Product Safety & Recalls

Last updated: 5 October 2026

At a glance

• JoyPicks is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, based in Melbourne, Victoria, Australia.
• Today all products on JoyPicks are sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, unless a listing clearly names an independent seller as the seller of record.
• Report product safety concerns to [email protected] with the subject line Product safety.
• If a product is unsafe, recalled, faulty, wrong or not as described, we will arrange an appropriate remedy at no cost to the buyer.
• This page does not limit any rights or remedies you have under consumer law.

Your safety comes first. Every product sold on JoyPicks must be safe and must meet the product safety laws and standards that apply to it, whether it is sent from within your country or from overseas.

This page explains the safety rules that apply to products sold on JoyPicks, how recalls are handled, and how you can report an unsafe product. It should be read together with our Returns & Refunds Policy, Shipping Policy, Buyer Protection, Terms of Service and Prohibited & Restricted Items policy.

JoyPicks is operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, based in Melbourne, Victoria, Australia. Unless a listing clearly names an independent seller as the seller of record, the seller of the product is HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. Today all products on JoyPicks are sold by us.

Product safety questions, reports and recall enquiries can be sent to [email protected] with the subject line Product safety. Emails are usually answered within one business day.

What product safety laws apply?

Product safety is regulated under the consumer laws and product safety rules that apply in the relevant countries, with the relevant regulators responsible for enforcement.

Key requirements can include:

• Mandatory safety standards for design, construction, performance, testing or labelling.
• Mandatory information standards for warnings, instructions, fibre content, care labelling or other product information.
• Bans on products that are unsafe, either permanently or temporarily.
• Recalls where an unsafe product must be removed from sale and buyers must be offered a remedy or safety action.

Other laws may also apply depending on the product and destination country, including electrical safety laws, gas safety laws, therapeutic goods laws, food standards, chemical restrictions, flammability rules and age-based restrictions.

For Australia, current mandatory standards, bans and recalls are published at productsafety.gov.au. Buyers should also check the product safety and recall websites of their own country where relevant.

How does JoyPicks work?

JoyPicks is an international online fashion marketplace operated by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. Every product is sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks unless a listing expressly states that an independent seller is the seller of record. The stores on JoyPicks group the range of our supply partners, which are clothing manufacturers and wholesalers, mainly in China, and orders are sent directly to buyers by the relevant supply partner.

The contract of sale is with HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks. We handle customer service, delivery problems, returns, refunds and safety-related enquiries for products we sell.

This means safety obligations apply both to us as seller of record and to the supply partners that source, pack or dispatch products for us. We may require compliance information from those supply partners before or after a product is listed.

What safety requirements apply to products sold on JoyPicks?

All products offered on JoyPicks must be lawful and safe for sale in their intended markets. In particular, products must:

• comply with applicable mandatory safety standards, information standards, labelling rules and warning requirements
• not be banned, subject to a current stop-sale notice, or subject to a recall unless the recall has been fully addressed and the product can lawfully be supplied again
• be accurately described on the listing, including any age grading, sizing, material information, safety limitations or supervision requirements
• include any instructions, warnings, safety notices and care information required by law
• meet any applicable product-specific rules, for example for children's products, toys, textiles, electrical items, batteries, cosmetics, jewellery or protective equipment
• be packaged in a way that is suitable for safe transport

We may refuse, suspend or remove any listing that we believe is unsafe, unlawfully described, banned, recalled or otherwise non-compliant. We may also cancel an order and refund it in full before dispatch if a safety or compliance issue is identified before dispatch, or if a price or product detail is obviously wrong.

What compliance evidence may be required?

We may ask for evidence that a product complies with applicable law and our policies. Depending on the product, this may include:

• test reports from an appropriately qualified laboratory
• declarations of conformity or compliance
• certificates, technical files or safety data
• photos of labels, warnings, packaging and instructions
• details of the manufacturer, batch or model number and production dates

If requested, compliance evidence must be provided promptly. If it is not provided, or if it appears inadequate, we may remove the listing, stop sales, contact affected buyers and take any other step reasonably necessary to protect customers and comply with the law.

Which products are not allowed?

Some items are not allowed on JoyPicks at all, and some may be restricted depending on destination, material, age suitability or safety certification. Please see our Prohibited & Restricted Items policy and Seller Terms for more detail.

What do we do when we identify a safety risk?

• We set product safety requirements for products sold on JoyPicks.
• We may review listings before or after publication and may ask for compliance evidence.
• We monitor reports from buyers, supply partners, regulators and public recall databases.
• We may remove or block listings that appear unsafe, recalled, banned or non-compliant.
• We co-operate with relevant regulators and law enforcement where required by law.
• Where a product sold on JoyPicks may create a safety risk, we may contact affected buyers with instructions, warnings or recall information.

Our review of a product or listing does not amount to a certification that the product is safe or compliant in every country. Buyers should always read listing information, warnings, instructions and care labels before use.

How are recalls handled?

If a product sold on JoyPicks is recalled, or we reasonably believe a recall or urgent safety action may be required, we may take one or more of the following steps:

1. remove or suspend the affected listing from sale
2. stop dispatch of undelivered orders where possible
3. identify affected orders and contact buyers using the contact details provided with the order
4. give buyers information about the hazard, the affected product, how to identify it and what to do next
5. arrange the remedy required by law or by the recall notice, usually a refund, repair, replacement or stop-use instruction at no cost to the buyer
6. provide information to regulators or other authorities where required by law

If you have a recalled product, stop using it straight away and follow the instructions in the recall notice. If the recall asks you to return, dispose of or photograph the product, please follow those instructions carefully so we can process the remedy quickly.

For products sold by HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks, recall remedies are handled by us. If a listing is ever sold by an independent seller, that seller is the seller of record and must provide the remedy set out in the recall, but our Buyer Protection still applies if the seller does not do so.

What remedy will I get if a product is unsafe, faulty or recalled?

• Unsafe or recalled product
  What we do: Refund, repair, replacement or other remedy required by law or the recall notice
  Who pays return postage: We pay, or we may tell you that return is not required
• Faulty, damaged, wrong or not as described item
  What we do: Repair, replacement or refund
  Who pays return postage: We pay, or we may tell you to keep or dispose of the item
• Safety concern reported and under investigation
  What we do: We may pause sales, contact you for information and decide the appropriate remedy once reviewed
  Who pays return postage: We will explain any return steps before you incur costs

If a product is faulty, damaged, wrong, unsafe or not as described, it is covered at no cost to the buyer. Depending on the circumstances and the law that applies, the remedy may be a repair, replacement or refund.

Refunds are made to the original payment method in the currency paid. Once issued, they usually appear within 3 to 10 business days.

How do I report an unsafe product?

If you think a product on JoyPicks is unsafe, does not meet a mandatory standard, has inadequate warnings, or may have been recalled, please tell us as soon as possible.

1. Email [email protected] with the subject line Product safety.
2. Include the listing link or your order number.
3. Describe the safety concern clearly, including what happened, when it happened and who was using the product.
4. Attach photos or video if possible, including the product, packaging, labels, warnings and any damage.
5. If someone was injured or became ill, tell us that in your message.

We review safety reports as a priority and may temporarily remove a listing while we investigate.

In an emergency, contact your local emergency service immediately. For poisoning or suspected button or coin battery ingestion, contact your local poisons information service and seek urgent medical help immediately.

Button and coin batteries: special warning

Button and coin batteries can cause severe internal burns, serious injury or death if swallowed or inserted into the body. Keep new and used batteries out of reach of children. Check that battery compartments are secure. If you suspect a battery has been swallowed or inserted, seek urgent medical help immediately.

Your statutory rights

Statutory rights apply in addition to our policies. Nothing in this page limits rights you may have under applicable consumer laws, including the Australian Consumer Law, New Zealand's Consumer Guarantees Act, the UK Consumer Rights Act 2015, or the 2-year legal guarantee of conformity in the EU where applicable.

For general information about returns and refunds, please read our Returns & Refunds Policy. For delivery issues, see our Shipping Policy. For purchase protection timeframes, see our Buyer Protection policy.

Country-specific points

JoyPicks delivers to 222 countries and territories shown in the site header's Ship to list. We do not deliver to mainland China, Hong Kong, Macau, Taiwan, Russia, Belarus, North Korea, Iran, Syria or Cuba.

Safety, labelling and recall rules can differ by country, and some products may be removed or restricted for some destinations for compliance reasons.

If a translation of this page differs from the English version, the English version applies to the extent the law allows.

How can I contact you?

HYGGO PTY LTD (ABN 26 680 569 653), trading as JoyPicks

Melbourne, Victoria, Australia

Email: [email protected]

You may also find these pages helpful: About Us, Contact Us, Help Centre, Payments, Terms of Service, Privacy Policy, Cookie Policy, IP Policy, Review Guidelines and Sell on JoyPicks.