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.

Upon Delivery

We recommend that you inspect 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 but is not required to exercise your rights regarding a faulty product under the Australian 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 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 the Australian 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.

Faulty, Damaged or Incorrect Products

Our products come with automatic guarantees under the Australian Consumer Law. 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.

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 Australian Consumer Law.

For a minor problem, we may choose to:

Repair the product within a reasonable time.
Provide an appropriate replacement.
Offer another suitable remedy.

For a major problem, you may be entitled to choose between:

A replacement.
A refund.

A problem may be major where, for example, the product is unsafe, is substantially unfit for its normal purpose, cannot be repaired within a reasonable time or is significantly different from its description.

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 the Australian 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.

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 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 using 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 Packaging Damage

Please contact us promptly if the product itself was damaged during delivery.

Minor dents, scratches or crushing to retail packaging may occasionally occur during transport. Packaging damage alone may not qualify for a remedy where the product and all components are complete, undamaged and fully functional.

However, this does not affect your rights where the condition of the packaging was a material part of the purchase, the product was purchased as a collectible, or the product itself was damaged.

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.

For a major failure covered by the Australian Consumer Law, any refund will be provided in accordance with your legal rights.

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

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.

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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