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POLICY & PROCEDURES

In order to ensure the best possible service, we would like for you to take a few minutes to familiarise yourself with our company policies and procedures. We would also like for you to provide us with any information you feel could help us with services.

Before the Delivery (Arrangements)

All orders must be paid in full prior to scheduling a delivery. Your delivery date is scheduled during the purchase. Specific days have been designated for selected areas: your furniture will be delivered on these specific days only. We cannot take appointments or requests. Time frame is based on the location of the home.

A JOY representative will be calling you a few days before your scheduled delivery to confirm your address, time, driver details, back up contact information (just in case) and your purchased items.

Please provide the most accurate contact information available to ensure that our delivery team can communicate with you 2 days before as well as the day of delivery.

We realise your time is extremely valuable. We take great pride in the fact our delivery teams arrive at their destinations 99.8% of the time within the 1 hour delivery window. Though we have informed you on the targeted timeframe for the delivery, we cannot assure you an exact time due to traffic and unexpected hiccup.

We require a 48-hour notice for any changes to your sales order prior to delivery.

If you missed your agreed upon 1-hour-delivery window, we will only wait for 20 minutes and rush for another delivery. It will be necessary to reschedule for a new delivery date. You will forfeit your original delivery fee as well as pay an additional delivery fee for the rescheduled date.

Delivery fees will be charged each time a truck delivers or picks up items and it’s not refundable.
Delivery includes preparation, assembly and set-up of merchandise to ONE address.
JOY offers delivery within our delivery area. We deliver to specific towns on designated days of the week.

Please notify us of any special requirements in order to complete your delivery. This includes, but is not limited to, small trucks to navigate narrow roads and driveways, drivers & delivery person ID details restricted delivery time frames due to local ordinances, service elevator reservations and house management requirements.

Customers are allowed to hold their furniture/items with Joy for up to 3 months.

A surcharge of RM100 will be imposed to customer for every days/month after the due date of failure to arrange a delivery for your hold items.


During the Delivery

We will contact customer 30 minutes prior to our truck’s arrival to meet us at the delivery address.

Upon the delivery, you can expect our professional delivery team to position your items and remove all packing materials from your home.

Prior to our arrival, please remove old furniture and clear pathways to ensure unobstructed access for our delivery team. Please be prepared by removing any protruding wall hangings, accent pieces or old furniture that may pose difficulties. Our DELIVERY TEAM will decide whether the pathway/stairways are safe to proceed or not, even though our sales person said it will. We will not move any existing furniture or electronics.

To protect wood, tile, carpet, or linoleum floors, please lay rugs, blankets or cardboard down for the delivery team. If the furniture is to be placed on wood floors, please place pieces of cloth or felt down under legs or casters to protect your floors. We are not responsible for damage to floors or cleaning carpets.

We will inspect all of your items with you to verify that it has been placed in your possession in good condition. Our delivery teams are dedicated employees and not a third-party source or contract workers.

The items you have purchased are carefully inspected, padded with heavy furniture quilts and securely loaded on our delivery truck to ensure it arrives in your home in showroom quality condition.

Customer must arrange to be home or have a responsible adult (18 years or older) there to accept and sign for delivery.

Delivery time frames may change from time to time due to unforeseen circumstances. We will provide the most up-to-date information for your order or contact you if circumstances change.

A team member will contact you via your phone number as listed in your contact details. Please ensure your contact details are up to date. If a team member has not contacted you by the expected delivery date, please contact us at 03 77321 477 (HQ) / 07 5500 749 (JB)

Customers must inspect the items for damages/defects upon delivery/pick up. Damages must be notified within 24 hours. Faulty claims or refunds claims after 7 days of delivery will be treated as a warranty claim and, the customer will bear the delivery costs incurred in the claim process.

Please indicate to our sales associates that your order will be delivered to a freight forwarder. Additional delivery information is required to ensure accurate processing of your order if you decide to hire a 3rd party contractor or freight forwarder to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.

If you need to change your delivery date after you have finalised your purchase, contact our delivery department 48 hours prior to your scheduled delivery date, or you will be charged an additional delivery fee.

It is your responsibility to ensure that all furniture items will fit through all doorways, up stairwells, down halls, and around corners into the desired location before scheduling a delivery. We will not refund the delivery charges once we came for delivery and the items can’t fit the pathway/staircase, even though our sales person said it will.


PRE-ORDER items

Pre Order = Much Lower Price

We offer pre-orders for high demand items or new collection that is not available in any showroom yet.

Your items will be secured earlier than everyone else even before the collection arrived in our showrooms.


Pre Order Guidelines :

ETA

As most of our items are imported, we are dealing with air/sea freight which any of its procedure or process is out of our control. We can only provide you the targeted date of arrival. Any delays are inevitable.

Payment terms
 
Full payment or 70% deposit to confirm the order is required, and 30% payment prior delivery.

Cancellations

Ordered items are sold & final. Deposits are not refundable & cannot be exchange for other product.

Delivery

You can combine in-stock and pre order items. We will not charge you for the storage charges for the in-stock items until the pre order items arrive. 

If delivered separately, extra charges for the pre order items will apply.

Global disruption / calamity

In any case of unavoidable global calamity such as war, terror attack or virus outbreak that is affecting the world’s economy or production of goods, no refunds in any form will be given for purchases that has been made. 

However, under these circumstances only is an exchange acceptable, with these conditions:

a) If the product you wish to exchange is of a higher price than the original purchase price, then you will be required to top up the balance using cash. 

b) If the product you wish to exchange is of a lower price, then no balance amount will be refunded to you.

If the exchange items are not available, your original purchase amount will automatically be kept as your store credits and lasts up to 3 months only.


AS-IS / CLEARANCE Items

1) As-Is items have no warranties and cannot be returned or exchanged for any reason.

2) All As-Is items must be picked up within 48 hours of purchase. Failure to pick up will result in cancellation of your order.


Exchange Policy

1) JOY accepts returns within seven (7) days of your receipt of an item, excluding bedding products. We do not accept returns on mattresses, pillows & rugs.

2) We reserve the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer.

3) If returned items need to be picked up from your home, you will be charged a pickup fee. Your initial delivery fee is not refundable. Prices paid at the time of purchase are final.

4) If you changed your mind about a certain product and wanted to change it for other product within 48 hours, it is permissible for ONE time only.

5) Cancellations without a solid reason are not accepted after 48 hours of confirmation.


Refund Policy

1) The process of getting a refund is within 14 working days from the issued date.
2) Customers must issue refund at the purchase platform (online website or our showrooms only) Other platforms are not responsible for your refund if you did not purchase from them.
3) ALL SALES ARE FINAL; thus, refund is unacceptable as agreed during the purchase. We can only accept exchange of products.


Price Disclaimer

1) The prices displayed on the JOY website and price tag are quoted in Malaysian Ringgit and are valid and effective only within Peninsular Malaysia, and such prices do not include delivery fees, which will be added to your total invoice price.

2) While our goal is a 100% error-free site, we do not guarantee that any content is accurate or complete, including price information and product specifications. If we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order.

3) JOY reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted).

4) We do not guarantee that:
(a) the product or service on the website will be the same as the in-store prices (and vice versa);

(b) any promotion that is offered on the website will be available in-store (and vice versa); and

(c) any product or service that is offered for sale on the website will also be offered for sale in-store (and vice versa).

5) We reserve the right to adjust prices, products, products descriptions, services, service descriptions and special offers at any time and at our discretion.


Store Credit

Store credit can be used like a voucher code to purchase any item. Store credit can only be used for one-time purchase and is valid for 90 days after invoice is issued. Friends and family are able to use the store credit as long as it's still valid

Damage / Defects

Customers must inspect the items for damages/defects upon delivery/pick up. Damages must be notified within 24 hours. Faulty claims or refunds claims after 7 days of delivery will be treated as a warranty claim and, the customer will bear the delivery costs incurred in the claim process.

If damage is too severe e.g: missing parts, you have the right to refuse the item.

It is also recommended that all items are in their original wrappings and not assembled or part assembled in any way. Otherwise, a 20% restocking fee will apply if goods are not returned in their original condition.

We will not replace a product that is misuse, broken, missing parts, defects caused by you - mistreated, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care.

If there is any part of our policies and procedures that you do not fully understand, please ask your sales consultant for additional clarification.


Manufacturer's Warranties

1) JOY manufacturer’s warranty is voided if the furniture is moved from the original delivery address.

2) The warranties effective immediately after your purchase date


CUSHION

All seat cushion cores and foams will soften with normal use and will conform to the shape of the user. This shall be considered as normal wear, and shall not be considered a loss resiliency or manufacturing defect.


UPHOLSTERED FABRIC

All upholstered fabric shall not be covered for tears, flattening or nap, pilling, fading, or shrinking and is not valid when heavy soiling or abuse evident.


LEATHER

Leather is a natural product, and such each hide will reflect its own individually. Some variations of shade and tone are to be expected, as are the nicks, scratches and wrinkles that only occur in genuine leather; these characteristics shall not be considered as defect.


VELVETS, VELVETS TYPE, PROTECTIVE FINISHES AND ORLON (ACRYLIC FIBER)

These fabrics by their very nature are soft texture and will crush, shade and mark more easily than most fabric; these characteristics shall not be considered as defect. 
Any claims after 48 hours will be treated as warranty claims and delivery/pickup charges will be apllied.
Products will be repaired or replaced, depending on product circumstances and it is solely at the management discretion.