Returns & Warranty

JOYA NEKO FURNITURE

Return Policy & Limited Warranty

Effective Date: June 9, 2026

Scope: This policy applies to in-store and joyanekohome.com purchases. Orders placed on Amazon or Etsy follow those platforms’ return policies.

 

RETURN & EXCHANGE POLICY

1. Return Window

  • Furniture and large home goods: eligible for exchange or return within 10 days of pickup or delivery.
  • Returns not caused by a quality issue with the furniture or merchandise are subject to a restocking fee.
  • Home décor, accessories, jewelry, and crystals: within 30 days, unused, with original tags and packaging. For hygiene reasons, pierced earrings are final sale.
  • Original receipt or proof of purchase is required for all returns and exchanges.

2. Condition Requirements

Returned items must be:

  • New, unused, and unassembled;
  • In the original packaging with all parts, hardware, and instructions;
  • Free of writing or markings on the original boxes.

Items that have been used, assembled, installed, soiled, or damaged after acceptance cannot be returned.

3. Refund Method

  • Refunds are processed within 7 business days.
  • Delivery and shipping fees are non-refundable. Return transportation is the customer’s responsibility.

4. Restocking Fee

  • 20% of the purchase price for items returned in intact original packaging
  • 25% if the original packaging is missing or damaged

Joya Neko Furniture · San Jose, CA

5. Final Sale Items (No Return or Exchange)

  • Sofas, sectionals, upholstered beds, and mattresses (hygiene reasons);
  • Floor models, display items, clearance, and “as-is” merchandise;
  • Special orders and custom orders;
  • Original artworks and one-of-a-kind artist pieces;
  • Gift cards.

Manufacturing defects on final-sale items (except “as-is” merchandise) remain covered under the Limited Warranty below.

6. Special Orders

Special orders require a [30%] non-refundable deposit and may be canceled only within 24 hours of placement. Once the order has been submitted to the manufacturer, it cannot be canceled or refunded.

7. Delivery Inspection & Damage Claims

  • Please inspect all merchandise at pickup or delivery, and note any visible damage on the delivery receipt before signing.
  • Concealed damage, defects, or missing parts must be reported within 48 hours of receipt, with clear photos of the item, the packaging, and the shipping label, sent to [info@joyaneko.com].
  • Claims without photos cannot be processed.

8. How to Start a Return

  1. Contact us at 408-396-7584 / WeChat: joyaneko with your receipt and photos.
  2. We will issue a Return Authorization (RA) number.
  3. Returns without an RA number cannot be accepted — no exceptions.

 

LIMITED WARRANTY

Joya Neko Furniture warrants merchandise to the original purchaser, under normal residential use, to be free from manufacturing defects in materials and workmanship for the following periods from the date of pickup or delivery:

Category Warranty Period
Upholstered furniture (sofas, chairs, upholstered beds) — frames, recliner/motion mechanisms, fabric & leather workmanship 1 year
Casegoods (dining, bedroom, cabinets, tables, media, lighting) and other furniture 90 days
Home décor, accessories, jewelry, and crystals 30 days


Remedy

If a manufacturing defect is confirmed, we will — at our option — repair the item, provide replacement parts, or replace the item. If the item or parts are discontinued or unavailable, store credit of equal value will be issued. Warranty service does not include cash refunds.

Customers are responsible for transporting items to our store for warranty service; in-home service or pickup, where available, may incur a service fee.

What Is Not Covered

  • Normal wear and tear, including gradual softening or flattening of foam, cushions, and padding;
  • Fading or discoloration of fabric, leather, or finishes caused by sunlight, chemicals, or cleaning products; fabric pilling, stretching, or shrinkage;
  • Cracking or splitting of wood caused by changes in temperature or humidity;
  • Natural variations in wood grain, stone, marble, and leather — these are inherent material characteristics, not defects;
  • Damage from misuse, abuse, accidents, pets, liquids, heat, or improper cleaning and maintenance;
  • Improper assembly by the customer or third parties, or products modified or repaired without our authorization;
  • Use in commercial, rental, institutional, or any non-residential setting — all merchandise is intended for residential use only;
  • Floor models, clearance, and “as-is” items, which are sold in their existing condition.

This warranty is non-transferable. Proof of purchase is required for all claims.

How to File a Claim

Email us your receipt and clear photos of the issue. As an authorized dealer, we will coordinate with the manufacturer on your behalf and respond within [3] business days.

Joya Neko Furniture · San Jose, CA