JOS Factory
Legal

Refund & Return Policy

We accept returns for standard, full-priced items under the conditions below. Because most of what we make is custom and handmade, please read this policy before placing an order.

Return window and condition

  • Return requests must be submitted within 14 days of receiving your order.
  • Items must be returned in their original, unused, and saleable condition, including all original packaging.

Non-returnable items (final sale)

Due to the nature of our work, we do not accept returns, exchanges, or cancellations for:

  • Personalized or custom-made items, including any products with engraving, names, or logos.
  • Made-to-order items and bespoke molds.
  • Sale or discounted items.
  • Any item returned due to variation in color, texture, or minor bubbles or spotting on the surface. Because each product is handmade, these qualities are part of the natural process. No two pieces are identical, and each is uniquely made for you.

Return shipping

  • Return shipping costs are the responsibility of the customer.
  • We can help by generating a return shipping label; the cost of that label will be deducted from your refund.
  • Original shipping charges are non-refundable.

Lost, stolen, or damaged packages

  • Once a package is handed to the courier and marked as delivered, JOS Factory is no longer liable for it.
  • We are not responsible for packages that are stolen, missing, or damaged because they were left at an unsafe delivery location or exposed to extreme weather for extended periods. It is the customer's responsibility to provide a safe delivery location.

Damages and defects

  • Please inspect your order immediately upon arrival.
  • If your item arrives damaged in transit, contact us at info@josfactory.com within 48 hours of delivery.
  • Your claim must include your order details and clear photos of both the damaged item and the external shipping packaging.
  • We will review the evidence and prioritize a replacement. Claims submitted outside the 48-hour window, or without photographic proof, cannot be accepted.

How to start a return

To start a return for an eligible item, contact us at info@josfactory.com with your order details and the reason for the return, and we will guide you through the next steps.