Returns & Refunds Policy

Core Policy Summary

• 30-day return window — request a return within 30 days of receiving your order. The clock starts from the date of carrier delivery confirmation.
• Return shipping — for change-of-mind or wrong-size returns, you arrange and pay return shipping. If your item arrived defective, damaged, or incorrect, we take care of it at no charge.
• Refunds — issued to your original payment method within 5–10 business days after we receive and inspect your return. Original outbound shipping fees are non-refundable.
• Some items can't be returned — installed products, custom or special-order items, clearance / final-sale items, and items returned without prior authorization. See details below.

Return Window

To request a return, please reach out to us within 30 days of delivery (as confirmed by the carrier's delivery record). Requests made after this window cannot be accepted.

• Start date: the date of carrier delivery confirmation or signed receipt.
• Please wait to receive a return shipping label from us before sending anything back.

Return Eligibility

Items Eligible for Return

To be accepted for a return, items must meet all of the following conditions:

• Unused and in new, sellable condition — no signs of use, wear, or modification.
• Original packaging intact — all boxes, inserts, accessories, hardware, and documentation included.
• No signs of installation — no scratches, plumber's putty, tool marks, or modifications.
• Proof of purchase included — order number or receipt required.
• Please obtain a return shipping label from us before shipping the item back.

Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

• Items that have been installed or show any signs of installation.
• Custom, special-order, and made-to-measure items are not eligible for return unless they arrive defective, damaged, or incorrect.
• Items altered, mishandled, or damaged due to customer error.
• Clearance or final-sale items marked as non-returnable at time of purchase.

Return Shipping Responsibility

How to Start a Return

Follow these steps in order. Do not ship items back before completing Step 2.

1. Contact us at support@grandjoyhome.com within 30 days of delivery. Include your order number, the reason for the return, and photos or a video of the item.
2. Get your return label. Our team will confirm eligibility and email you a prepaid return shipping label and the correct return address. Please don't ship anything back before you receive this.
3. Pack the item securely in its original packaging with all parts and accessories.
4. Inspection & refund. Once we receive and inspect the item, we'll email you to confirm approval and process your refund.

Refund Method & Timeline

After we receive and inspect your return, we'll notify you by email whether it's approved or rejected. If approved, your refund is issued to your original payment method within 5–10 business days. The exact time it appears depends on your bank or payment provider.

Late or Missing Refunds

If you haven't received your refund yet:

1. Check your bank account again.
2. Contact your credit card company — it may take some time before the refund is posted.
3. Contact your bank, as there is often some processing time before a refund appears.
4. If you've done all of this and still haven't received your refund, email us at support@grandjoyhome.com.

Damaged, Defective, or Wrong Items

Please inspect your order as soon as it arrives. Some wear on the outer carton is normal, but if the item inside is damaged, the wrong item arrived, or parts are missing:

1. Contact us within 14 days of delivery at support@grandjoyhome.com.
2. Keep all packaging and the item — don't discard anything until we've given you instructions.
3. Send photos or a video of the damage or the issue so we can resolve it quickly.
4. For freight deliveries, note any damage on the delivery receipt / bill of lading before signing; if the damage is severe, refuse the delivery and mark it "Refused Due to Damage."

Still Need Help?

Our customer support team is ready to assist with any return or refund questions.

You can also use our Submit a Question form and we'll get back to you by email.