Refund policy

Effective Date: 3 September 2026

At Joseph Kelly New York, we want every customer to shop with confidence. If your purchase is not quite right, we are here to help. This Return and Refund Policy explains how you can return an item, receive a refund, or request an exchange.

1. 30-Day Return Window

We offer a 30-day return period from the date of delivery. To be eligible:

Item must be unused and in original condition
Original packaging, tags, and accessories must be included
Proof of purchase (order number or receipt) is required

Items showing signs of use, damage, or misuse after delivery may not qualify for a refund unless they are faulty. Personalized products are not eligible for return, unless they are faulty or incorrect.

2. How to Start a Return

To request a return or exchange, contact us by email: support@josephkellynewyork.com. Include your order number and the reason for your return or exchange. Our customer service team will provide:

Return instructions
The correct return address
A prepaid return label (if applicable)

Do not send items back without contacting us first. This helps us process your return quickly and correctly.

3. Return Shipping Costs

Faulty, damaged, or incorrect items: return shipping is free
Change of mind: the customer is responsible for return shipping costs

4. Refunds

Once your return is received and inspected:

We will email you to confirm approval or rejection
Approved refunds are processed within 5–10 business days to your original payment method
Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear

If your return is rejected, we will contact you to discuss the available options.

5. Exchanges

If you wish to exchange an item:

Contact our support team first
We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order

This ensures accurate stock management and faster processing.

6. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, or incorrect:

Please contact us as soon as reasonably possible
Include photos of the issue, your order number, and a brief description

We will offer either a replacement or a full refund, depending on your preference and stock availability.

7. Order Cancellations

You may cancel your order before it has been dispatched. Once shipped, cancellations are no longer possible. You may still return the item under this policy.