Refund policy

Refund & Returns Policy (Australia)

Last updated: 23 July 2026

Our Commitment

We want you to love your purchase. If something isn’t right, we’ll work with you to fix it in line with the Australian Consumer Law.

1. Change of Mind

We do not accept returns for:

• Change of mind
• Items damaged through misuse
• Custom or personalised products

2. Faulty, Damaged or Incorrect Items

Because many of our products are handmade and produced in small batches, we offer returns or exchanges only in the following situations:

Under the Australian Consumer Law, you are entitled to a repair, replacement or refund if your item:

• Arrives damaged
• Is faulty
• Is not as described
• Is the wrong item

To request a return, you must contact us within 7 days of receiving your order with photos and proof of purchase.

If the item is confirmed faulty or incorrect, we cover all return shipping costs.

3. Items Not Eligible for Return

We do not accept returns on:

• Custom‑made or personalised items
• Clearance or final‑sale items
• Used or damaged products (unless faulty)

4. Return Shipping

• For faulty or incorrect items, we cover postage or provide a prepaid return label

5. Processing Time

Once your return is received and inspected, refunds or store credits are processed within 3–5 business days.

Refunds are issued to the original payment method.

6. How to Start a Return

To lodge a return, contact us at admin@pjjonesco.com.au with:

• Your name
• Order number
• Item(s) you wish to return
• Reason for return
• Photos (if applicable)

We’ll guide you through the next steps.

7. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the ACL. You can learn more at the ACCC website: consumer.gov.au

8. Contact Us

If you have questions about these Terms, please contact us at:

Email: admin@pjjonesco.com.au

Business Name: PJ Jones & Co

Location: South Australia