Refund & Return Policy

Effective Date: August 1, 2025

Last Updated: August 1, 2025

Introduction

Thank you for supporting JoqniX and being a part of our constellation! We value every supporter and strive to ensure your experience with our merchandise, digital products, and services is smooth, fair, and enjoyable.

This Refund & Return Policy exists to ensure mutual clarity and a fair experience for all parties. While we aim for smooth deliveries and satisfaction, we understand that issues may occasionally occur. This page outlines how we handle returns, replacements, cancellations, and refunds across our offerings.

1. General Policy Scope

This policy governs all purchases made through the official JoqniX platforms, including but not limited to:

  • The JoqniX official merchandise store (hosted on shop.joqnix.space)
  • Third-party storefronts officially operated or endorsed by JoqniX (e.g., collabs)
  • Digital products and services (such as wallpapers, digital art, music files, commissions, or membership-exclusive content)
  • Special support initiatives (e.g., donations, Ko-fi perks, or limited community projects)

It applies regardless of country of origin, payment method, or device used to make the purchase.

This policy does not apply to purchases made through unauthorized third-party resellers, fan-made marketplaces, or unverified giveaways.

2. Physical Merchandise Policy

2.1 What Items Are Covered?

Items eligible under this policy include but are not limited to:

  • Apparel (t-shirts, hoodies, hats, etc.)
  • Accessories (keychains, pins, stickers)
  • Art prints, zines, postcards, or stationery
  • Limited edition boxed sets or bundles
  • Collectibles or branded merchandise

All such items are subject to production availability, regional shipping capabilities, and inventory limitations.

2.2 Issues Eligible for Refund, Replacement, or Credit

You may be eligible for a full refund, exchange, or store credit if:

  • You received an incorrect item (wrong size, design, variant)
  • Your item arrived visibly damaged (ripped, scratched, misprinted, defective)
  • Your order was lost in transit, and the courier has confirmed this
  • There are manufacturing flaws or quality defects that compromise usability or display

If approved, we will cover shipping for replacements or provide a full or partial refund depending on the severity of the issue.

2.3 Issues Not Covered

We do not offer refunds or returns for:

  • Wrong item ordered due to customer error (e.g., selecting the wrong size)
  • General dissatisfaction unrelated to item quality
  • Delays in international delivery (unless officially declared lost)
  • Slight color differences due to monitor/display variations
  • Wear and tear from use or laundering
  • Orders returned due to failure to pay customs/import taxes

Important: We strongly encourage you to double-check size guides, address fields, and order summaries before finalizing your purchase. Refunds cannot be processed due to buyer oversight.

3. Digital Goods & Services

Digital offerings fall under different criteria due to their intangible and often instantly accessible nature. These include:

  • Downloadable wallpapers, music files, or bonus content
  • Stream-exclusive membership rewards or digital perks
  • Commissioned works (e.g., voice clips, illustrations, music)

3.1 Refunds for Digital Goods

We do not offer refunds on digital goods once:

  • The content has been delivered or accessed
  • The download link or digital asset has been opened
  • Work has started on a commission
  • The service has been completed or activated

Refund exceptions for digital products will only be considered in the case of duplicate purchases or proven technical failure on our part.

4. Refund & Return Eligibility Window

To qualify for a refund, replacement, or return:

  • You must contact us within 7 days of confirmed delivery (based on tracking data)
  • You must retain the original packaging and item(s)
  • You may be required to submit clear photographs or video evidence
  • You must include your order number and registered email

We may reject a refund request if these terms are not met or if the product has already been used, worn, washed, or altered in any way.

5. Returns & Exchange Process

If you believe you are eligible under the above criteria:

Step 1: Reach Out

Contact our support team via hello@joqnix.space with:

  • Subject line: Refund/Return Request – Order #[Your Order Number]
  • Detailed explanation of the issue
  • Clear images/video proof of the defect or error
  • Your preferred outcome (refund, replacement, or store credit)

Step 2: Review & Authorization

Once received, we will:

  • Acknowledge your request within 3–5 business days
  • Assess the validity of your claim
  • Approve or reject the request
  • Provide a return shipping address (if required)

Note: Unauthorized returns will not be accepted.

Step 3: Shipping the Return

  • If returning, you must send back the item within 7 days of approval
  • All items must be returned in original condition and packaging
  • You are responsible for the cost of return shipping unless the issue was due to our fault

Note: Unauthorized returns will not be accepted.

Step 4: Resolution

Once the returned item is received and inspected, we will:

  • Process your refund within 7–10 business days
  • Or dispatch your replacement (if in stock)
  • Or issue store credit as agreed

6. Refund Method & Timing

Approved refunds will be issued via the original payment method, such as:

  • Credit/Debit Card
  • UPI
  • Razorpay or other supported Indian gateways
  • PayPal
  • Stripe ( if enabled )
  • Other methods (where explicitly listed during checkout)

Approved refunds will be issued via the original payment method, such as:

Method

Domestic (IN)

International

UPI / Razorpay

2–4 days

N/A

Card Payments

3–7 days

5–10 days

PayPal

5–10 days

5–14 days

Delays may occur due to bank holidays, payment provider schedules, or verification procedures. If your refund has not arrived after the expected time, contact your payment provider first before reaching out to us again.

7. Cancellation Policy

You may cancel your order under the following conditions:

  • It is a physical item and production/shipping has not yet begun
  • You submit your request within 12 hours of purchase

Once production is underway or shipping has been initiated, we are unable to cancel or refund the order.

For digital goods or commissions, cancellations are not allowed once access is granted or work begins.

8. Exchange Policy

We offer exchanges for physical products under limited circumstances, such as:

  • Wrong item sent
  • Defective product
  • Sizing issue caused by our labeling error

Exchanges are not guaranteed for:

  • Buyer-selected wrong size
  • Preference changes
  • Items out of stock

9. Preorders & Made-to-Order Items

Preorders and custom-order items have special conditions:

  • Estimated timelines will be listed on the product page
  • Production delays may occur due to external factors; these are not grounds for automatic refunds
  • Refunds or cancellations for preorder items are only allowed before production begins

Once production is in motion, your order is locked in.

10. Shipping Issues & Lost Parcels

We are not responsible for the following:

  • Parcels returned due to incorrect shipping address entered at checkout
  • Unclaimed parcels held by postal services or customs
  • Delays caused by customs clearance, weather, or global logistics disruptions

If a parcel is officially declared lost by the courier, we will offer a refund or replacement. Please allow time for investigation and verification (up to 30 days depending on region).

11. Customs, Duties & Import Taxes

International buyers are responsible for:

  • Import duties
  • VAT/GST
  • Customs processing fees

These charges are not included in your purchase price and are determined by your country’s regulations. We cannot undervalue parcels or mark them as “gifts.”

12. Fraudulent Activity & Chargebacks

We take payment fraud seriously. The following may result in permanent bans from future purchases:

  • Filing a chargeback without contacting us
  • Repeated false claims
  • Use of stolen payment information

Please reach out to us first — we are always happy to resolve genuine issues.

13. Contact & Support

Still have questions? We’re here to help.

  • 📧 Email: hello@joqnix.space or Our Contact Form - https://joqnix.space/contact
  • 🕐 Support Hours: Monday to Friday, 11:00 AM – 6:00 PM IST (excluding holidays)
  • 📍 Our response time is usually 2–4 business days. Delays may occur during launches or holidays.

14. Policy Updates

We may update this Refund Policy from time to time to reflect changes in laws, platforms, or operations. When we do, we will update the “Last Updated” date at the top of this page. We encourage you to review this policy periodically.

15. Contact

For any inquiries, support requests, or concerns related to these Terms of Service, please reach out to us via our official contact methods:

Email: hello@joqnix.space or Our Contact Form - https://joqnix.space/contact

We do not publicly list a physical business address or phone number in order to protect the privacy and safety of the individuals operating this site. However, all required business information has been appropriately submitted to and verified by our payment processing partners and service platforms in accordance with their policies.

If you are a platform, partner, or legal authority needing to reach us through verified channels, please contact us via email to initiate appropriate communication.

Final Notes & Appreciation

We understand that issues with orders—no matter how small—can feel frustrating. Please know that we take every concern seriously and strive to handle them with care, fairness, and a touch of the stardust that defines the JoqniX experience.

Our goal has always been to create more than just merchandise or digital content—we aim to build a shared universe where trust, joy, and creative energy thrive. Your continued support helps us grow and glow.

If you have any doubts, need clarification, or simply wish to check in about your order status, don’t hesitate to reach out. We’re always here to guide you through the galaxy of our services.

Once again, thank you for choosing to be part of this journey. 🌟

With appreciation,
Team JoqniX