1. Company Responsibility
Joy ensures that all frozen products are shipped in perfect condition, strictly adhering to quality and food safety standards. Our responsibility for the integrity of the products extends until delivery at the address provided by the customer.

2. Conditions for Exchange or Refund
Exchanges or refunds will be considered in the following cases, provided they are proven to be caused by the company:

• Damage During Transport: If the product is delivered with evident damage caused by improper transportation.
• Defrosting During Transport: If the product arrives defrosted due to failures in temperature control during transportation.

3. Procedure for Requesting an Exchange or Refund
If the customer identifies any of the above issues, they must follow these steps:

• Immediate Notification: Contact Joy’s Customer Service within 24 hours of receiving the product via email or phone 📞.
• Provide Evidence: Submit photos or videos clearly demonstrating the issue with the product.

4. Analysis and Resolution
After receiving the complaint and evidence, Joy will conduct an analysis to verify the validity of the claim. If the company is found responsible, the customer will be offered the following options:

• Product Exchange: A new identical or similar product will be sent at no additional cost.
• Refund: The amount paid for the product will be refunded using the same payment method as the original purchase.

5. Customer Responsibility After Delivery
Once delivery is completed and receipt is confirmed, the responsibility for proper storage and integrity of the products shifts to the customer. Requests for exchanges or refunds will not be accepted in the following cases:

• Improper Handling or Storage: Issues resulting from incorrect storage, failure in temperature control, or improper handling after delivery.
• Accidental Defrosting: Defrosting caused by factors unrelated to transportation or the company’s responsibility.

6. Products Not Eligible for Return or Exchange
Due to the perishable nature of frozen products, we do not accept returns or exchanges in the following cases:

• Change of Mind: Requests for returns due to regret or preference change after the product has been shipped.