Refund & Returns Policy

Refund & Returns Policy

Last updated: 3 October 2026

We want you to be happy with your Jojolopa purchase. This policy explains our voluntary change-of-mind returns process and how we handle faulty, damaged, or incorrect items. It applies in addition to your rights under Australian Consumer Law (ACL), where applicable.

1. 30-Day Change-of-Mind Returns

• We offer a voluntary change-of-mind return period of 30 days from delivery for most eligible items.
• Items must be unused and in original condition, with original packaging and included accessories where applicable.
• Change-of-mind return shipping is paid by the customer. We recommend using tracked postage.
• Refunds are issued to the original payment method after the returned item has been received and inspected.
• Original shipping charges are generally non-refundable for change-of-mind returns unless required by law.

2. Faulty, Damaged, or Incorrect Items

If an item arrives damaged, is faulty, or is not what you ordered, please contact us as soon as reasonably possible at contact@jojolopa.com with your order number and details of the issue. Photos or video may help us assess the problem.

• We will provide return or other instructions appropriate to the issue.
• Where a return is required because of a fault, damage, incorrect item, or another issue covered by Australian Consumer Law, we will handle reasonable return costs as required by law.
• Depending on the circumstances and your legal rights, the available remedy may include a repair, replacement, refund, or compensation.

Australian Consumer Law notice: Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. For example, where goods have a major failure, you may be entitled to a refund or replacement and compensation for reasonably foreseeable loss or damage. For a non-major failure, you may have a right to have the goods repaired or replaced. Your rights depend on the circumstances of the issue and are not limited by the voluntary return conditions in this policy.

3. Items We May Not Accept for Change-of-Mind Returns

Some products may not be eligible for a change-of-mind return where the nature of the product makes this appropriate, including products that are personalised, opened hygiene-sensitive goods, or other items where a return would be restricted by law or clearly identified on the product listing.

This does not limit any rights you have under Australian Consumer Law for faulty, unsafe, defective, or incorrectly supplied goods.

4. How to Start a Return

1. Email contact@jojolopa.com or WhatsApp +61 432 892 950 with your order number and the reason for the return.
2. We will provide the appropriate return instructions and return address. Please do not send an item to our business contact location unless we specifically instruct you to do so.
3. Pack the item securely and include the relevant original contents where applicable.
4. Once the return is received and assessed, we will process the applicable refund, replacement, repair, or other remedy.

5. Refund Amounts & Timing

• Faulty, damaged, or incorrect items: remedies and any applicable shipping reimbursement will be handled in accordance with Australian Consumer Law and the circumstances of the order.
• Change of mind: where eligible, the product price is refunded after the item is received and assessed. Original shipping is generally non-refundable.
• A refund may be adjusted where a returned change-of-mind item is not in the required condition, except where the adjustment would be inconsistent with your legal rights.
• Once we approve a refund, bank or payment-provider processing may take additional business days before the funds appear in your account.

6. Order Cancellations

If you want to cancel an order, contact us as soon as possible. We will try to stop an order before it is dispatched, but cancellation may not be possible once processing or dispatch has occurred. If an order cannot be fulfilled, we will notify you and provide an appropriate refund.

7. International Returns

International customers may use the applicable return process described above. Please contact us before sending an international return so we can provide the correct return address and instructions. Return shipping for eligible change-of-mind returns is generally the customer’s responsibility. Customs requirements may apply to returned goods.

8. Contact

For returns and refund enquiries:
Email: contact@jojolopa.com
Phone/WhatsApp: +61 432 892 950
Business location: Mowbray TAS 7248, Australia