Return and Refund Policy

Last updated: 28 October 2026

Jool is operated by Tal Nir, a sole trader in NSW, Australia, ABN 86 961 367 449.

Contact: hello@jool.com.au

Change-of-mind returns

We do not accept returns or exchanges for change of mind. This does not affect your rights under Australian Consumer Law if a product is faulty, damaged, unsafe or does not match its description.

Cancellations before dispatch

You may cancel a delivery order by emailing hello@jool.com.au with your order number before it is dispatched. If your cancellation request is received before dispatch, we will refund the order, including delivery charges.

For pickup orders, please contact us to request cancellation. This does not limit any cancellation rights you have under Australian Consumer Law.

Damaged, incorrect or faulty products

If there is a problem with your order, email hello@jool.com.au with your order number or other proof of purchase and a description of the issue. Please include photos where possible to help us assess it.

For a major product failure, you may choose a refund or replacement. For other failures, we will provide the remedy required by Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable loss or damage.

We do not provide a remedy for damage caused by incorrect handling or storage after receipt, unless otherwise required by law.

Returning products

Please contact us before sending food back so we can explain any assessment or return arrangements. Original packaging is not required to claim a remedy under Australian Consumer Law.

If we confirm a product is faulty, we will reimburse reasonable return postage costs.

Refunds

Refunds will be issued to the original payment method unless otherwise agreed.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.