Refund Policy

At KURO, we strive to ensure every customer is satisfied with their purchase of children’s toys. If you are not completely happy with your order, we offer a fair and straightforward refund policy to address your concerns. This policy applies to all purchases made through our physical store (5 Rue Maurice Pasquier, 49100 Angers, France) and our online platform (joyvhq.com).

1. Eligibility for Refunds

To qualify for a refund, the following conditions must be met:
  • Timeframe: Requests must be submitted within 30 calendar days of the delivery date (for online orders) or the purchase date (for in – store orders). Beyond this period, we may not be able to process a refund, but we can explore alternative solutions (e.g., store credit).
  • Product Condition: The toy must be in its original, unused condition, with all original packaging, tags, and accessories intact. We cannot accept refunds for toys that have been played with, damaged (other than during shipping), or had their packaging altered.
  • Proof of Purchase: You must provide a valid proof of purchase, such as a receipt (for in – store orders), order confirmation email, or order number (for online orders).

2. Refund Scenarios & Processes

2.1 Defective or Damaged Toys

If you receive a toy that is defective (e.g., broken parts, malfunctioning mechanisms) or damaged during shipping:
  1. Notify Us Promptly: Contact our customer service team within 7 days of receiving the order via email at service@joyvhq.com. Include your order number, photos/videos of the defective/damaged toy and its packaging, and a detailed description of the issue.
  1. Assessment: Our team will review your claim and may request additional information if needed. We aim to respond within 48 business hours.
  1. Refund or Replacement: Once approved, you can choose between a full refund (including any shipping fees paid) or a free replacement. If you opt for a refund, we will process it using your original payment method within 5 – 7 business days. For replacements, we will arrange for the new toy to be shipped at no extra cost.

2.2 Wrong Item Delivered

If you receive an item that is not what you ordered (e.g., incorrect toy model, wrong color):
  1. Contact Us Immediately: Reach out to service@joyvhq.com within 5 days of delivery, providing your order number, photos of the received item, and a copy of the order confirmation (to verify the correct item).
  1. Return & Refund/Replacement: We will provide a prepaid return label for you to send back the wrong item. Once we receive and inspect the returned item, we will either process a full refund (including shipping fees) or ship the correct item to you at no additional charge. Refunds will be issued within 5 – 7 business days of receiving the returned item.

2.3 Change of Mind

If you simply change your mind about a purchase (and the toy meets the eligibility criteria in Section 1):
  1. Initiate the Request: Contact service@joyvhq.com to inform us of your intent to return. For online orders, you will be responsible for the return shipping costs (unless the return is due to our error). For in – store orders, you can return the item in person with your receipt.
  1. Return the Item: Package the toy securely and send it back to our Angers store address (5 Rue Maurice Pasquier, 49100 Angers, France) or drop it off in person. Please include a note with your order number and reason for return.
  1. Process the Refund: After inspecting the returned item to ensure it meets our condition requirements, we will process your refund. Refunds for change – of – mind returns will exclude any original shipping fees (for online orders) and will be issued within 5 – 7 business days of receiving the item.

3. Non – Refundable Items

The following items are not eligible for refunds:
  • Custom or personalized toys (e.g., toys with engraved names or custom designs), unless they are defective.
  • Clearance or final – sale toys (marked as “Non – Refundable” on the product page or receipt).
  • Toys that have been used, cleaned, or had their packaging removed (beyond opening to inspect the item).

4. Refund Method & Timing

  • Refund Method: Refunds will be issued using the same payment method you used for the original purchase. For example, if you paid with a credit card, the refund will be credited back to that card; if you used PayPal, the funds will be returned to your PayPal account.
  • Timing: While we process refunds within 5 – 7 business days of approving your request or receiving the returned item, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider (typically 1 – 3 additional business days).

5. Questions or Assistance

If you have any questions about our refund policy or need help with a refund request, please contact our customer service team at service@joyvhq.com. We are here to assist you and resolve any issues as quickly as possible.
This Refund Policy is subject to change without prior notice. The latest version will always be posted on our website (joyvhq.com) for your reference.