Returns Information

Last updated: April 2026

Can I return a product if I don't like it?

Yes, absolutely. Every Joolca order comes with a 30-day trial. Take it home, take it into the field, put it through its paces. If it's not for you for any reason, just get in touch within 30 days of receiving it and we'll sort the rest.

We'll send you a prepaid return label, organise collection, and issue a full refund once we receive the item back. You won't pay a cent for return shipping.

The 30 days starts from the day you receive your order, not the day you placed it. Please note the 30-day trial applies to orders placed directly with Joolca and does not cover purchases made through third-party retailers. If you bought through a retailer, please contact them directly as their own return policy will apply.

How will my refund be processed?

Once we receive your return, we'll check that everything has come back in full and in reasonable condition. We'll then refund the full purchase price to your original payment method. If you paid by credit card, the refund goes back to that same card.

What if my product is faulty?

If you receive a faulty product or something that doesn't match your order, contact us straight away. We'll arrange a replacement or full refund at no cost to you, separate from the 30-day trial. See our Warranty page for full details on fault claims.

How do I start a return?

Head to our contact page and get in touch with our support team. Have your order number handy and let us know the reason for your return. We'll take it from there.

 

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The section below contains the full terms and conditions for our returns policy. We know it's not the most exciting read, but it's here for transparency and to make sure everyone is on the same page. The short version is above.

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Full Returns Policy

Joolca Pty Ltd ("Joolca", "we", "us", "our") allows the return of products on the terms and conditions set out below. This policy is provided in addition to, and does not limit, your rights under the Australian Consumer Law.

Definitions
"Product" means all products manufactured or supplied by Joolca, including any component or accessory.
"Customer" means the person who purchased and paid for the Product.

Eligibility for Return

A Customer may return a Product provided that:

The Product was purchased directly from Joolca via our website, store, or direct sales. Products purchased through third-party retailers are not covered by this policy.

The Customer has been able to unpack, use, and test the Product.

The return is initiated within 30 days of accepting delivery of the Product. Where there is no clear record of when delivery was accepted, it will be assumed that delivery was accepted three days after the dispatch date.

The Product is not damaged or altered beyond what would be expected from reasonable everyday use. Products that have been mishandled or misused will not be accepted for return.

How to Return a Product

The Customer must contact Joolca Support to initiate a return before sending any item back. Contact us via the contact page on our website within the return period.

Once approved, Joolca will provide a prepaid return label from a courier of our choice. The Customer will not be charged for return shipping.

The Customer must return the Product in its entirety, including all accessories, user manuals, and original packaging where possible. The Customer is responsible for ensuring the Product is securely packaged for transit. Joolca will not be responsible for damage caused to the Product during return shipping.

Upon receipt, Joolca will inspect the Product to verify it meets the return conditions above.

Refunds

If the return is approved, Joolca will refund the full original purchase price of the Product, including any shipping costs paid at checkout, to the original payment method.

Credit card refunds will be processed within five business days of receiving the returned Product. Additional time may be required for your bank or payment provider to process the refund.

If a returned Product is found to be in working order on inspection, Joolca reserves the right to decline the return or charge reasonable inspection and return shipping costs.

Returns that do not meet the conditions above will not be accepted and no refund will be issued.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

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

Contact

Joolca Pty Ltd Melbourne, Australia

For all enquiries, please use the contact form on our website at joolca.com.au.