Return & Refund Policy

At House of Joy, we take great care in preparing and fulfilling every order. Because our products include food and other items that may not be suitable for resale once they leave our control, all food product sales are final unless otherwise stated below.

Food Products — Final Sale

For food safety, quality, and hygiene reasons, we do not accept returns or exchanges of food products.

We generally do not provide refunds, returns, or exchanges for:

  • Change of mind or personal preference

  • Taste or flavor preferences

  • Products ordered by mistake

  • Incorrect quantities or products selected by the customer

  • Unwanted items

  • Failure to use or consume a product before its Best By or expiration date

  • Improper handling or storage after delivery

  • Incorrect or incomplete shipping information provided by the customer

  • Packages refused or not retrieved by the customer

  • Other circumstances outside House of Joy's reasonable control

Nothing in this policy limits any rights or remedies available to you under applicable law.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, contains the wrong product, or is missing an item, please contact us as soon as reasonably possible after delivery.

To help us review your claim, please provide:

  • Your order number

  • The email address associated with your order

  • A description of the issue

  • A photo of the shipping box and shipping label, if applicable

  • Clear photos of the affected product and packaging

  • A photo showing the product's lot code and/or Best By or expiration date, if applicable

Please keep the affected product and its original packaging until we have completed our review, unless keeping the product would be unsafe or we instruct you otherwise. Do not send food products back to us unless specifically requested.

If we determine that an order was damaged, defective, incorrect, incomplete, or otherwise eligible for a remedy, House of Joy may, as appropriate, provide a replacement, refund, store credit, or another reasonable resolution. Where applicable law requires a particular remedy, we will provide that remedy.

Quality or Food Safety Concerns

Your safety is important to us. If a product appears damaged, compromised, contaminated, tampered with, or otherwise unsafe to consume, please do not consume it.

Contact us promptly with your order information, photos, lot or batch information, and a description of the concern so that we can investigate.

We may request additional information reasonably necessary to evaluate a product-quality or food-safety concern.

Order Changes & Cancellations

Please review your order carefully before submitting it.

If you need to change or cancel an order, contact us as soon as possible. We will make reasonable efforts to accommodate your request, but changes and cancellations are not guaranteed once an order has entered processing or fulfillment.

Once an order has shipped, it generally cannot be changed or canceled.

If House of Joy cancels an order before shipment, you will receive a refund of the amount paid for the canceled items and any applicable shipping charges associated with those items.

If we are unable to ship your order within the timeframe promised at the time of purchase, we will handle the delay, cancellation options, and any required refund in accordance with applicable law.

Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate shipping information at checkout, including the recipient's name, street address, apartment or suite number, city, state, ZIP code, and any other information reasonably necessary for delivery.

If you notice an error after placing an order, please contact us immediately. We will try to correct the information before fulfillment, but we cannot guarantee that changes can be made once processing has begun.

To the extent permitted by law, House of Joy is not responsible for delivery delays, failed deliveries, returned packages, or losses resulting from incorrect or incomplete information provided by the customer.

If an order must be reshipped because of incorrect or incomplete customer-provided information, additional product and shipping charges may apply.

Lost or Undelivered Packages

If tracking indicates that your package is delayed or may have been lost in transit, please contact us so we can review the shipment and, where appropriate, open an inquiry with the carrier.

If we determine that an order was lost before confirmed delivery, we will provide an appropriate resolution, which may include a replacement or refund, subject to applicable law and the circumstances of the shipment.

If tracking shows that a package was delivered but you cannot locate it, please first check the delivery area and, where applicable, with household members, neighbors, building management, front desk personnel, or the carrier. Then contact us so we can review the available delivery information.

To the extent permitted by law, House of Joy is generally not responsible for theft, loss, or damage occurring after a package has been successfully delivered to the shipping address provided with the order. We will nevertheless make reasonable efforts to assist with available carrier information.

Refused and Undeliverable Packages

Packages may be returned to us because of an incorrect or incomplete address, refusal by the recipient, repeated unsuccessful delivery attempts, or failure to retrieve a package.

Because food products may not be suitable for resale after leaving our control, returned or refused food products generally will not be restocked, resold, or eligible for a refund or exchange, except where required by law or where the delivery failure resulted from an error by House of Joy.

If reshipment is available, the customer may be responsible for additional product and shipping charges.

Shipping Charges

Original shipping charges are generally nonrefundable after an order has been shipped, except when the refund is required by law or the refund results from an error by House of Joy.

If House of Joy cancels an order before shipment, or if we are otherwise required to issue a full refund for an unshipped order, applicable shipping charges will also be refunded as required.

Promotional, Gift, and Discounted Orders

Products purchased with a promotional code, discount, or special offer remain subject to this Refund & Return Policy unless the terms of the promotion expressly state otherwise.

Complimentary, promotional, gifted, PR, or sample products are not eligible for cash refunds.

If a refund is approved for an item purchased as part of a promotion or bundle, the refund amount may reflect the actual amount paid for the affected item, subject to applicable law.

Non-Food Merchandise

If House of Joy sells non-food merchandise, gift items, accessories, or other products that are eligible for a different return policy, the applicable return terms will be stated on the product page or at the time of purchase.

If no separate return terms are stated, please contact us before attempting to return any non-food merchandise.

Refund Processing

If a refund is approved, it will generally be issued to the original payment method, unless otherwise permitted by law and agreed upon.

The time required for the refund to appear in your account may vary depending on your bank, credit card issuer, or payment provider.

Abuse of This Policy

House of Joy reserves the right, to the extent permitted by law, to deny claims that we reasonably determine to be fraudulent, abusive, misleading, or unsupported by the information available to us.

We may request reasonable documentation necessary to investigate a claim before providing a discretionary refund, replacement, or credit.

Our Rights and Your Legal Rights

House of Joy reserves the right to evaluate refund, replacement, and order-related requests on a case-by-case basis consistent with this policy.

Nothing in this Refund & Return Policy is intended to exclude, restrict, or waive any consumer right, warranty, remedy, or other protection that cannot lawfully be excluded or waived under applicable federal, state, or local law.

Policy Updates

We may update this Refund & Return Policy from time to time. Any changes will become effective when the revised policy is posted on our website, unless otherwise required by law.

The policy applicable to your purchase will generally be the policy in effect when your order was placed, subject to applicable law.

Contact Us

If you have questions about an order or this policy, please contact:

House of Joy
Email:hello@houseofjoyfood.com
Website: houseofjoyfood.com

Please include your order number whenever contacting us about an existing order.