Refund policy

At The Joy Box, we want you to feel confident when shopping with us. This policy explains our 30-day change-of-mind returns, faulty-product assistance and refund process for customers in Australia and New Zealand.

The Joy Box is an online retailer selling products in trade and is operated by Next Gen Automobiles Pty Ltd trading as The Joy Box.

Upon Delivery

We recommend inspecting your order promptly after delivery.

Check Your Order

Please confirm that:

You received the correct products.
All advertised components and accessories are included.
The products have not been damaged during delivery.

Some smaller components may be secured inside the packaging, underneath inserts or within other parts of the product.

Keep the Packaging

We recommend keeping the original boxes, manuals, inserts and packaging until you are satisfied with your purchase.

Original packaging is required for change-of-mind returns. However, it is not required to exercise rights relating to faulty products under applicable consumer law.

Report Delivery Problems

Please contact us as soon as possible if your order arrives damaged, incomplete or incorrect. Include your order number and clear photographs of the product, packaging and shipping label where available.

30-Day Change-of-Mind Returns

We accept eligible change-of-mind returns requested within 30 days of delivery.

To qualify for a change-of-mind return, the product must be:

Unused and unassembled.
Unmodified and free from marks, damage or signs of use.
In its original condition.
Returned with all original packaging, manuals, accessories and components.
Accompanied by proof of purchase.

Please contact us before returning an item. Once your return is approved, we will provide return instructions and the appropriate return address.

Unauthorised returns may experience delays or be returned to the sender.

Change-of-Mind Return Costs

Customers are responsible for return postage costs for change-of-mind returns.

Original delivery charges are not refundable for change-of-mind returns unless otherwise required by law.

We do not charge a restocking fee. However, we may reduce or refuse a change-of-mind refund if the returned product is used, incomplete, damaged, modified or otherwise not in resalable condition.

We recommend using a tracked delivery service, as customers remain responsible for change-of-mind returns until they are received by us.

Non-Returnable Change-of-Mind Items

The following products cannot be returned solely because of a change of mind:

Gift cards and gift vouchers.
Custom-made, personalised or specially ordered products.
Products that have been used, assembled or modified.
Products damaged after delivery.
Products that cannot legally or safely be returned through ordinary postal or courier services.
Any other products clearly identified as non-returnable before purchase.

This does not limit any rights you may have where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under applicable consumer law.

Exchanges

We do not process direct change-of-mind exchanges.

To obtain a different item, please return the eligible original product in accordance with this policy and place a separate order for the replacement product.

This does not restrict any right to a replacement for a faulty product under applicable consumer law.

Faulty, Damaged or Incorrect Products

Customers may have automatic consumer guarantees under:

The Australian Consumer Law for purchases made by Australian consumers.
The New Zealand Consumer Guarantees Act 1993 for purchases made by New Zealand consumers.
Any other consumer law that applies to the transaction.

These rights apply independently of our 30-day change-of-mind return period and are not limited to 30 days.

Products must be of acceptable quality, safe, fit for their intended purpose, match their description and perform as reasonably expected, taking into account factors such as the product type, price and expected durability.

Please contact us as soon as reasonably possible after discovering a problem.

How to Request Assistance

Your order number.
A clear description of the issue.
When and how the issue occurred.
Clear photographs or a short video showing the problem, where reasonably possible.
Any troubleshooting steps already attempted.

Photos or videos help us assess technical products and identify the most appropriate solution. We may also ask you to complete reasonable troubleshooting steps or return the product for inspection.

A request for photographs, video or troubleshooting will not be used to unreasonably delay or deny a valid consumer claim.

We aim to respond to enquiries within 24 hours.

Remedies for Faulty Products

The remedy available will depend on the nature of the problem and your rights under the consumer law applicable to your purchase.

For a problem that can be remedied within a reasonable time, we may provide an appropriate repair, replacement, refund or other lawful remedy.

For a major or substantial problem, you may be entitled to reject the product and choose a replacement or refund, subject to applicable consumer law.

A problem may be considered major or substantial where, for example, the product:

Is unsafe.
Is substantially unfit for its normal purpose.
Cannot be repaired within a reasonable time.
Is significantly different from its description.
Would not have been purchased by a reasonable consumer who knew the nature and extent of the problem.

Additional rights or remedies may apply depending on the circumstances and the consumer law governing the purchase.

We may need to inspect or test the product before confirming the cause of the problem and the appropriate remedy.

Return Costs for Faulty Products

Where a product is confirmed to have a fault covered by applicable consumer law, we will provide return instructions and cover or reimburse reasonable return costs where required by law.

Please contact us before sending a faulty product so that we can provide the correct return method and return address.

If an inspection finds that the product is not faulty and the issue was caused by misuse, accidental damage, unauthorised modification or another excluded cause, we will contact you before arranging any paid repair or charging return postage.

Product Damage and Exclusions

Consumer guarantees do not apply where the problem was caused by unreasonable misuse or damage occurring after delivery.

Examples may include:

Crashes, collisions, jumps or impact damage.
Incorrect assembly or installation.
Unauthorised modifications or incompatible upgrades.
Failure to follow the manufacturer’s instructions.
Neglect, improper maintenance or unsuitable storage.
Normal wear and tear.
Water exposure where the product is not advertised as waterproof.
Use outside the product’s intended purpose or operating limits.
Damage caused by incompatible batteries, chargers or accessories.

The existence of external damage does not automatically determine the outcome of a claim. Each issue will be assessed based on the circumstances and the cause of the problem.

Where damage is not covered, spare parts or repair assistance may still be available for purchase.

Transit and Retail Packaging Damage

Please contact us promptly if the product or any included component was damaged during delivery.

Retail packaging is intended to protect the product during transport. Minor dents, scratches, tears or crushing to the retail packaging alone do not qualify for a refund, replacement or other remedy where:

The product and all included components are complete.
The product itself is undamaged.
The product is safe and fully functional.
The packaging damage does not affect the use of the product.

This does not limit any rights available under applicable consumer law where the product itself or an included component is damaged, faulty, unsafe or otherwise fails to meet a consumer guarantee.

Refunds

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within five business days. Your bank, card provider or payment service may require additional time to display the funds in your account.

For approved change-of-mind returns, the refund will cover the eligible product price. Original delivery charges and change-of-mind return postage are not refundable unless otherwise required by law.

Refunds relating to faulty products will be provided in accordance with the consumer law applicable to the purchase.

Manufacturer Instructions

Please read and follow all manuals, warnings and instructions supplied with the product.

Hobby-grade, high-speed, aerial and technical products require appropriate skill, supervision, maintenance and operating conditions.

Before using an RC, high-speed or aerial product:

Check that all components are installed and secured correctly.
Test controls and safety functions in a safe area.
Confirm that batteries are adequately charged and correctly connected.
Ensure the area is suitable for the product.
Follow all manufacturer operating limits and safety instructions.

Batteries and Chargers

Rechargeable batteries and chargers must be used, charged and stored carefully.

Please:

Never leave batteries unattended while charging.
Charge batteries in a suitable, fire-safe and well-ventilated location.
Use only compatible chargers and charging settings.
Keep batteries and chargers away from children.
Stop using batteries that are swollen, damaged, leaking or unusually hot.
Store batteries safely to prevent short circuits, punctures or heat exposure.
Follow all manufacturer instructions.

Damage caused by incorrect charging, incompatible equipment, unsafe storage or failure to follow battery instructions may not qualify for a remedy where those actions caused the problem.

Australian Consumer Law

For Australian consumers, our goods 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 excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

New Zealand Consumer Guarantees Act

For New Zealand consumers, our goods come with guarantees under the New Zealand Consumer Guarantees Act 1993, where applicable.

These include guarantees that products will be of acceptable quality, safe, durable, fit for their normal or agreed purpose and consistent with their description.

Where a product does not meet an applicable guarantee, you may be entitled to have the problem remedied within a reasonable time. For a failure of substantial character, you may be entitled to reject the product and choose a replacement or refund, together with any other remedy available under applicable law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under New Zealand consumer law.

Contact Us

For return, refund or faulty-product enquiries, please contact:

The Joy Box
Operated by Next Gen Automobiles Pty Ltd trading as The Joy Box
ABN: 84 609 703 791

Email: support@thejoybox.com.au
Online: Through our Contact Us form

Please contact us and obtain return authorisation before sending any product back. Once your return has been approved, we will provide the appropriate return address and return instructions.

Returns sent without prior authorisation, or sent to our business correspondence address, may be delayed or returned to the sender.

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