Refund policy
This policy explains how returns, refunds and warranty claims work for orders from F&A Home & Kitchen (Frank And Andy Trading Pty Ltd, ABN 15617373323).
Your rights under the Australian Consumer Law
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.
Faulty, damaged or wrong items
- Contact us with your order number, a short description and a photo or video of the problem.
- We'll arrange the return. You won't pay to send back an item that is faulty, damaged in transit or not what you ordered.
- For a major failure, you can choose a refund or a replacement. For other problems, we'll repair or replace the item, or refund you.
Change of mind
If you change your mind, you can return an item within 14 days of delivery, as long as it:
- is unused and in the condition you received it;
- comes back with its original packaging, accessories and manuals; and
- comes with your order number or proof of purchase.
For hygiene reasons, we can't accept change-of-mind returns of items that have been used.
Please contact us before sending anything back, and we'll give you the return address and instructions. You pay the return shipping, and we're happy to help you find a discounted rate. Items sent back without contacting us first may not be accepted.
Once the item arrives and we've checked it, we'll refund the price you paid for it. The original shipping charge isn't refunded for change-of-mind returns.
Pre-orders
You can cancel a pre-order for a full refund at any time before it ships.
How refunds are paid
Refunds go back to your original payment method. We'll email you when your refund has been processed. Your bank may take a few business days to show it.
Our warranty
Appliances bought from us, or Australian-model Joyoung appliances bought from our retail partners, come with a 1-year warranty from Frank And Andy Trading Pty Ltd, starting from the date on your invoice. This warranty is in addition to your rights under the Australian Consumer Law.
- Covered: faults in materials or workmanship under normal household use.
- Not covered: damage caused by misuse, accidents, incorrect cleaning or maintenance, or commercial use; and appliances that aren't Australian models.
- How to claim: use the warranty request form on our website, or contact us, with your order number or proof of purchase and a description, photo or video of the problem. No registration is needed.
- Costs: for a valid claim, we cover the repair or replacement and the postage. If the problem was caused by misuse, it isn't covered by this warranty, and you pay for postage both ways, parts and repairs.
Contact us
F&A Home & Kitchen, Frank And Andy Trading Pty Ltd, ABN 15617373323
16/114-118 Merrindale Dr, Croydon South VIC 3136
Phone: +61 406 198 737
Email: customerservice@shopjoyoung.com.au
Monday to Friday 10am–5pm, Saturday 11am–3pm
Last updated: 11 November 2026