Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be either faulty or damaged upon receipt, in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not offer returns or refunds for change of mind.

To start a return, you can contact us at hello@joeyandgrace.com.au. Please note that returns will need to be sent to the following address: Joey and Grace, Parcel Collect 1028710063, 72a Doncaster Road, Balwyn North VIC 3104.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@joeyandgrace.com.au

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@joeyandgrace.com.au.

12-Month Return Warranty Policy

At Joey and Grace, we’re committed to delivering high-quality, dependable products that support busy parents every day. We stand behind the craftsmanship and durability of our nappy backpacks — and we want you to feel confident in your purchase.

What Our Warranty Covers

Our 12-month warranty covers manufacturing defects in materials and workmanship under normal, everyday use. This includes:
• Faulty zippers, straps, or hardware
• Seams coming apart
• Fabric tearing or fraying prematurely (not due to external damage)
• Structural issues affecting intended function

What’s Not Covered

This warranty does not cover damage caused by:
• Normal wear and tear
• Accidental damage, misuse, or improper care
• Exposure to extreme elements (e.g. water damage, heat)
• Cosmetic changes that do not affect functionality

How to Make a Warranty Claim

If you experience a problem with your backpack within 12 months of purchase:
1. Contact Us at hello@joeyandgrace.com.au with your order number, a description of the issue, and clear photos showing the fault.
2. Our team will review your claim and respond within 2–5 business days.
3. If approved, we’ll offer a replacement, repair, or refund, depending on the nature of the fault and availability of stock.

Proof of Purchase

To process a claim, we require proof of purchase (e.g., order confirmation or receipt).

Replacements

If a direct replacement is unavailable, we’ll offer an updated version or a product of equal value.

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