Refund policy

RETURNS, REFUNDS AND EXCHANGES POLICY

Last Updated: 5 August 2026

1. General position

Joy oh Joy does not offer cancellation, return, refund, or exchange merely because:

  • the customer changed their mind;
  • the customer no longer wants the product;
  • the customer ordered the wrong colour, size, quantity, or model;
  • the product did not match a personal preference that was not part of the description;
  • the customer found the product elsewhere at a different price.

However, this policy does not exclude any mandatory right relating to defective, damaged, unsafe, wrongly supplied, materially misdescribed, or legally non-compliant products.

2. No cancellation after submission

Customers must review their carts and information carefully before submitting an order.

Once an order is submitted, it cannot ordinarily be cancelled at the customer’s request.

This is particularly important where we have:

  • reserved stock;
  • incurred payment fees;
  • commenced preparation;
  • ordered the product from a supplier;
  • arranged delivery;
  • started customisation;
  • committed costs specifically for that order.

Where we voluntarily approve an exceptional cancellation, we may deduct reasonable and non-recoverable costs, to the extent permitted by law.

3. Reporting period

Any claim that an order is:

  • damaged;
  • defective;
  • incomplete;
  • incorrect;
  • materially different from its description

must be reported to Joy oh Joy within 24 hours of delivery.

Customers should not wait to use, wash, assemble, modify, or discard the product or its packaging before reporting the issue.

A late report will not automatically remove a mandatory legal right, but may affect our ability to verify whether the issue existed at delivery or occurred afterward.

4. Mandatory evidence procedure

To allow a fair and reliable investigation, the customer must provide:

  1. the order number;
  2. the customer’s name and contact number;
  3. clear photographs of all sides of the external package;
  4. a clear image of the delivery or shipping label;
  5. photographs of the internal packaging;
  6. clear photographs and videos of the alleged damage, defect, shortage, or incorrect item;
  7. an uninterrupted video showing the parcel being opened from its originally sealed condition, wherever reasonably possible;
  8. photographs of all items received together;
  9. any serial number, label, tag, batch number, or manufacturer information;
  10. a written explanation of the problem.

For fragile goods, sets containing several items, and claims of missing contents, an uninterrupted opening video is especially important.

5. Strict opening-video requirement

The customer is strongly required to record one continuous video that:

  • begins before the parcel is opened;
  • clearly shows that the parcel remains sealed;
  • shows the delivery label;
  • shows all sides of the parcel;
  • records the entire opening process without cuts;
  • shows every item and all internal packaging;
  • clearly shows any claimed damage or shortage.

Edited, interrupted, unclear, or partially recorded footage may not be sufficient to prove that damage or shortage existed at the time of delivery.

Failure to provide an opening video may result in rejection of a claim where the absence of the video prevents us from determining whether:

  • an item was missing when packed;
  • an item was damaged before opening;
  • the parcel was altered;
  • the product was mishandled after delivery.

Nevertheless, we will assess all available evidence fairly, and this evidentiary requirement will not be used to unlawfully remove a mandatory consumer right where the defect or error can be reliably established by other evidence.

6. Retaining the product and packaging

The customer must retain:

  • the product;
  • original packaging;
  • internal protective material;
  • labels;
  • tags;
  • accessories;
  • manuals;
  • warranty documents;
  • gifts included with the product;
  • shipping package.

Disposing of packaging or altering the item before inspection may prevent proper investigation.

Joy oh Joy may reject a discretionary return where the customer has discarded necessary packaging or evidence.

7. Inspection

We may require:

  • additional photographs;
  • a video call;
  • return of the product;
  • inspection by Joy oh Joy;
  • inspection by the manufacturer or supplier;
  • technical testing.

The customer must not send a product back without written return authorisation and instructions from Joy oh Joy.

Unauthorised returns may be refused or returned to the customer at the customer’s expense.

8. Approved remedies

Where we verify that the product was defective, damaged, incomplete, incorrect, or materially misdescribed at the time of delivery, the available remedy may include:

  • repair;
  • replacement;
  • supply of a missing part;
  • exchange;
  • partial refund;
  • full refund;
  • another appropriate solution agreed with the customer.

The remedy will depend on:

  • the nature and seriousness of the issue;
  • availability of replacement stock;
  • repair feasibility;
  • customer inconvenience;
  • applicable legal requirements.

Joy oh Joy’s discretion under this clause remains subject to mandatory consumer rights.

9. Fragile products

Claims concerning mugs, glassware, ceramics, or other fragile items must be reported within 24 hours with the evidence described above.

Depending on the circumstances, Joy oh Joy may:

  • replace the damaged item;
  • replace only the affected component;
  • refund the affected item;
  • provide another reasonable remedy.

10. Original condition

Where a return is authorised, the product must ordinarily be:

  • unused;
  • unworn;
  • unwashed;
  • unassembled, where applicable;
  • free from stains, odours, hair, scratches, or damage;
  • in its original packaging;
  • accompanied by all labels, tags, accessories, manuals, and gifts.

A product may be rejected where its condition has been altered beyond what was reasonably necessary to establish the reported defect.

11. Non-returnable circumstances

Subject to mandatory rights, products are not returnable or exchangeable merely because they are:

  • unwanted;
  • the wrong size selected by the customer;
  • opened without a defect;
  • used;
  • worn;
  • washed;
  • altered;
  • customised;
  • personalised;
  • made to order;
  • specially sourced;
  • pre-ordered;
  • missing tags or accessories;
  • damaged by the customer;
  • affected by improper care or storage;
  • purchased during a promotion, where the promotion clearly states a restriction.

12. Clothing sizes

The customer is responsible for reviewing the size chart before ordering.

Joy oh Joy does not offer size exchange where:

  • the size supplied matches the size ordered;
  • the product label corresponds with the order;
  • the item is consistent with the published size information;
  • the customer simply finds that the selected size does not fit.

A remedy may be available where Joy oh Joy supplied a different size from the one ordered or materially misstated the product measurements.

13. Incorrect customer selection

No refund or exchange is available where the customer incorrectly selected:

  • size;
  • colour;
  • model;
  • quantity;
  • spelling;
  • compatibility;
  • design;
  • delivery address.

This does not apply where the error was caused by incorrect information supplied by Joy oh Joy.

14. Return delivery costs

Where the return arises because Joy oh Joy supplied a verified defective, damaged, or incorrect product, return costs will be handled in accordance with applicable law and the circumstances.

Where Joy oh Joy exceptionally accepts a discretionary return that is not caused by our error, the customer is responsible for:

  • return delivery;
  • re-delivery;
  • packaging;
  • insurance;
  • customs charges;
  • loss or damage in transit.

15. Refund method

Approved refunds will normally be returned to the original payment method.

Where that is impossible, unlawful, technically unavailable, or agreed otherwise, another suitable method may be used.

We may require identity or payment verification before processing a refund.

16. Refund time

Joy oh Joy normally processes an approved refund within 7 to 15 days after:

  • approval of the claim;
  • receipt and inspection of the returned product, where required;
  • receipt of complete payment information.

Banks and payment providers may require additional time to credit the customer’s account.

17. Delivery fees

Original delivery fees are not refundable where delivery was successfully completed and the return is not caused by Joy oh Joy.

Where the entire order is rejected for a verified defect or error attributable to Joy oh Joy, the treatment of delivery fees will be determined in accordance with applicable law.

18. Deductions

Where lawful, we may deduct from a refund:

  • loss in value caused by use or damage;
  • missing accessories;
  • missing packaging;
  • non-recoverable delivery costs;
  • customs charges;
  • costs resulting from incorrect customer information;
  • costs expressly accepted by the customer.

We will not impose arbitrary penalties or deduct costs caused by our own breach.

19. Refund abuse

We may investigate patterns suggesting:

  • false non-delivery claims;
  • staged damage;
  • substituted products;
  • return of a different item;
  • deliberate product damage;
  • repeated abusive chargebacks;
  • manipulated opening videos;
  • false claims of missing items.

We may require additional evidence and may report suspected fraud to payment providers or competent authorities.

A legitimate complaint will not be rejected merely because the customer has previously complained.