Refund policy
RETURNS & REFUND POLICY
Return Policy
Each piece in our collection is handmade with care and may show natural variations in color, texture, or form. These details are part of the piece’s individuality and are not considered defects.
Due to the fragile nature of our products, Joanne Najjar Art encourages a considered purchase. Please take the time to ensure your piece will find a place in your home, forever.
We offer returns and exchanges for full-priced items purchased online, subject to the following conditions:
- The item is returned within 3 days of receiving your order.
- The item is in its original condition, unused, and packed in its original packaging, well protected.
- We do not accept responsibility for damages incurred in return transit.
- Return shipping costs are at the expense of the customer, and Joanne Najjar Art cannot be held liable for return parcels that are lost or damaged during return transit.
- A Return Request is to be authorised by our team. A return may not be authorised if we believe the pieces have been used for staging or loan purposes.
- We do not accept returns of personalised or custom-made orders.
Return or Exchange Request
To request a return or exchange, please email support@joannenajjar.com with the following information:
- Proof of Purchase or Order Number
- Date of Purchase
- Reason for return
- Supporting images of the item and secure packaging.
If requesting an exchange, please include the details of the product that you would like to exchange for.
Due to the fragile nature of our products, each item is individually packaged to ensure safe transport.
Our team will be in touch to approve the return, provide you with a return authorisation number, and return shipping instructions.
The return address will be provided once your request is approved.
Refunds
A full refund will be provided subject to meeting our return policy.
Once we receive your return and it is approved, your refund will be applied via the original payment method minus original and return shipping costs and a re-packaging fee.
Please allow 3–10 business days for the refund to appear on your bank statement.
Exchanges
Exchanges are subject to product availability and will be provided as an online credit note for the value of your original purchase, minus original and return shipping costs and a re-packaging fee.
This credit note will be valid for 6 months.
Custom-made Orders
Custom-made Orders cannot be cancelled prior to receiving your order.
Products purchased as custom-made are not eligible for an exchange or refund.
Damaged Items
If an item arrives damaged, please contact support@joannenajjar.com to submit a damaged goods claim.
This claim must be lodged within 24 hours of receiving the item(s).
Please email us the following information:
- Proof of Purchase or Order Number
- Date of Purchase
- Items damaged
- Supporting images of the damaged box and item.
Please note that all claims are handled on a case-by-case basis, and insufficient evidence may result in your claim being rejected.
Contact
Please direct any questions or concerns regarding our Return Policy to support@joannenajjar.com
CANCELLATION POLICY
Orders may be cancelled within 24 hours of placing your order, provided that production has not yet started.
Once an order has entered production or has been dispatched, it can no longer be cancelled.
Custom-made Orders and personalised items are non-cancellable and non-refundable, as they are made specifically for you.
If you wish to return an order after receiving it, please refer to our Returns & Refund Policy.
