REFUND POLICY

At Joyous Living, we carefully create, inspect and package every order. We want you to be happy with your purchase and will assist you if an item is faulty, damaged, incorrect or does not match its description.

This policy applies to purchases made directly through the Joyous Living website. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Change-of-Mind Returns

Please choose your products, fragrances, colours and quantities carefully, as Joyous Living does not generally offer refunds, returns or exchanges when you:

Change your mind
Select the wrong product, fragrance, colour or quantity
Find the product elsewhere for a lower price
Decide that you no longer want or need the product
Do not like a fragrance that was correctly supplied
Provide an incorrect delivery address or personalisation detail

This does not affect your rights where a product fails to meet a consumer guarantee under Australian Consumer Law.

Personalised and Custom-Made Products

Personalised, customised, made-to-order, event favour, corporate and wholesale products cannot be returned or exchanged because of a change of mind.

Please carefully check all names, dates, wording, colours, fragrances, quantities, logos and other custom details before approving your order.

Joyous Living is not responsible for errors in information supplied or approved by the customer. However, we will provide an appropriate remedy if we make an error or if the product is faulty, damaged or does not match the approved order.

Faulty or Defective Products

Products sold by Joyous Living come with guarantees that cannot be excluded under Australian Consumer Law.

Please contact us if a product:

Is faulty, defective or unsafe
Is significantly different from its description or product images
Is not fit for a purpose that you made known to us before purchasing
Arrives damaged
Is not the item you ordered

The remedy available will depend on the nature and seriousness of the problem and may include a repair, replacement, refund or another appropriate solution.

Handmade Product Variations

Joyous Living products are handmade in small batches. Minor variations may naturally occur between items, including variations in:

Colour or shade
Placement of decorative elements
Crystal, flower or botanical appearance
Surface texture
Wax finish
Minor frosting or colour changes
Label or packaging placement

These characteristics are part of the handmade nature of our products and are not generally considered faults when they do not affect the product’s safety, quality or intended use.

Product colours may also appear slightly different depending on lighting, photography and screen settings.

This section does not affect your rights if a product is significantly different from its description or otherwise fails to meet a consumer guarantee.

Candle and Wax-Product Care

Customers must use products in accordance with the care and safety instructions supplied with the product or displayed on our website.

A remedy may not be available where the problem was caused by misuse, neglect, improper storage, failure to follow safety instructions or damage occurring after delivery.

Examples may include:

Leaving candles or wax products in excessive heat or direct sunlight
Burning a candle for longer than recommended
Failing to trim or maintain the wick as instructed
Using a damaged or unsuitable burner
Allowing water or foreign materials to enter the wax
Moving or handling a candle while the wax is hot
Continuing to use a candle after the recommended stopping point

We may ask for information about how the product was stored and used to help us assess the issue.

Damaged Deliveries

Please inspect your order after delivery.

If an item arrives damaged, contact us as soon as reasonably possible. Contacting us promptly allows us to investigate the delivery and arrange a solution more efficiently.

Please provide:

Your full name
Your order number
A description of the damage
Clear photographs of the affected product
Photographs of the internal and external packaging
A photograph of the shipping label

Please retain the product and all packaging until we have assessed the matter, as the delivery provider may require them as part of an investigation.

Depending on the circumstances, we may offer a replacement, refund or another appropriate remedy.

Incorrect or Missing Items

If you receive an incorrect item or something is missing from your order, please contact us as soon as reasonably possible.

Include your order number and photographs of the items and packaging received. Once confirmed, we will arrange an appropriate solution at no additional cost to you.

How to Request a Return or Remedy

Before returning a product, please contact Joyous Living at:

Email: [insert customer-service email]
Website: joyousliving.com.au

Please include:

Your name and order number
A description of the issue
When you first noticed the issue
Relevant photographs or videos
Your preferred resolution, where applicable

We may request additional information where reasonably necessary to assess the issue.

Please do not return an item before contacting us and receiving return instructions. Unauthorised returns may delay the assessment of your request.

Proof of Purchase

We may request reasonable proof that the product was purchased from Joyous Living.

Proof of purchase may include:

An order confirmation
A tax invoice or receipt
The email address used to place the order
A payment record
Other reasonable evidence of purchase

Returning a Product

Where a return is required, we will provide the applicable return instructions and return address.

Unless otherwise agreed, returned products should be securely packaged to prevent further damage during transit and should include any accessories or components supplied with them.

Please do not send products to the address shown on the original parcel without first contacting us, as this may not be the correct return address.

Return Shipping Costs

If a product is confirmed to be faulty, damaged, incorrectly supplied, Joyous Living will cover reasonable return-delivery costs where a return is required.

We may provide a prepaid return label or reimburse reasonable postage costs. Please retain your postage receipt if you are asked to arrange the return.

Where a return is accepted as a discretionary change-of-mind exception, the customer may be responsible for return postage and any original delivery costs, unless otherwise agreed.

Assessment of Returned Products

We may need to inspect a product before confirming the appropriate remedy.

The assessment will consider the product’s condition, the reported problem, the way it was used or stored and any information or photographs provided.

An assessment does not remove or reduce your rights under Australian Consumer Law.

Refunds

Once a refund has been approved, it will generally be issued to the original payment method used for the purchase.

Refunds may include the original standard delivery charge where required by Australian Consumer Law. Additional charges for an upgraded or express delivery service may not be refundable where the standard delivery service would have been sufficient, unless the law requires otherwise.

We will process approved refunds as soon as reasonably possible. The time taken for the funds to appear in your account may vary depending on your bank, card provider or payment service.

Joyous Living does not control processing times after a refund has been submitted to the payment provider.

Partial Refunds

A partial refund may be offered where appropriate and agreed with the customer, such as when:

Only part of a multi-item order is affected
The customer chooses to keep an item with a minor cosmetic issue
Some products in a gift pack are affected and others remain suitable

A partial refund will not be used to limit any remedy to which you are entitled under Australian Consumer Law.

Order Cancellations

Please contact us as soon as possible if you wish to cancel or change an order.

We will try to accommodate your request where production, personalisation, packing or dispatch has not begun. However, cancellation or modification may not be possible once work has started.

Personalised, custom-made, event, corporate and wholesale orders may not be cancelled after materials have been ordered, designs have been approved or production has begun.

This does not affect any rights you may have where Joyous Living cannot supply the agreed product within the agreed or a reasonable timeframe.