Returns & Refund Policy

JOY OURS ELDERCARE ADVISORS PTY LTD (ABN 86 689 308 192), trading as Joy Ours (we, us or our), offers change-of-mind returns subject to the conditions below.

Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law (ACL).

1. Change-of-Mind Returns

We may accept a change-of-mind return if:

• you contact us within 7 days of delivery or collection;
• you provide reasonable proof of purchase;
• the product remains unopened in its original undamaged packaging, including any original seal where applicable, with all supplied items intact; and
• the product is not excluded under this policy.

Opened, assembled, installed or used products are not eligible for change-of-mind returns. This applies to all products, including personal care, hygiene, bathroom and toileting products.

A 25% restocking fee applies to all approved change-of-mind returns for refund and will be deducted from the product price.

You are responsible for the cost of returning the product. Delivery and other service charges already incurred or relating to services already provided are not refundable, unless otherwise agreed or required by law.

We may agree to an exchange instead of a refund on a case-by-case basis.

2. Non-Returnable Items

The following products are not eligible for return, refund or exchange due to change of mind, even if unopened:

• Special Orders – standard products sourced specifically for a customer that Joy Ours does not ordinarily hold as regular stock;
• custom-made, made-to-order, made-to-measure, scripted, specially configured or modified products; and
• sale, clearance or final-sale products.

These exclusions do not affect any rights you may have under the Australian Consumer Law.

3. Faulty, Damaged or Incorrect Products

The change-of-mind conditions above, including the 7-day period, unopened packaging requirement and 25% restocking fee, do not apply to valid claims under the Australian Consumer Law.

If a product is faulty, damaged, incorrect, not as described or otherwise does not meet an applicable consumer guarantee, please contact us as soon as reasonably practicable.

We may ask for reasonable information or evidence, such as proof of purchase, photographs, videos or a description of the issue, and may need to inspect or assess the product.

Where required under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem. No restocking fee applies to a valid ACL claim.

For large, heavy or difficult-to-return products that are the subject of a claim under the Australian Consumer Law, please contact us before arranging transport. Where required by law, we will arrange or cover the reasonable cost of collection or return.

4. Funded and Third-Party Paid Orders

The same change-of-mind conditions apply to products purchased using NDIS, aged care, Support at Home or other third-party funding, unless otherwise agreed in writing.

Funding approval does not create an additional right to return a product for change of mind.

Where a provider, plan manager or other third party paid for the product, any approved refund may be returned to the original payer or processed in accordance with the applicable funding arrangement.

5. Requesting a Return or Refund

Please contact us before returning a product so that we can review your request and provide return instructions.

Approved change-of-mind returns will be inspected after receipt. If the return meets this policy, the applicable refund will be processed to the original payment method or original payer where practicable, less the 25% restocking fee.

For return, refund or exchange enquiries, please contact:

JOY OURS ELDERCARE ADVISORS PTY LTD
ABN 86 689 308 192
Trading as Joy Ours

Email: info@joyours.com.au

Contact form: joyours.com.au/contact