Pillows & Supports

Terms and Policies

Last updated: 26 August 2026

JOY OURS ELDERCARE ADVISORS PTY LTD (ABN 86 689 308 192), trading as Joy Ours (we, us or our), respects the privacy of the individuals we deal with.

This Privacy Policy explains how we collect, hold, use and disclose personal information through joyour.com.au, our showrooms, and our products and services.

We have prepared this Privacy Policy with reference to the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and applicable State and Territory privacy and health records laws. These laws apply to us to the extent required by law.

Nothing in this Privacy Policy limits any rights or obligations that cannot lawfully be limited.

1. When This Privacy Policy Applies

This Privacy Policy applies when you:

visit or use our website;
make an enquiry or request a quotation;
purchase or enquire about our products;
request or participate in a product trial;
arrange delivery, assembly, installation or home modification services;
seek warranty or after-sales support;
visit one of our showrooms; or
otherwise communicate or deal with Joy Ours.

It also applies where we deal with an occupational therapist, allied health professional, aged care or Support at Home provider, NDIS-related representative, family member, carer or other person acting in connection with your enquiry or order.

Where lawful and practicable, you may be able to make a general enquiry without identifying yourself. However, we may need identifying information to prepare a quotation, process an order or payment, arrange a trial, delivery or installation, administer funding or provide other requested services.

2. Personal Information We Collect

Depending on your dealings with us, we may collect:

your name and contact details;
billing, delivery and service addresses;
quotations, orders, invoices and transaction records;
payment method and payment confirmation information;
information contained in enquiries, forms, emails and other communications;
information about an occupational therapist, provider, plan manager, support coordinator, family member, carer or other representative involved in your enquiry or order;
information reasonably required for an NDIS, aged care or other third-party funded transaction, where applicable;
information needed to arrange a trial, delivery, installation or home modification; and
technical information generated when you use our website, such as your IP address, browser, device and website interactions.

Payments made through our website are processed through Shopify and relevant payment services. We do not ordinarily receive or store your complete payment card number or card security code.

Health Information

Because we supply assistive technology, mobility equipment and aged care products, you or someone acting on your behalf may provide information about your health, disability or functional needs.

This may include information about mobility, transfers, positioning, falls, pressure care, continence, cognitive or communication needs, height, weight, body measurements, relevant allied health recommendations, or photographs and measurements of your home where relevant to the product or service requested.

Some of this information may constitute health information. Under the Privacy Act, health information is a form of sensitive information.

We collect health or other sensitive information only where reasonably necessary for our functions or activities and where permitted by applicable law, including with consent where required.

You do not need to provide information that is not relevant to your enquiry. However, if information reasonably required to process your request is not provided, we may not be able to provide the requested quotation, product, trial, delivery, installation or other service.

Where a government-related identifier, such as an NDIS participant number, is provided to us, we will only use or disclose it in circumstances permitted or required by law.

3. How We Collect Personal Information

We may collect personal information:

directly from you through our website, showroom, telephone, email, forms or other communications;
from a family member, carer, support person or other person acting on your behalf;
from an occupational therapist, allied health professional or other referring professional;
from an aged care or Support at Home provider, plan manager, support coordinator, payor or other organisation involved in arranging or paying for your products or services;
through Shopify when you use our website or complete a transaction; and
from payment or other service providers where reasonably required to process your transaction or provide the requested service.

If you provide personal information about another person, you should only do so where you are authorised to provide that information and, where required, have obtained any necessary consent.

4. How We Use Personal Information

We collect, hold and use personal information for purposes reasonably connected with our business and the products or services requested, including to:

respond to enquiries and provide product information;
understand your stated requirements and identify products that may be suitable for consideration;
prepare quotations and process orders and payments;
arrange trials, deliveries, assembly, installation or home modifications;
communicate with authorised professionals, providers, payors or representatives involved in your enquiry or order;
administer third-party funding arrangements;
provide warranty, repair and after-sales support;
manage our accounting, records and business administration;
protect our website, systems and transactions from fraud or misuse;
manage complaints, disputes and legal matters; and
comply with applicable legal and regulatory requirements.

Health or other sensitive information will only be used or disclosed for the purpose for which it was collected, for another purpose permitted by applicable law, with consent where required, or where otherwise authorised or required by law.

5. When We Disclose Personal Information

Where reasonably necessary and permitted by law, we may disclose personal information to:

Shopify and relevant payment service providers;
accounting and business administration service providers;
delivery, freight, installation, repair or home modification contractors;
occupational therapists, allied health professionals and other referring professionals;
aged care or Support at Home providers, NDIS plan managers, support coordinators or other funding-related parties;
family members, carers, support persons or other representatives who are authorised to act for you;
IT, hosting, data storage and other service providers supporting our business;
professional advisers such as accountants, lawyers and insurers; and
government agencies, regulators, courts or law enforcement authorities where required or authorised by law.

Where appropriate, we may ask a person to provide evidence that they are authorised to act for you before we disclose personal information to them.

We seek to limit disclosures to information reasonably necessary for the relevant purpose.

6. Shopify, Network Intelligence and Cookies

Our website is hosted and powered by Shopify. Shopify collects and processes personal information when you visit, interact with or make a purchase through our website in order to provide ecommerce, checkout, payment, security and related services.

We have Shopify Network Intelligence enabled. This allows Shopify to use information from your interactions with our store together with information from your interactions with other Shopify merchants and with Shopify to provide and improve services known as Enhanced Services. These may include personalisation, analytics, advertising, security and other Shopify functionality.

Information about your activity on our website may therefore be shared with Shopify and with third parties used by Shopify to provide these services, including recipients located outside Australia. In connection with Enhanced Services and certain Shopify consumer services, Shopify may process personal information for its own purposes in accordance with the Shopify Consumer Privacy Policy.

Depending on where you are located and the law that applies to you, Shopify may also provide privacy choices relating to its use of your personal information through the Shopify Privacy Portal.

Shopify and our website also use cookies and similar technologies to operate the website and checkout, remember preferences, maintain security, understand website interactions and provide Shopify functionality. You can control some cookies through your browser or available website privacy controls, although disabling certain technologies may affect parts of the website or checkout.

7. Overseas Disclosure

Some of the service providers we use operate internationally or use overseas service providers.

We may therefore disclose personal information to overseas recipients in connection with ecommerce, payment, accounting, cloud infrastructure, technical support and related services.

Based on our current service arrangements, overseas recipients are likely to be located in countries including Singapore, New Zealand, Canada, the United States, the United Kingdom, India and South Africa. These locations may change as our service providers change their service arrangements.

Where applicable privacy law applies to an overseas disclosure made by us, we will comply with the requirements applying to that disclosure.

We do not generally need to provide identifiable customer health information to overseas product manufacturers or suppliers. Where an overseas disclosure is reasonably necessary for an order, warranty or technical support matter, we may make that disclosure where permitted by law.

8. Security and Retention

We hold personal information through our ecommerce, accounting and business administration systems and in ordinary business records and communications.

We take reasonable steps to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. However, no method of electronic storage or internet transmission can be guaranteed to be completely secure.

We retain personal information for as long as reasonably necessary for the purpose for which it was collected, for other purposes permitted by law, or to meet applicable accounting, taxation, warranty, record-keeping, dispute, insurance or legal requirements.

Where required by applicable law, personal information that is no longer required will be destroyed or de-identified.

9. Access and Correction

You may request access to personal information we hold about you or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

We may ask for information reasonably necessary to verify your identity. If another person makes a request on your behalf, we may also require evidence that they are authorised to act for you.

We will deal with access and correction requests in accordance with applicable law. In some circumstances, the law may permit or require us to refuse access to certain information or decline a requested correction. Where required, we will explain our decision and any available complaint mechanism.

10. Privacy Complaints, Changes and Contact

If you have a question about this Privacy Policy, wish to request access to or correction of your personal information, or have a complaint about how we have handled your personal information, please contact:

Privacy Enquiries
JOY OURS ELDERCARE ADVISORS PTY LTD
ABN 86 689 308 192
Trading as Joy Ours

Email: info@joyour.com.au

Melbourne Showroom
67 Hamilton Pl
Mount Waverley VIC 3149
Australia

Adelaide Showroom
33 Raglan Ave
Edwardstown SA 5039
Australia

Please provide enough information for us to understand and investigate your request or complaint. We may request further information where reasonably necessary, including to verify your identity or authority.

We will consider and respond to privacy complaints within a reasonable period having regard to the nature and complexity of the matter.

We may update this Privacy Policy from time to time to reflect changes to our business, systems, practices, service providers or legal requirements. The current version will be published on our website together with its last updated date.

Refund Policy +

Last updated: 27 August 2026

JOY OURS ELDERCARE ADVISORS PTY LTD (ABN 86 689 308 192), trading as Joy Ours (we, us or our), offers change-of-mind returns subject to the conditions below.

Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law (ACL).

1. Change-of-Mind Returns

We may accept a change-of-mind return if:

you contact us within 7 days of delivery or collection;
you provide reasonable proof of purchase;
the product remains unopened in its original undamaged packaging, including any original seal where applicable, with all supplied items intact; and
the product is not excluded under this policy.

Opened, assembled, installed or used products are not eligible for change-of-mind returns. This applies to all products, including personal care, hygiene, bathroom and toileting products.

A 25% restocking fee applies to all approved change-of-mind returns for refund and will be deducted from the product price.

You are responsible for the cost of returning the product. Delivery and other service charges already incurred or relating to services already provided are not refundable, unless otherwise agreed or required by law.

We may agree to an exchange instead of a refund on a case-by-case basis.

2. Non-Returnable Items

The following products are not eligible for return, refund or exchange due to change of mind, even if unopened:

Special Orders – standard products sourced specifically for a customer that Joy Ours does not ordinarily hold as regular stock;
custom-made, made-to-order, made-to-measure, scripted, specially configured or modified products; and
sale, clearance or final-sale products.

These exclusions do not affect any rights you may have under the Australian Consumer Law.

3. Faulty, Damaged or Incorrect Products

The change-of-mind conditions above, including the 7-day period, unopened packaging requirement and 25% restocking fee, do not apply to valid claims under the Australian Consumer Law.

If a product is faulty, damaged, incorrect, not as described or otherwise does not meet an applicable consumer guarantee, please contact us as soon as reasonably practicable.

We may ask for reasonable information or evidence, such as proof of purchase, photographs, videos or a description of the issue, and may need to inspect or assess the product.

Where required under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem. No restocking fee applies to a valid ACL claim.

For large, heavy or difficult-to-return products that are the subject of a claim under the Australian Consumer Law, please contact us before arranging transport. Where required by law, we will arrange or cover the reasonable cost of collection or return.

4. Funded and Third-Party Paid Orders

The same change-of-mind conditions apply to products purchased using NDIS, aged care, Support at Home or other third-party funding, unless otherwise agreed in writing.

Funding approval does not create an additional right to return a product for change of mind.

Where a provider, plan manager or other third party paid for the product, any approved refund may be returned to the original payer or processed in accordance with the applicable funding arrangement.

5. Requesting a Return or Refund

Please contact us before returning a product so that we can review your request and provide return instructions.

Approved change-of-mind returns will be inspected after receipt. If the return meets this policy, the applicable refund will be processed to the original payment method or original payer where practicable, less the 25% restocking fee.

For return, refund or exchange enquiries, please contact:

JOY OURS ELDERCARE ADVISORS PTY LTD
ABN 86 689 308 192
Trading as Joy Ours

Email: info@joyour.com.au

Last updated: 27 August 2026

These Terms of Service (Terms) apply to your use of joyour.com.au (Website) and to products and services supplied by JOY OURS ELDERCARE ADVISORS PTY LTD (ABN 86 689 308 192), trading as Joy Ours (Joy Ours, we, us or our).

Please read these Terms before using our Website, requesting or accepting a quotation, or purchasing products or services from us. By using our Website, placing an order, accepting a quotation or otherwise purchasing products or services from us, you agree to these Terms.

Our Returns & Refund Policy and Shipping & Delivery Policy, together with any specific terms stated in an applicable quotation or order confirmation, form part of these Terms where relevant. Our Privacy Policy explains how we handle personal information.

Nothing in these Terms limits any rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law (ACL).

1. Online Store, Accounts and Website Use

You must be at least 18 years old to place an order or enter into a purchase agreement with us.

You may be able to use our Website and purchase products without creating an account. If you create an account, you are responsible for providing accurate and current information and for keeping your account details and login credentials secure.

You may use our Website only for lawful purposes. You must not use the Website in a way that:

breaches any applicable law or infringes the rights of another person;
introduces viruses, malicious code or other harmful technology;
interferes with the operation or security of the Website;
attempts to gain unauthorised access to the Website, another account or related systems; or
copies, scrapes, extracts or commercially exploits Website content without our permission.

We may restrict or suspend access to the Website or an account where reasonably necessary to protect the Website, our customers or our business, or where these Terms have been materially breached.

2. Products, Information and Suitability

We take reasonable care to ensure that product descriptions, specifications, images and other information on our Website are accurate.

Product colours, appearance, packaging or other non-material details may vary from images or descriptions, including where manufacturers make product updates. Product availability, specifications and ranges may also change from time to time.

Information provided on our Website, in product materials or by Joy Ours is intended to assist you in understanding and comparing products. Where we discuss product features or options with you, we may rely on information provided by you, your representative or an allied health professional.

Product information and assistance provided by Joy Ours do not constitute a medical, clinical or occupational therapy assessment. Where suitability is uncertain, or a product is intended to address a particular clinical or functional need, we recommend obtaining advice from an appropriately qualified occupational therapist or other health professional before purchase.

Nothing in this section limits any rights you may have under the ACL, including where you have made a particular purpose known to us and relied on our skill or judgment.

3. Quotes, Orders, Prices and Payment

A quotation is valid for the period stated in the quotation. Unless otherwise stated, requesting a quotation does not require you to proceed with an order.

A quotation does not itself constitute an order or acceptance of an order by Joy Ours unless the quotation expressly states otherwise.

For orders placed directly through our Website, a binding order is formed when you complete checkout and your order is confirmed.

Where you accept a quotation or otherwise ask us to supply products or services outside the Website checkout, a binding order is formed when we confirm that we will proceed with the supply.

You are responsible for checking the product, quantity, delivery information and other order details before confirming your order. Please contact us promptly if you identify an error.

All prices are stated in Australian dollars (AUD). GST will be included or separately identified where applicable. Delivery, installation or other service charges may apply and will be shown or advised where applicable.

Payment must be made in accordance with the Website checkout, quotation, invoice or other payment terms agreed with us.

If payment has been taken for a proposed order that we do not accept, we will refund the amount paid for the declined order.

Where an order is paid through an NDIS, aged care, Support at Home, plan manager, provider or other third-party funding arrangement, the order may be subject to the approval and administrative requirements of that funding arrangement. Joy Ours does not guarantee that a particular product or service will be approved for funding.

We may require confirmation of applicable funding approval or payment arrangements before accepting or proceeding with a funded order.

4. Cancellations, Special Orders and Subscriptions

If you wish to cancel or change an order, please contact us as soon as possible. We will try to accommodate cancellation or amendment requests where reasonably practicable, but cancellation may not be possible once an order has been processed or dispatched.

A Special Order is a standard product sourced specifically for a customer that Joy Ours does not ordinarily hold as regular stock. Special Orders may not be able to be cancelled once sourcing or processing has commenced. Any specific cancellation conditions applying to a Special Order will be disclosed where applicable before the order is confirmed.

Certain products may be available by subscription. Before you subscribe, the applicable price, delivery frequency and recurring payment arrangement will be displayed or advised to you.

By starting a recurring subscription, you authorise us or our payment provider to charge the applicable subscription amount at the agreed frequency until the subscription is cancelled.

You may cancel or change your subscription for future recurring orders at any time through the subscription management options provided to you or by contacting us. Cancellation will not ordinarily affect a subscription order that has already been processed or dispatched. Further information about changing or cancelling a subscription is available in our Cancellation Policy.

Returns and refunds for products supplied under a subscription remain subject to our Returns & Refund Policy and your rights under the ACL.

5. Shipping, Delivery, Installation and Trials

Orders are processed and delivered in accordance with our Shipping & Delivery Policy. Delivery timeframes are estimates and may vary depending on the delivery location, carrier and circumstances outside our reasonable control.

You are responsible for providing accurate delivery and contact information and for advising us of any access requirements that may reasonably affect delivery or installation.

Where delivery includes assembly, installation, setup, a product trial, home modification or another service, the scope of that service will be as stated in the applicable quotation, booking or other arrangement with us.

You must provide reasonable and safe access to the premises for any agreed delivery, installation or service.

Where a product trial is arranged, any specific trial conditions or arrangements will be advised to you before or at the time the trial is confirmed.

Risk in a product passes to you when the product is delivered in accordance with the agreed delivery arrangements to the agreed delivery address, or collected by you or your authorised representative.

6. Returns, Refunds, Warranties and Consumer Rights

Change-of-mind returns, including applicable eligibility requirements, exclusions and restocking fees, are governed by our Returns & Refund Policy.

Products may also be supplied with a manufacturer or supplier warranty. Any such warranty is additional to, and does not replace or limit, rights available under the Australian Consumer Law.

Our goods and services come with consumer guarantees where the ACL applies. Nothing in these Terms, our Returns & Refund Policy, a manufacturer warranty or any other policy excludes or restricts those rights.

If you believe a product is faulty, damaged, incorrect or otherwise does not meet an applicable consumer guarantee, please contact us so that we can assess the issue and provide an appropriate remedy where required by law.

7. Third-Party Services and Links

Our online store is hosted by Shopify, which provides the ecommerce platform used to operate our Website. Products and services purchased from Joy Ours are supplied by Joy Ours, not Shopify.

Some Website functions, payment methods, delivery services or other features may be provided by third-party service providers. Your use of a third-party service may also be subject to that provider's applicable terms.

Our Website may contain links to third-party websites. These links are provided for convenience or information and do not necessarily mean that we endorse or control the third-party website or its content.

We are not responsible for the operation or content of third-party websites that are outside our control.

Our handling of personal information, including information processed through Shopify and relevant service providers, is explained in our Privacy Policy.

8. Intellectual Property

Unless otherwise stated, the content of our Website, including our name, branding, logos, text, graphics, photographs, videos, page design and other original content, is owned by or licensed to Joy Ours and is protected by applicable intellectual property laws.

You may use the Website and its content for ordinary personal or business purchasing and enquiry purposes.

You must not reproduce, publish, distribute, modify, commercially exploit or otherwise use our Website content without our permission, except where permitted by law.

Third-party product names, trademarks, images and other materials remain the property of their respective owners.

9. Errors, Availability and Liability

Despite reasonable efforts to maintain accurate Website information, errors or omissions may occasionally occur in relation to product descriptions, specifications, prices, availability, promotions, delivery information or other content.

We may correct genuine errors or update Website information when identified. If an error materially affects an order you have placed, we will contact you and, where appropriate, give you the option to proceed on the corrected basis or cancel the affected order. If the affected order is cancelled, amounts already paid for the cancelled products or services will be refunded.

If we are unable to supply a product or service after an order has been confirmed, we will contact you as soon as reasonably practicable to discuss the available options. Depending on the circumstances, this may include an alternative product or service, a revised timeframe, or a refund for the affected product or service.

Nothing in these Terms excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law, or any other liability that cannot lawfully be excluded or limited.

To the extent permitted by law, Joy Ours' liability will be reduced to the extent that any loss or damage was caused or contributed to by your acts or omissions, including misuse, unauthorised modification, failure to follow applicable instructions, or inaccurate or incomplete information provided to us where that information was relevant to the product or service supplied.

Subject to the above and to the maximum extent permitted by law, Joy Ours will not be liable for any indirect or consequential loss of a commercial or economic nature, including loss of profit, revenue, business opportunity, goodwill or business interruption.

Subject to the above and to the maximum extent permitted by law, where an amount is payable for the relevant product or service, Joy Ours' aggregate liability for claims arising from or in connection with that product or service will not exceed the amount paid or payable to Joy Ours for the relevant product or service.

10. General Terms and Contact

We may update these Terms from time to time by publishing revised Terms on our Website.

Changes apply to future use of the Website and to orders or subscriptions entered into after the effective date of the updated Terms. They do not retrospectively vary an order or subscription already accepted unless the variation is agreed with you or otherwise permitted by law.

If a specific term in a quotation or order confirmation that has been expressly agreed with you conflicts with these Terms, the specific agreed term will apply to the extent of that conflict, subject to applicable law.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

These Terms are governed by the laws of Victoria, Australia, and the parties submit to the courts and tribunals having jurisdiction in Victoria, subject to any rights you may have to bring a claim in another jurisdiction under applicable law.

For questions about these Terms, please contact:

JOY OURS ELDERCARE ADVISORS PTY LTD
ABN 86 689 308 192
Trading as Joy Ours

Email: info@joyour.com.au

Melbourne Showroom:
67 Hamilton Pl
Mount Waverley VIC 3149
Australia

Adelaide Showroom:
33 Raglan Ave
Edwardstown SA 5039
Australia

Shipping Policy +