Returns & refunds

Cancelling an order

As long as your parcel has not been handed over to the carrier, you can cancel your order free of charge: write to us at contact@joypadia.com stating your order number. The full refund is issued within 14 days, to the payment method used for the order.

Your tracking number is sent while your order is being prepared, before the parcel leaves our premises: as long as your tracking does not show that the carrier has collected it, cancellation is still possible.

Once the parcel has been handed over to the carrier, cancellation is no longer possible and the order runs through to delivery. You still keep your 14-day right of withdrawal from receipt, described below.

Refusing a delivery or leaving a parcel unclaimed does not count as a withdrawal: let us know by email so that we can handle your case as soon as it comes back to us.

Right of withdrawal (14 days)

In accordance with French and European regulations, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason.

To exercise it, write to us at contact@joypadia.com stating your order number: we will provide the procedure and the return address.

Return conditions

To be accepted and refunded, the product must be returned complete (console, SD card, cables, controller(s) and supplied accessories), in its original packaging, in new and undamaged condition, together with proof of purchase.

Return shipping costs are borne by the customer, except in the case of a defective product or an error on our part.

Refund

Once the returned product is received and checked, we issue the refund within a maximum of 14 days, to the payment method used for the order. The refund covers the price of the product and the standard shipping costs; any surcharge for an express delivery option is not refunded.

Defective, damaged or non-conforming product

If you receive a defective, damaged or non-conforming item, contact us within 7 days at contact@joypadia.com with a photo and your order number. We will then cover the return and offer you a replacement or a full refund, at no cost to you.

Intervention on the device and proper use

Our consoles are delivered ready to play: no work inside the device is needed. If your console no longer turns on or has a fault, please contact us before doing anything to it at contact@joypadia.com, with your order number and a photo or a short video. We guide you step by step and, if the fault is confirmed, we cover the replacement or refund under the conditions above.

Opening the case, removing the battery or any other component, any hardware or software modification of the supplied system, and the use of a charger or cable that does not match the instructions can damage the device. Damage directly caused by such an intervention or by non-compliant use is not covered by the replacement or refund for defective products. This clarification does not affect your rights under the legal warranties where the defect existed before the intervention and is independent of it.

Legal warranties

Independently of any commercial warranty, you benefit from the legal warranty of conformity (2 years) under Articles L.217-3 et seq. of the French Consumer Code, as well as the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code). On this basis, you may obtain the repair, replacement or refund of a product that is non-conforming or affected by a hidden defect.