Return Policy
Joug Design Return Policy
At Joug Design, we stand behind the quality of our work and want you to be completely satisfied with your purchase.
100% Satisfaction Guarantee
We offer a 100% satisfaction guarantee for all designs made by Joug Design, including the Frangipani, Seaflower, Seacloud, Urchin and Puawai lamp shades. If you are not entirely happy with your purchase, please contact us within 10 days of receiving your item to discuss a return, exchange, or refund.
Custom-Made Items (Customer-Supplied Material)
Due to the personalized nature of our custom made lamp shades, specific conditions apply to items where you provide the covering material:
Items Affected: This applies to custom fabric and wallpaper lampshades where the material is supplied by the customer.
Remedy Only: These custom items cannot be refunded because they are uniquely made to your specifications using your materials.
Faulty Workmanship: If the lampshade has a fault due to an error on our part (Joug Design), we will fix, remedy, or replace the item at no extra cost to you. We guarantee our workmanship.
How to Initiate a Return or Remedy
To start a return or report an issue with your order, please follow these steps:
Contact Us: Email us at info@joug.co.nz or the form below.
Provide Details: Please include your order number, a description of the item you wish to return, and the reason for the return or the nature of the fault.
Return Shipping: We will provide instructions on how to send the item back to us. If the return is due to a fault in our workmanship, we will cover the return shipping costs.
General Conditions
Condition: Items must be returned in their original condition and packaging (where applicable) unless a fault is present.
Proof of Purchase: A receipt or order number is required for all returns and inquiries.
We are committed to resolving any issues fairly and promptly. Please contact us with any questions about our policy.
