Last updated: 23/12/2025

At Joey Nest, we take pride in delivering thoughtfully curated and beautifully packaged gifts. This policy outlines how cancellations, returns, and refunds are handled in accordance with Australian Consumer Law (ACL).

Order Cancellation

You may request to cancel your order within 48 hours of placing it, provided that production or customisation has not yet commenced.

If approved, refunds will be processed to your original payment method within 3–5 business days, subject to your bank or payment provider’s processing time.

Once an order has entered production or personalisation, it can no longer be cancelled unless required under Australian Consumer Law.

Returns – Change of Mind

We offer a 30-day return window from the date of delivery for eligible items.

To be eligible for a change-of-mind return:

  • The item must be unused, undamaged, and in its original packaging

  • Proof of purchase is required

Non-returnable items (Change of Mind)

The following items are not eligible for return or refund for change of mind:

  • Customised or personalised products (including engraved, printed, or made-to-order items)

  • Gift hampers that have been opened or partially used

  • Health or personal care items

  • Sale or discounted items

Returns Under Australian Consumer Law

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

You are entitled to a refund, replacement, or repair if a product:

  • Is faulty or defective

  • Is significantly different from its description

  • Is not fit for its intended purpose

If a fault is minor, we may offer a repair or replacement instead of a refund.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 72 hours of delivery, including photos and your order number.

📧 admin@joeynest.com.au

We will assess the issue and arrange a replacement or refund where appropriate.

Refund Processing

Once a return is received and inspected, we will notify you by email of the outcome.

If approved:

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on your payment provider

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your credit card provider

  3. Contact your bank (processing delays may apply)

If the issue persists, please contact us at admin@joeynest.com.au.

Exchanges

We only offer exchanges for items that are faulty or damaged.
Exchanges are subject to stock availability.

Gifts

If an item was marked as a gift and shipped directly to the recipient:

  • An approved return may be issued as store credit

If the order was not marked as a gift:

  • The refund will be issued to the original purchaser

Return Shipping

For change-of-mind returns:

  • Return shipping costs are the responsibility of the customer

  • Original shipping fees are non-refundable

We recommend using a trackable shipping service for returns. Joey Nest is not responsible for items lost in transit.

Contact Us

For all refund or return enquiries, please contact:

📧 admin@joeynest.com.au