Refund & Return Policy

Our refund policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe and if you meet the below criteria. 

Title

Last updated: April 2026

1. General

2. Damages and Issues

3. Exchanges

4. Returns

5. Australian Consumer Law

6. European Union - 14 Day Cooling Off period

7. Refunds

1. general

You have 90 days from the date you receive your order to request a return.

 

If your Buddy & Joy product isn’t the right fit for your needs, you may return it within this period.

 

To be eligible for a return:

  • The item must be in good condition
  • It must be free from damage beyond what would be expected from careful installation and testing
  • It must include all original components
  • Proof of purchase is required

To start a return, you must email hello@buddynjoy.co before sending anything back.Returns sent without prior approval will not be accepted.

 

Once your return is approved, items must be sent to:

Buddy & Joy
3/19-23 Waine Street
Freshwater, NSW 2096
Australia

 

Approved returns must be shipped within 7 days of receiving return instructions.

 

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

 

Original shipping charges are non-refundable unless the item is confirmed to be faulty.

 

We reserve the right to decline returns that do not meet the above conditions.

2. damages and issues

Please inspect your order upon arrival.

 

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at hello@buddynjoy.co.

 

To help us assess the issue quickly, please include:

  • Your order number
  • A clear description of the issue
  • Clear photos of the product
  • Photos of the outer packaging, including any visible shipping damage

A product is considered faulty if it has a genuine manufacturing defect or arrives damaged.

 

Incorrect product selection or configuration selection does not constitute a fault.

 

Damage caused by misuse, chewing, scratching, incorrect installation, modification, or accidental damage is not eligible for refund.

 

We may request additional information where necessary to assess the claim.

3. exchanges

We do not offer direct exchanges.

 

If you selected the wrong configuration, please contact us at hello@buddynjoy.co to begin the return process.

 

All exchanges must follow our standard return procedure. Items must be approved before being sent back.

 

Once the returned item has been received and approved, we will process a refund to your original payment method. You may then place a new order for the correct product.

 

Return shipping costs are the responsibility of the customer. 

4. returns 

If you are not satisfied with your order, including change of mind, you may request a return within 90 days of receiving it, subject to the conditions outlined in Section 1.

 

All returns must be approved before being sent back.

 

Items must be returned in good condition and in protective packaging to prevent damage during transit.

 

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

 

Clearance, final sale, or heavily discounted items marked as such at the time of purchase are not eligible for change of mind returns or exchanges.

This does not affect your rights under Australian Consumer Law.

5. australian consumer law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

 

If a product has a major failure, you are entitled to choose a replacement or refund. In some cases you may also be entitled to compensation for losses caused by the failure.

 

If a product does not meet acceptable quality standards but the issue is not a major failure, we will repair or replace the item.

6. european union - 14 day cooling off  period

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without providing a reason.

 

To exercise this right, you must notify us in writing within 14 days of delivery by emailing hello@buddynjoy.co.

 

Returned items must be in good condition and include all original components.

 

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty.

 

This right exists in addition to our 90 day return policy.

7. refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

 

If approved, refunds will be processed to your original payment method within 10 business days.

 

Please allow additional time for your bank or payment provider to process the transaction.

 

If more than 15 business days have passed since your refund was approved, please contact hello@buddynjoy.co.