within 24 hours of placing your order. Email customerservice@josenart.com with your full name, order number and the change you need, and we'll confirm by email. After 24 hours, production may already be under way, so we may not be able to change or cancel the order. If a change is no longer possible, you can still return the order after delivery under this policy.

How do I start a return?

Email customerservice@josenart.com or call +1 (747) 279-9796 and we'll approve your return and send your prepaid return label. See How to Return an Item above.

I received the wrong item. What should I do?

Contact us at customerservice@josenart.com before sending anything back. We'll arrange the return and send you the correct item.

My order hasn't arrived. Can I get a refund?

If your order hasn't arrived within the delivery window in our Shipping Policy (approximately 4–7 weeks from order confirmation: 3–10 business days for production and preparation, plus approximately 3–5 weeks for sea shipping and local delivery), please contact us and you can apply for a refund. We can't replace or refund orders shipped to an incorrect address entered at checkout, so please check your address carefully.

What if I don't pick up a package held for me?

If a package is held for pickup and you don't collect it within 14 days, we may charge a fee of USD 70. We can't cover costs caused by a package that isn't picked up or by an incorrect address.

How do I contact customer service?

Email customerservice@josenart.com or call +1 (747) 279-9796, Monday–Friday, 9:00 AM–5:00 PM (PT).