Return & Refund policy

JouéClub Liban (www.joueclubliban.com)
Toy Market Group Holding S.A.L.

1. OVERVIEW & GENERAL PRINCIPLE

At JouéClub Liban (operated by Toy Market Group Holding S.A.L.), we strive to ensure an outstanding shopping experience for our families. Because our merchandise caters extensively to children, safety, hygiene, and product integrity are our utmost operational concerns. Consequently, JouéClub Liban enforces a strict Return & Exchange Policy across our website (www.joueclubliban.com), our mobile software, and our nationwide brick-and-mortar retail showrooms within the Republic of Lebanon.

By finalizing a digital order or purchasing items directly in-store, you formally acknowledge, accept, and bound yourself to the terms stipulated in this policy. This policy aligns with standard commercial guidelines under Lebanese consumer trade practices.

2. ABSOLUTE NO-REFUND POLICY

JouéClub Liban maintains a strict NO REFUND policy. Under no circumstances will cash, credit card reversals, digital wallet refunds, or bank transfers be issued to a consumer following a change of mind, accidental ordering, or regular product return. All resolved transactions are eligible strictly for product exchanges or an equivalent store credit voucher, provided the parameters outlined below are entirely met.

3. ELIGIBILITY TIMELINE FOR RETURNS

Returns for exchange or store credit are subject to a strict temporal window:

·         Maximum 14-Day Limit: The total return request and physical surrender of the item must not exceed a period of two (2) weeks (exactly 14 calendar days) from the definitive timestamp of invoice generation or courier delivery receipt.

·         Expiration of Eligibility: Any attempt to return or swap merchandise beyond this 14-day frame will be rejected automatically without exception.

4. MANDATORY PRODUCT CONDITION CRITERIA

To successfully qualify for a return voucher or product exchange within the valid 14-day window, items must conform entirely to the following rigorous state metrics:

·         Brand New State: The product must be in pristine, mint, and brand-new retail condition.

·         Unopened and Factory Sealed: The box, outer plastic wraps, security tapes, labels, protective seals, and visual display packaging must remain completely unopened, uncompromised, and perfectly intact.

·         Completeness: The item must be accompanied by all original packed components, including instruction manuals, auxiliary wires, accessories, sticker sheets, and promotional giveaways.

·         Proof of Purchase: No exchange will proceed without the presentation of the valid, original physical printed invoice or authorized digital purchase confirmation issued by www.joueclubliban.com.

EXCLUDED & NON-RETURNABLE ITEM CATEGORIES

For safety, health, and software protection reasons, certain merchandise lines cannot be exchanged once they leave our possession under any regular circumstance. These include:

 

6. MALFUNCTIONING OR DEFECTIVE PRODUCTS ('DEFAUT')

In the unfortunate event that a purchased toy or electronic device exhibits a manufacturing defect, malfunction, or internal error (referred to locally as a DEFAUT), JouéClub Liban is fully committed to rectifying the issue under strict warranty diagnostic guidelines:

·         Reporting Window: If a product is found to be non-operational out of the box due to factory technical errors, it must be reported immediately. The 14-day limit applies for reporting these technical errors.

·         Mandatory Inspection: Our internal technical support team or specialized toy mechanics will run an internal operational assessment on the returned product to differentiate a genuine manufacturing factory defect from user-inflicted drop damage, moisture contact, or improper battery insertion.

·         Resolution Process: Upon positive validation of a structural factory defect, JouéClub Liban will promptly swap the item for an identical, fully operational model. If an identical replacement item is completely out of stock across Lebanon, the client will be awarded a full-value store credit voucher valid for any alternative purchase.

·         Packaging Obligation: Defective item evaluations must happen alongside original box packaging and the accompanying purchase invoice.

7. RETURN LOGISTICS & PROCESSING PATHS

Customers wishing to execute an eligible return or register a factory defect can choose from two authorized logistics pathways:

·         In-Store Drop-Off (Recommended): You may personally bring the item, original invoices, and unopened box packaging to any official JouéClub Liban retail store branch in Lebanon for instant evaluation and real-time processing.

·         Courier Pickup Option: For online orders, you may initiate a remote return request by contacting cs@joueclubliban.com. If the exchange request is verified eligible, a third-party courier partner will be scheduled to retrieve the item. Please note that return delivery courier costs are fully covered by the client unless the return concerns a verified out-of-the-box product malfunction.

8. AMENDMENTS TO THIS POLICY

Toy Market Group Holding S.A.L. maintains the legal right to revise, modify, or update these Return & Exchange conditions at any time. Any updates will be updated dynamically on our digital domain at www.joueclubliban.com and will govern all subsequent retail sales executed following the upload timestamp.

9. CUSTOMER SUPPORT CHANNELS

For any clarifications, tracking assistance, or assistance validating an exchange or a malfunctioning product, please communicate with our dedicated support helpdesk using the coordinates below:

JouéClub Liban Customer Support & Quality Operations
E-Mail Helpdesk: cs@joueclubliban.com
Support Helpline: +961 71 499 300
Corporate Operator: Toy Market Group Holding S.A.L.
Main Website: www.joueclubliban.com