Eligibility and processes
We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Damages and issues
If items are damaged in transit, that must be reported to us immediately so that we can follow up as we hold insurance to cover this within Australia. In that case we will gladly provide a replacement at no charge and arrange to have the damaged item(s) returned to us. We may ask your co-operation in this by providing you with a Reply Paid Postal account Number for you to take back to the post office, or in signing off on a return con-note that the pick up driver will provide before we can provide a replacement item.
If the fault is not due to freight, our normal policy is to ask for a regular envelope size sample of the damage together with an emailed image and Purchase Order / Invoice Number it pertains to (proof or purchase) to be sent to us in order to put through a claim.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We do not typically accept returns on international orders outside of Australia. Additional freight fees may be charged after order processing if information is not accurate. Shipping charges are not refundable. It is your responsibility to insure the goods during return as we cannot take responsibility for items that are lost in the post or damaged when being returned. Please allow at least 2 working weeks for your return to arrive and a replacement to come back to you before emailing us to query the transaction.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at hello@joynwell.com