Refund policy

Returns and Exchanges

We want you to be completely delighted with every Josenart product you buy and we hope you adore your new purchases. In accordance with the policies outlined below, you may return or exchange the item(s) if you’re not happy. To start a return, just contact our customer service team and we’ll take it from there. You can also see delivery and Shipping. Know more about Return and Exchanges

60-Day Money-Back Guarantee for Any Reason:

  1. Undamaged products may be returned for a full refund for any reason within 60 days of the delivery date.
  2. Returns must include all accessories.
  3. Items must include original packaging.
  4. If your return is lost in transit, we’ll cover it — contact our customer service team and we’ll make it right.
  5. Once the returned item arrives in Josenart’s warehouse for inspection, the refund process will begin.
  6. Before you return an item to our warehouse, please contact us via any of the following methods to obtain return consent：

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

Orders placed with our regular discount codes JOSENART25, JOSENART27, or JOSENART7 remain eligible for returns within 60 days of delivery, subject to the same return conditions above. Using one of these codes does not make your order final sale.

The Following Items Are Not Eligible for the Josenart Refund Policy:

  1. Gifts and Freebies.
  2. Any items purchased from dealers or re-sellers and not Josenart.com directly.

The Refund Will Be Credited Back Using the Same Method as When Your Initial Order Was Made. Processing Time Typically Takes 3-5 Working Days:

  1. If you haven’t received a refund, check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please inform us: Click Here.

Return Process

  1. Check Return Eligibility: Please review our return policy to ensure your order qualifies for a return.
  2. Submit a Return Request: Within 60 days of receiving your item, email customerservice@josenart.com with your reason for return and clear photos or videos. Items damaged due to improper use are not eligible for a refund.
  3. Refund Amount Review: After evaluating your request, we will inform you of the approved refundable amount.
  4. Repackage the Item: Place the product back in its original packaging to protect it during shipping, and include your order number, name, and reason for return inside the package.
  5. Ship the Item: Our customer service team will confirm the return address and shipping arrangements with you. Once the parcel is on its way, email us the tracking number and the estimated delivery date.
  6. Return Inspection & Processing: After we receive your returned item, we will inspect it and process your refund within 3–5 business days. You will be notified by email.
  7. Refund Issuance: If the item is unused, undamaged, and securely packaged, the refund will be issued to your original method of payment.
  8. Damaged Return Disclaimer: If the returned item is received damaged due to customer responsibility, the refund will not be processed, and the loss will be borne by the customer.

FAQ

I Want to Change or Cancel My Order

If you change your mind shortly after placing your order and want to request for your order to be canceled/changed you can do so by emailing customerservice@josenart.com.

Please include your full name, order number, and email address within your request. Our Customer Service Specialists will check if it is possible to cancel or change your order before it is dispatched and if so, they will confirm your cancellation via email.

Cancellation and order changes due to customer remorse or incorrect purchase must be received within 24 hours after placing the order, we may not be able to change or cancel order processing.

As we work around the clock to dispatch orders as quickly as possible we may not always be able to cancel/change your order once it has been placed. If this is not possible you will need to return it to our warehouse once delivered for a refund.

How Do I Return an Item?

Contact our customer service team at customerservice@josenart.com or +1 (747) 279-9796 (Monday–Friday, 9:00 AM–5:00 PM PT) and we’ll arrange the return with you and confirm where to send it.

How Long Will My Return Take to Process?

After we receive and inspect your return, we normally process your refund or exchange within 3–5 business days. Your bank or payment provider may take additional time to post the refund.

In SALE periods, due to the increase in volume, this process can take up to 7 working days.

If you have checked your tracking number and your return has arrived back to us and it has surpassed the 7 working days, please drop us an email at customerservice@josenart.com.

I’ve Received a Wrong Item

In the unlikely event, you receive your parcel and there’s a wrong item please get in contact with our support team at customerservice@josenart.com and they will be able to assist you with this.

Refund Due to Items Not Received

If your package has not arrived within the delivery window stated in our Shipping Policy (production and preparation: 3–10 business days; standard sea shipping: approximately 3–5 weeks after dispatch, including local delivery; estimated total delivery: approximately 4–7 weeks), please contact us — you can apply for a refund.

Note that we do not replace or refund items that have shipped to a faulty address, provided by the customer itself.

What Happens if I Don’t Pick up My Package Within 14 Days or Enter a Faulty Address?

If you do not pick up your package within 14 days, then we have the right to charge you a fee of USD 70 for not picking up the package. We do not bear any costs if the package doesn’t get picked up by the customer or if case of faulty address.

Warranty

All Josenart products have a limited one-year warranty against manufacturing defects. Should you have any problem within this time frame, send us an email at customerservice@josenart.com. We’ll make sure to evaluate the issue and send you a replacement part or a new fixture, if necessary. Failure to report a problem within 2 months from the date the package is delivered, in no refund shall be made. Therefore, it is advisable to check and test the package upon delivery. Only spare parts or new fixtures will be given afterward.

Note: Replacement claims are subject to Josenart’s warranty guidelines and policies.