Refund policy
Shipping, Return & Cancellation Policy
1. Shipping & Fulfillment Policy Processing Time: Our warehouse will pack and hand your package to the carrier within 1-2 business days from the time the order is placed. Please note that business days do not include weekends or standard public holidays. Delivery Time: Once your package is handed over to the carrier (USPS), the expected delivery time is 7–12 business days. Note: Because our fulfillment center processes orders rapidly to ensure quick delivery, the window to modify or cancel an order is strictly limited.
2. Order Cancellation Policy Orders can only be canceled within 12 hours of placement, provided the order has not already been packed and handed over to the carrier. To request a cancellation, you must submit a request through our official contact form: https://joytone.co/pages/contact Once an order has been fulfilled and tracking has been generated, the order cannot be canceled and must instead be processed as a return under our 90-Day Trial Policy once delivered.
3. The 90-Day Risk-Free Trial We stand by our devices. You have 90 days from the date of official delivery (as marked by the carrier's tracking status) to test the product. If you are not satisfied, you may return it for a refund, subject to the adjustment period below.
4. Mandatory 21-Day Adjustment Period Hearing aids require a standard neuro-auditory adjustment period. It is medically and biologically normal for your brain and ears to require several weeks to adapt to new audio frequencies, amplification levels, and physical device placement. To ensure our customers experience the true benefit of the devices, we enforce a strict 21-day mandatory adjustment period, starting from the exact date of official delivery. We will not issue a Return Merchandise Authorization (RMA) or process any refund requests before this 21-day period has been fully completed. We require all customers to wear the devices consistently and allow their hearing to acclimate to the new audio profile during this window. Once the 21-day adjustment period has passed, you will have the remainder of your 90-Day Risk-Free Trial to request an RMA and initiate a return if you are still unsatisfied.
5. Eligibility for Returns To qualify for a refund, the returned merchandise must meet the following strict criteria: The item must be in its original packaging. It must be accompanied by all original accessories (charging cases, cables, and ear tips). The device must be free from physical damage, moisture damage, or signs of excessive wear.
6. Mandatory Return Merchandise Authorization (RMA) We do not accept "blind" returns. You must contact our support team via our contact form at https://joytone.co/pages/contact to initiate a return. Our team will provide you with a unique Return Merchandise Authorization (RMA) number and the correct return shipping address. Packages returned to us without a pre-approved RMA number, or returned to a return-to-sender address on the shipping label, will not be processed, and no refund will be issued. Note: Customers are responsible for the cost of return shipping. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
7. Dispute & Chargeback Policy By completing your purchase, you agree to adhere to this Store Policy. If you experience an issue with your order, delivery, or device, you agree to contact our support team at https://joytone.co/pages/contact to resolve the issue in good faith. Initiating a bank dispute or chargeback without first contacting us, or initiating a dispute before the completion of the mandatory 21-day adjustment period, violates our terms of service and will be fought using all available evidence, including this agreed-upon policy.
8. Refund Processing Once your authorized return is received and inspected at our facility, we will send an email notification. Approved refunds will be processed back to your original payment method. Please allow 5-7 business days for your bank or credit card issuer to reflect the credit.