Legal notice
PRE-ORDER POLICY
Last Updated: 5 August 2026
1. Meaning of pre-order
A pre-order is an order for a product that:
- is not currently held in ready stock;
- is expected from a supplier;
- must be sourced after the customer orders;
- has not yet arrived at Joy oh Joy.
Products marked as “Pre-order”, “Available on request”, “Special order”, or similar are governed by this policy.
2. Estimated period
Pre-order products normally require between one and twenty days.
Unless expressly stated otherwise, this period refers to sourcing or arrival and is an estimate rather than a guaranteed delivery date.
Additional local or international delivery time may apply afterward.
3. Maximum stated period
If the pre-order has not become available within 20 days, Joy oh Joy will contact the customer and offer the choice to:
- continue waiting; or
- cancel the delayed product and receive a refund for the cancelled product.
Where the customer chooses to wait, a revised estimate may be provided.
The customer’s agreement to wait should be recorded in writing.
4. No change-of-mind cancellation
A pre-order cannot be cancelled simply because the customer:
- changed their mind;
- no longer wants the product;
- found an alternative;
- did not read the estimated period;
- expected earlier delivery without receiving a written guarantee.
This restriction reflects the fact that Joy oh Joy may commit funds to a supplier specifically to fulfil the order.
It does not affect any cancellation right that becomes available because Joy oh Joy cannot fulfil the order or because mandatory law requires a remedy.
5. Supplier delays
Pre-orders may be affected by:
- manufacturing delays;
- supplier allocation;
- international shipping;
- customs;
- border restrictions;
- flight or courier disruption;
- stock cancellation by the supplier;
- force majeure events.
Joy oh Joy will communicate material delays when reasonably possible.
6. Supplier cancellation or unavailability
If the supplier cannot provide the product, Joy oh Joy may, with the customer’s approval:
- offer a comparable alternative;
- offer a different size, colour, or model;
- issue store credit;
- refund the unavailable product.
No substitution will be made without the customer’s consent.
7. Mixed orders
Where an order contains ready-stock and pre-order products, Joy oh Joy may hold the ready-stock items until the full order is available.
Separate delivery may be arranged depending on the circumstances.
If the customer requests separate delivery, the customer must pay the additional delivery charge.
8. Price changes
Once a pre-order has been accepted and fully paid, the agreed price will ordinarily remain unchanged.
However, where an extraordinary supplier, tax, customs, or pricing error makes fulfilment at the displayed price impossible, Joy oh Joy may:
- honour the original price;
- request the customer’s agreement to the corrected price; or
- cancel and refund the affected product.
The customer will never be charged an additional amount without consent.
9. Product updates
Manufacturers may occasionally modify packaging, minor design details, accessories, or specifications before a pre-order is fulfilled.
A material change will be communicated where known.
The customer may be offered an appropriate remedy if the final product materially differs from what was ordered.
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CUSTOM ORDERS POLICY
Last Updated: 5 August 2026
1. Custom orders
Custom orders include any product created, printed, engraved, altered, sourced, assembled, or personalised according to customer-provided instructions.
Customisation may include:
- names;
- initials;
- photographs;
- wording;
- colours;
- logos;
- dates;
- layouts;
- themes;
- designs;
- product combinations;
- other personal specifications.
2. Customer instructions
The customer is fully responsible for checking all submitted information, including:
- spelling;
- grammar;
- names;
- dates;
- numbers;
- colours;
- wording;
- image quality;
- orientation;
- dimensions;
- design selection.
Joy oh Joy may reproduce the information exactly as supplied.
A product is not defective merely because the customer later regrets or notices an error contained in the customer’s original instruction.
3. No mandatory preview
Joy oh Joy is not required to provide a digital proof, sample, or preview before production unless expressly agreed in writing.
The customer’s original written instructions may be treated as final authority to proceed.
4. Approval
Where Joy oh Joy voluntarily sends a proof or preview, the customer must inspect it carefully.
Written approval authorises production.
After approval, the customer is responsible for any detail clearly shown in the approved proof.
Minor differences may occur between digital screens and physical printing because of:
- screen calibration;
- printing method;
- product texture;
- material;
- lighting;
- manufacturing tolerance.
5. Customer response
If additional information or approval is genuinely required, production may be paused until the customer responds.
Where the customer’s original instructions are complete and no further approval was promised, Joy oh Joy may proceed without waiting for an additional response.
The customer is responsible for delay caused by failing to provide required information.
6. No cancellation
Once Joy oh Joy has:
- ordered materials;
- begun sourcing;
- prepared a design;
- commenced printing;
- started engraving;
- started production;
- otherwise incurred order-specific costs,
the custom order cannot be cancelled or refunded because of a change of mind.
A remedy remains available where Joy oh Joy made a verified error or the product is defective.
7. Custom-order claims
A customer must report a claimed customisation error within 24 hours of delivery and provide:
- the original written instruction;
- the product received;
- clear photographs and video;
- packaging evidence.
The relevant comparison is between the customer’s confirmed instructions and the delivered product.
8. Customer-supplied intellectual property
By submitting a photograph, design, logo, character, artwork, phrase, or other material, the customer represents that:
- they own it;
- they have permission to use it; or
- its requested use is otherwise lawful.
The customer is responsible for third-party claims resulting from materials supplied without proper authorisation.
9. Right to refuse content
Joy oh Joy may refuse content that is:
- unlawful;
- threatening;
- hateful;
- obscene;
- defamatory;
- discriminatory;
- invasive of privacy;
- misleading;
- connected with fraud;
- infringing intellectual property rights;
- otherwise inappropriate for the business.
Refusal before production will result in an appropriate refund of amounts paid for the refused work, less any lawful and disclosed cost already incurred where the refusal results from the customer’s prohibited content.
10. Image quality
The quality of a customised product may depend on the quality of the file supplied.
Joy oh Joy is not responsible for:
- pixelation;
- blur;
- cropping;
- low resolution;
- colour distortion inherent in the source file;
- defects already visible in the supplied image,
where the customer asked us to proceed using that material.
11. Production variations
Minor differences in:
- alignment;
- print position;
- shade;
- dimensions;
- texture;
- finish
may occur within normal production tolerances and will not be treated as defects unless materially inconsistent with the order.
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WARRANTY AND DEFECTIVE PRODUCTS POLICY
Last Updated: 5 August 2026
1. Warranty availability
Certain products may include a warranty.
Warranty availability, duration, issuer, and conditions depend on the individual product.
The product listing, packaging, invoice, manufacturer document, or written communication will identify whether the warranty is:
- provided by Joy oh Joy;
- provided by the manufacturer;
- provided by the supplier;
- not available beyond mandatory legal rights.
2. No automatic general warranty period
Unless expressly stated, no additional commercial warranty is created merely by selling the product.
This does not remove rights that apply under mandatory law.
3. Warranty exclusions
Subject to applicable law, a commercial warranty may exclude damage caused by:
- misuse;
- impact or dropping;
- accidental damage;
- liquid exposure;
- heat;
- improper storage;
- incorrect assembly;
- unauthorised repair;
- alteration;
- incorrect cleaning;
- failure to follow washing instructions;
- excessive force;
- normal wear and tear;
- cosmetic deterioration;
- use outside the product’s intended purpose;
- failure to follow safety instructions.
4. Batteries and consumables
Unless expressly stated otherwise, batteries, replaceable cells, and consumable components are excluded from extended commercial warranty coverage.
A battery or consumable that was defective upon supply remains subject to applicable mandatory rights.
5. Warranty claim evidence
The customer may be required to provide:
- proof of purchase;
- order number;
- serial number;
- photographs;
- video;
- description of use;
- packaging;
- all relevant accessories.
6. Inspection period
Some warranty claims may need to be referred to the supplier or manufacturer.
Inspection may take approximately 30 days, depending on the product and service provider.
This is an estimate. We will communicate any material extension where reasonably possible.
7. Remedy
Following inspection, the appropriate remedy may be:
- no-fault finding and return of the product;
- repair;
- replacement;
- replacement component;
- refund;
- another remedy required by law.
The remedy depends on the inspection outcome, warranty terms, stock availability, and applicable consumer law.
8. Cosmetic characteristics
Minor cosmetic characteristics that do not materially affect safety, function, durability, or the agreed description may not constitute a substantial defect.
Each case will be assessed based on:
- the product type;
- price;
- description;
- reasonable customer expectations;
- manufacturing standards.