Refund policy

1. Overview

At Joy of Movement, we’re committed to providing quality products and a positive shopping experience. This policy outlines your rights and our returns process for all purchases made through our store.

2. 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
  • Compensation for any other reasonably foreseeable loss or damage

If a product is not of acceptable quality but does not amount to a major failure, you are entitled to a repair or replacement. We may request photo or video evidence to assess any claim before approving a resolution.

3. Change of Mind

We do not offer refunds for change of mind.

4. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or not as described, please contact us within 7 days of delivery.

To lodge a claim, you must provide:

  • Your order number
  • A description of the issue
  • Clear photo or video evidence

Once approved, we will offer a replacement, repair, or refund in line with Australian Consumer Law.

5. Return Conditions

Approved returns must meet the following:

  • Items must be unused and in original condition
  • All original packaging, tags, and labels must be included
  • Items must be returned within 5 days of approval

Returns sent without prior approval may not be accepted.

6. Non-Returnable Items

The following items are not eligible for return unless faulty:

  • Sale or final sale items
  • Gift cards
  • Custom-made or personalised products
  • Hygiene-sensitive items (e.g. earrings, underwear)

7. Return Shipping

  • Customers are responsible for return shipping costs unless the item is confirmed faulty
  • We recommend using a tracked shipping method, as we are not responsible for lost returns
  • Original shipping fees are non-refundable unless required by law

8. Refunds & Processing

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method
  • Please allow up to 15 business days for processing

We reserve the right to refuse returns that do not meet this policy.

9. Chargebacks & Disputes

If you experience an issue, please contact us first so we can resolve it.

Initiating a chargeback without prior contact may result in the claim being disputed with supporting evidence of this policy.

10. Contact Us

For all return enquiries, please contact: jimsupply@zulu8.com.au