Refund policy
Last Updated: October 24, 2026
At Maternelle Joy, we want you to love what you buy. If something isn't right, our returns process is simple and stress free.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing info@maternellejoy.com with your order number. After 24 hours we can't guarantee cancellation, as your order may already be processing. Once an order has shipped it can't be cancelled, but you can return it after delivery under this policy.
30 Day Easy Returns
You have 30 days from the day your order arrives to return it. To be eligible, items must be:
- Unused and in their original condition
- Returned with the original packaging, tags and accessories
Restocking fee: None. We never charge restocking fees.
Return Shipping Costs
- Damaged, defective or incorrect items: free to return. We cover the return shipping.
- Change of mind (wrong item ordered, doesn't suit, no longer wanted): you cover the return shipping cost.
- Original shipping costs are non-refundable.
How to Return an Item
- Contact us. Email info@maternellejoy.com with your order number and the reason for your return.
- Pack your item. Repack it securely in its original packaging with all accessories, tags and documents.
- Send it back. Ship it using the instructions in your return approval email.
Returns sent without approval may be declined.
Refunds
Once your return arrives, we inspect it to make sure it meets the conditions above. After approval, your refund is processed to your original payment method within 7 business days. Your bank or payment provider may need a little extra time to show it.
Exchanges
We're happy to exchange for a different size, colour or product, subject to stock. Email info@maternellejoy.com and we'll arrange it.
Order Not Delivered
If your order hasn't arrived within the expected delivery window, email us with your order number and we'll investigate with the carrier. If the package is confirmed lost, we'll send a replacement or issue a full refund at no extra cost to you.
Non-Returnable Items
For hygiene and safety reasons, some items can't be returned. These are clearly marked as non-returnable on their product pages.
Changes to This Policy
We may update this Refund Policy from time to time. Any changes will appear on this page with a new Last Updated date. Continuing to use our website after changes are posted means you accept the updated policy.
Questions?
Visit our FAQ page or contact our customer care team.
Contact Information
Store Name: Maternelle Joy
Address: Navua, Fiji
Email: info@maternellejoy.com
Phone: +679 7600480
Customer Service Hours: Monday to Friday: 9:00 AM to 5:00 PM (FJT) We do our best to reply to your email within 1 to 2 business days.
Last updated: October 24, 2026