Refund policy

Last updated: 29 August 2026

We want you to be confident buying JOISTR. This policy is in addition to any rights that cannot be excluded under the Australian Consumer Law, the UK Consumer Rights Act and other mandatory consumer law that applies to your purchase.

Change-of-mind returns

Contact SUPPORT@JOISTR.STORE within 30 days of delivery if you wish to request a change-of-mind return.

To qualify, the product must be unused, unworn, unwashed, undamaged and returned with all straps, components and original packaging. Do not wear the product on a jobsite before deciding whether to return it. We may refuse a change-of-mind return where the product shows use, dirt, wear, alteration or damage.

Email us before sending anything. We will provide return instructions and the approved return address. Unauthorised returns may be refused. Unless required otherwise by law, the customer pays change-of-mind return postage and any upgraded delivery charge is non-refundable.

United Kingdom cancellation right

UK consumers buying online may cancel eligible orders by notifying us within 14 days after delivery, then return the goods within a further 14 days. You may inspect the product as you would in a shop, but a deduction may be made for handling beyond what is necessary to establish its nature, characteristics and function. Mandatory statutory exceptions continue to apply.

Faulty, damaged, incorrect or not-as-described products

If your order arrives damaged, faulty, incorrect or materially different from its description, email SUPPORT@JOISTR.STORE with your order number and clear photos. We will assess the issue and provide the remedy required by applicable consumer law, which may include repair, replacement or refund. Where the product is confirmed faulty, we will cover or reimburse reasonable return costs as required by law.

Sale pricing does not remove statutory rights. Australian consumer guarantees and UK consumer rights continue to apply to discounted products.

Refund processing

Approved refunds are sent to the original payment method. After approval, allow approximately 5–10 business days for your bank or payment provider to display the funds. Statutory refund timeframes apply where they provide an earlier deadline.

Exchanges

We do not guarantee direct exchanges. Where an exchange is approved, availability cannot be reserved until the returned product is received. We may instead issue a refund so you can place a new order.

Questions: SUPPORT@JOISTR.STORE