Returns & Refunds

If your order arrives faulty, damaged, wrong or with something missing, we send you a new, complete item free of charge. Two conditions apply to every claim: e-mail us within 7 days of delivery, and send an uncut, unedited unboxing video.

Last updated October 11, 2026 4 minute read Questions? support@jouelanity.com

At a glance

7 days Claim windowCounted from the day your order is delivered
Video Unboxing video requiredOne continuous take – no cuts or edits
Free reship What we doA new, complete item at no cost to you
Not accepted Change-of-mind returnsCheck size and capacity before ordering

The unboxing video

The video is a condition of every claim. It shows us exactly what arrived, so we can approve a reship without back-and-forth.

Your video must

Start before the parcel is opened, with the sealed parcel and its shipping label in view
Be one continuous take – no cuts, pauses, edits or filters
Show every item that came out of the parcel
Clearly show the fault, the damage or what is missing

We cannot accept

A video that has been cut, joined or edited
A video that starts with the parcel already open
Photographs alone, without a video
A claim sent more than 7 days after delivery

Keep everything

Keep the item and all packaging until we have replied. If the video file is too large to attach, send a link instead – Google Drive, Dropbox or an unlisted YouTube video are all fine.

How to make a claim

Please do not post anything back unless we ask you to. If we need the item returned, we e-mail you a prepaid return label – you never pay to send back a faulty, damaged or wrong item.

1

E-mail us
Within 7 days of delivery
Write to support@jouelanity.com with your order number, what is wrong, and the unboxing video (attached or as a link).
2

We review it
We reply within 1 business day
We watch the video and confirm the claim, or ask for anything that is unclear.
3

We reship
Free of charge
A new, complete item – or the missing part – is prepared and sent to you at our cost, with a new tracking number.
4

If we cannot reship
Refund within 5 business days
If a replacement is no longer available, we refund that item to your original payment method within 5 business days.

What is covered

We reship free when

The item arrived faulty or defective
It was damaged in transit
We sent the wrong item, size or color
An item or a part is missing from the parcel

Not covered

Change of mind, or an item that is no longer needed
Ordering the wrong size or model
Claims made more than 7 days after delivery
Claims without an uncut unboxing video
Damage from use above the stated weight capacity, misuse or incorrect assembly

Safety first

Stop using any item that is damaged, unstable, cracked or loose, and do not try to repair load-bearing parts yourself. E-mail us and we will help.

What happens in each case

Situation	What happens	Cost to you
Faulty or damaged, reported within 7 days with video	We reship a new, complete item	Nothing
Item or part missing, reported within 7 days with video	We send the missing item or part	Nothing
Wrong item, size or color sent by us	We reship the correct item	Nothing
Changed your mind / no longer needed	Not accepted	—
Ordered the wrong size or model	Not accepted – please check the size guide first	—
Reported after 7 days, or without a video	We cannot accept the claim	—

If we ask for an item back, the prepaid return label is on us.

Refunds and cancellations

When we refund

If a replacement or missing part is no longer available, we refund that item to the card or wallet used at checkout within 5 business days. Your bank may take 5–10 business days to show it.

Cancelling an order

You can cancel free of charge until your order ships – e-mail support@jouelanity.com as soon as possible. Once it has shipped, it can no longer be cancelled.

Where refunds go

Refunds go back to the card or account used at checkout. We cannot refund to a different card, by check or in cash.

Questions

Claims and returns questions

Can I return an item if I change my mind?

No. We do not accept change-of-mind returns, so please check the weight capacity, size and details before ordering – or e-mail us and we will check them for you.

Why do you need an unboxing video?

It shows exactly what arrived and in what condition, so we can approve your reship quickly without back-and-forth. It must be one continuous take, starting with the sealed parcel.

What if I notice a problem after 7 days?

We can only accept claims made within 7 days of delivery. Please open and check your order as soon as it arrives.

Do I have to send the faulty item back?

Usually not. If we do need it, we e-mail you a prepaid return label. Please do not send anything back unless we ask you to.

Where do I send a return?

Only where we tell you, with the prepaid label we e-mail you. Our business office does not accept parcels.

Full policy textThe complete wording of this policy, for reference or printing

Summary: if your order arrives faulty, damaged, wrong or with something missing, we send you a new, complete item free of charge. Every claim must be made by e-mail within 7 days of delivery and include an uncut, unedited unboxing video. We do not accept change-of-mind returns.

1. Claim window

You may make a claim within 7 days of the date your order was delivered, as shown by the carrier's tracking. Claims made after 7 days cannot be accepted.

2. Unboxing video (required)

An unboxing video is a condition of every claim. Your video must:

start before the parcel is opened, with the sealed parcel and its shipping label in view;
be one continuous take, with no cuts, pauses, edits or filters;
show every item that came out of the parcel; and
clearly show the fault, the damage or what is missing.

We cannot accept a video that has been cut, joined or edited, a video that starts with the parcel already open, or photographs alone. If the file is too large to attach, send a link instead (for example Google Drive, Dropbox or an unlisted YouTube video).

3. How to make a claim

E-mail support@jouelanity.com within 7 days of delivery with your order number, a description of the problem and the unboxing video.
We review the video and reply within 1 business day.
Once the claim is confirmed, we reship a new, complete item – or the missing part – at our cost, with a new tracking number.

Please do not send anything back unless we ask you to. If we need the item returned, we e-mail you a prepaid return label; you never pay to send back a faulty, damaged or wrong item. Our business office cannot receive parcels.

4. What is covered

An item that arrives faulty or defective.
An item damaged in transit.
The wrong item, size or color sent by us.
An item or a part missing from the parcel.

5. What is not covered

Change of mind, or an item that is no longer needed.
Ordering the wrong size or model.
Claims made more than 7 days after delivery.
Claims without an uncut unboxing video.
Damage caused by use above the stated weight capacity, misuse, incorrect assembly, or normal wear and tear.

6. Refunds

If a replacement or missing part is no longer available, we refund that item to the original payment method used at checkout within 5 business days of approving your claim. Your bank or card issuer usually takes 5–10 business days to show it. We cannot refund to a different card, by check or in cash.

7. Cancellations

You can cancel an order free of charge until it ships – e-mail support@jouelanity.com as soon as possible. Once an order has shipped it can no longer be cancelled.

8. Contact

E-mail support@jouelanity.com. We reply within 1 business day, Monday to Friday, 9:00 AM to 5:00 PM Mountain Time.

Last updated October 11, 2026 · Jouelanity · support@jouelanity.com

Something wrong with your order?

E-mail support@jouelanity.com within 7 days of delivery with your order number and an uncut unboxing video. We reply within 1 business day.

E-mailsupport@jouelanity.com
HoursMon–Fri, 9 AM–5 PM MT

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