JoyPicks Buyer Protection

Last updated: 5 October 2026

At a glance

• Who is covered: eligible orders placed on joypicks.com.
• Seller of record: HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, Melbourne, Victoria, Australia. Today all products on JoyPicks are sold by us unless a listing clearly names an independent seller.
• Item not received claims: from the latest estimated delivery date until 30 days after that date.
• Item not as described or faulty claims: within 30 days of delivery.
• Cost to you for valid faulty, damaged, wrong or not as described claims: no return cost to you.
• Contact: [email protected].

JoyPicks Buyer Protection helps you get a refund, replacement, repair or another appropriate remedy if an eligible order does not arrive or arrives faulty, damaged, wrong or not as described.

JoyPicks is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. We are based in Melbourne, Victoria, Australia and are the seller of record for products sold on JoyPicks unless a product listing clearly names an independent seller. Today all products are sold by us. We handle customer service, delivery problems, returns and refunds. Emails are usually answered within one business day.

Buyer Protection is in addition to your legal rights. It does not replace or limit rights you may have under applicable consumer law, including the Australian Consumer Law, the EU legal guarantee of conformity, the UK Consumer Rights Act 2015 and New Zealand's Consumer Guarantees Act. See our Returns Policy, Shipping Policy and Terms of Service for more information.

What does Buyer Protection cover?

When is an item not received covered?

Your order is covered if:

• it has not arrived by the latest estimated delivery date shown for the order
• 30 business days have passed since ordering and the parcel has still not arrived
• tracking shows the parcel was lost in transit
• tracking shows the parcel was returned before delivery without your agreement

Delivery times are estimates, not guarantees. Orders are usually dispatched within 1-5 business days and usually arrive within 7-20 business days of ordering. Remote destinations, customs checks, public holidays and peak periods can add time. Tracking is emailed when the order is dispatched. If a valid item not received claim is confirmed, we will send a replacement or issue a full refund.

When is an item not as described covered?

Your order is covered if the item you receive is significantly different from the listing or has a problem that was not disclosed. Examples include:

• you received a different item, style, model, size or colour from what you ordered
• the item is faulty, damaged or does not work as it should
• parts, accessories or items described in the listing are missing
• the condition is materially different from what was described
• the item was damaged in transit

If your item is faulty, damaged, wrong or not as described, you are covered at no cost to you. Depending on the circumstances, we may arrange a repair, replacement, full refund or another suitable remedy. If a return is needed, we will pay the return cost or tell you that you do not need to return the item.

What is not covered by Buyer Protection?

• change-of-mind returns outside our standard Returns Policy
• items damaged after delivery because of misuse, improper care, alteration or accident
• minor non-material differences, such as slight colour variation caused by screen settings or normal manufacturing variation
• delivery delays caused only by customs checks, peak periods, public holidays or remote routes where the parcel is still in transit and within the delivery estimate
• orders delivered to the address entered at checkout where the address provided was incorrect or incomplete
• claims made after the Buyer Protection claim window has closed, although statutory rights may continue beyond that window
• problems caused by refusing to pay import duties, taxes or handling fees that are the buyer's responsibility in countries where we do not collect them

Buyer Protection also does not create extra change-of-mind rights for hygiene-restricted or custom-made items. Under our Returns Policy, the following are not returnable for change of mind: underwear, swimwear and lingerie where the hygiene seal has been removed after delivery, pierced earrings, and items made to your specification. However, faulty, damaged, wrong or not as described items are still covered.

What are the claim windows?

• Item not received
  When to claim: From the latest estimated delivery date until 30 days after that date
• Item not as described, faulty, damaged or wrong item
  When to claim: Within 30 days of delivery

If you discover a problem after these Buyer Protection windows, contact [email protected]. Buyer Protection may no longer apply, but your statutory rights may still entitle you to a remedy.

How do I open a Buyer Protection claim?

1. Email us. Send your claim to [email protected] with your order number. Please use a clear subject line such as Buyer Protection claim - item not received or Buyer Protection claim - item not as described.
2. Explain the problem. Tell us what happened and what outcome you are seeking, such as a refund, replacement or repair.
3. Send evidence if relevant. For damaged, faulty, wrong or not as described items, include photos or video of the item, packaging, shipping label and the issue. For delivery problems, include any tracking information or delivery notices you have.
4. We review the claim. We handle the claim directly. To investigate, we may also contact the supply partner that dispatched the item.
5. We resolve it. If the claim is valid, we will provide the appropriate remedy under Buyer Protection and any applicable consumer law.

We may ask you for more information before making a decision.

What outcomes can I receive?

If your claim is accepted, the outcome may be:

• a full refund of the amount paid for the item
• a replacement item at no extra cost
• a repair, where appropriate
• a partial refund if you agree to keep the item

Delivery is free to every country we ship to, so there is usually no original delivery charge to refund. Refunds are made to the original payment method only, in the currency paid. Once issued, they usually appear within 3-10 business days.

• Item not received
  What we do: Replacement or full refund
  Who pays return postage: No return needed
• Faulty, damaged, wrong or not as described
  What we do: Repair, replacement, full refund or partial refund as appropriate
  Who pays return postage: We pay, reimburse reasonable tracked return postage, or tell you no return is needed
• Change of mind within the returns policy
  What we do: Refund of item price after return and inspection under the Returns Policy
  Who pays return postage: Buyer pays

Do I need to return the item?

Sometimes yes. Sometimes no.

We may ask you to return the item before completing a refund or replacement, especially if the issue needs inspection. If a return is required for a valid Buyer Protection claim:

• we will give you return instructions
• we will pay the return cost, reimburse reasonable tracked return postage, or tell you that no return is needed
• you should follow our instructions and keep proof of postage

Please do not send an item back without contacting us first. The return address may be different from the dispatch location and may be overseas.

What are my responsibilities?

• give accurate, complete and honest information
• contact us within the relevant claim window
• respond to reasonable requests for information
• keep the item, packaging, tags and labels until the claim is resolved where possible
• if we ask for a return, package the item carefully and use tracked postage if instructed
• tell us if you have already opened, or plan to open, a card chargeback or PayPal dispute for the same problem

We may refuse a claim, reverse a remedy where permitted by law, or restrict accounts that misuse Buyer Protection or provide false or misleading information.

How does Buyer Protection work with statutory rights?

Our Buyer Protection promise

Buyer Protection gives you a clear process and claim windows for common order problems on JoyPicks.

Your consumer law rights

Your statutory rights apply separately and may continue beyond Buyer Protection claim windows. Nothing in this page limits rights you have under applicable law. If your item is faulty, unsafe, not of acceptable quality, not as described or otherwise breaches consumer law, you may be entitled to a remedy even after the Buyer Protection window ends.

How does Buyer Protection relate to shipping, taxes and separate parcels?

Buyer Protection works alongside our Shipping Policy, Returns Policy, Payments page and Privacy Policy.

• We deliver to 222 countries and territories shown in the site's Ship to list. We do not deliver to mainland China, Hong Kong, Macau, Taiwan, Russia, Belarus, North Korea, Iran, Syria or Cuba.
• Delivery is free, with no minimum spend.
• Multiple stores on JoyPicks may result in separate parcels arriving at different times.
• In the United States and in most other countries outside the places where we collect tax at checkout, customs may charge import duties, taxes or handling fees on delivery. These are the buyer's responsibility.
• If a carrier asks you to pay VAT or GST again on an order where it was included in the price, contact us before paying.

How are Buyer Protection refunds paid?

Orders on JoyPicks can be paid only by Visa, Mastercard and American Express cards processed by Stripe, Apple Pay and Google Pay on supported devices via Stripe, and PayPal. We do not offer buy now, pay later or instalment services. We do not accept bank transfer, cash, cheque, cryptocurrency or third-party gift cards. Payment is taken when the order is placed.

Any Buyer Protection refund is sent to your original payment method in the currency paid. We never store full card numbers; card payments are processed by Stripe, which is PCI DSS certified.

How can I contact you about Buyer Protection?

Email [email protected] for customer service, orders, returns, privacy, intellectual property, seller enquiries or Buyer Protection claims. Please use a clear subject line so we can route your message quickly.

For more help, see Help Centre, Contact Us and About Us.

If JoyPicks ever stops trading, HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks remains responsible for orders already placed, refunds and claims.