Return & Refund Policy for Home Furniture

Last updated on 30 March 2024

Thank you for shopping with Jojo! We appreciate that you’re looking to buy the cool stuff we love to build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our furniture.

As with any shopping experience, there are terms and conditions that apply to transactions at Jojo Space. By placing an order or making a purchase at Jojo Space, you agree to the terms set forth below along with Jojo Space’s policies and Terms of Use. This policy hereof applies only to the products in the category “Home Furniture”.

7-Day Return Policy

We truly believe you will love the furniture that you purchase from Jojo Space. That is because we spend tremendous effort to ensure that they are designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for products, however, these limits will always be subject to your statutory rights.

The Return

Returns are to be made within 7 days of the date you received the product. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:

  1. There is a 20% restocking fee (for Sydney/Melbourne/Brisbane metro postcodes) and 30% restocking fee (for all other postcodes, including Western Australia) charged per ‘line total price’ of the returned item in your Tax Invoice; this fee is deducted from your refund.
  2. All delivery and handling fees are not refunded.
  3. Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. Products returned must be in ‘as-new’ condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
  4. Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional 20% repackaging fee per item will be charged for returned items without its original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
  5. We are unable to accommodate returns / exchanges / refunds for the following items:
    • Any item marked as ‘Sale’ , ‘Clearance’ or specified as on ‘Final Sale’
    • Any form of display items
    • Any item described as ‘Made to Order’ or ‘Customised’ items
    • Any item that we do not carry in stock but we need to import it for your order
    • All mattresses and personal items
    • Seasonal products
    • Gift cards
    • Items assembled or installed by us or our contractors upon delivery
  6. We do not provide or pay for courier for return. You will need to arrange the shipping. You can drop the item off in the nearest warehouse. You will be responsible for the shipping costs, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.

Faults and damages

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. It must be done within 3 days of receiving your delivery.

If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible. It must be done within 3 days of receiving your delivery.

We will try to repair your item first. If that cannot be fixed, we will give you a replacement of the same or an upgraded item. If replacement is not possible due to item not in stock, we will issue you a full or partial refund.

Refund

When processing any refund, the money will be returned to you in the same way that you pay, cash to cash, credit card to credit card. We will not refund the money charged by our credit card processing facility as we do not take that money, and the processing facility will not return that money to you or us. For example, if the credit card processing facility charges 1% and you spend $100, you will be returned $99. The credit card processing facility will still keep the $1 processing fee.

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