Returns & Warranty Policy
Effective Date: 02/02/26
Last Updated: 02/02/26
This Returns & Warranty Policy applies to all purchases made through joind.com.au (“our website”), including samples ordered online and products purchased via trade invoice.
Joind (“we”, “us”, “our”) complies with the Australian Consumer Law (ACL) and is committed to ensuring our customers are satisfied with their purchase.
1. Australian Consumer Law Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
A replacement or refund for a major failure; and
Compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
This Policy outlines our approach to warranty and returns in addition to your statutory rights.
2. Samples and Custom Products
Many of our products are made to order, custom finished, or cut to specification.
Please note:
Samples purchased via our online store are non-refundable.
Custom, cut-to-size, or special-order items cannot be returned or refunded unless defective or incorrectly supplied.
We recommend reviewing all specifications, dimensions, and finishes carefully before confirming your order.
3. Returns and Refunds (Eligible Products)
We may accept a return or exchange under the following conditions:
The item is faulty, damaged on arrival, or not as described.
The item was supplied in error (incorrect product or quantity).
To initiate a return:
Contact us within 7 days of receiving your order at hello@joind.com.au
We will assess the claim and advise on next steps (repair, replacement, or refund).
Returned items must be:
In their original condition and packaging (unless damaged on arrival).
Accompanied by proof of purchase (invoice or order confirmation).
We reserve the right to reject returns that do not meet these conditions.
4. Shipping Costs for Returns
If a product is deemed faulty, damaged, or incorrectly supplied, Joind will cover the cost of return shipping or arrange collection.
For change-of-mind or customer error returns (if accepted at our discretion), shipping costs are the responsibility of the customer.
5. Warranty
Joind products are manufactured and finished to meet high-quality standards.
Warranty coverage applies to manufacturing defects in materials or workmanship under normal use.
Warranty does not cover:
Damage caused by incorrect installation, misuse, or neglect.
Natural variations in timber grain, colour, or texture.
Normal wear and tear, or changes in surface finish over time.
Issues resulting from use outside intended interior applications.
Warranty periods may vary by product type - please refer to your product documentation or contact us for details.
6. Order Cancellations
Orders for custom or made-to-order products cannot be cancelled once production has commenced.
Requests for cancellation of standard products or samples must be made prior to dispatch and confirmed in writing.
7. Incorrect or Damaged Deliveries
Please inspect your delivery upon arrival.
If items appear damaged or missing, note this on the delivery docket (if applicable) and contact us immediately with photos and details.
Claims made after 7 days of delivery may not be accepted.
8. How to Make a Claim
To lodge a return, warranty, or damage claim, please email:
📧 hello@joind.com.au
Include:
Order or invoice number
Description of the issue
Supporting photos
We will acknowledge your claim within 5 business days and guide you through next steps.
9. Remedies
Depending on the nature of the issue, we will:
Repair or replace the goods; or
Provide a refund; or
Offer store credit (where applicable).
The method of remedy will be determined based on the ACL and the specific circumstances of the claim.
10. Contact Us
For all returns, warranty claims, or product enquiries, please contact:
Joind
Victoria, Australia
Email: hello@joind.com.au
Website: https://joind.com.au