Return & Refund Policy
Last updated: August 25, 2025
1. Order Cancellation
Order cancellations are allowed within 24 hours of purchase. To request a cancellation, contact our customer service immediately at hello@jacksydney.org and provide your order number.
2. Return Policy
We offer a 30-day return period starting from the delivery date.
Change-of-mind returns: Items should be returned in resaleable condition (unused and with original packaging where reasonably possible). This requirement does not apply to products that are faulty, damaged, or misdescribed under the Australian Consumer Law.
- Customized products or intimate items are not eligible for change-of-mind returns (unless faulty).
3. How to Initiate a Return
- Email hello@jacksydney.org with your order number and reason for return. If the product is faulty or damaged, include clear photos/video.
- Once your return is approved, we will provide the return instructions.
Return Shipping Costs
- Change-of-mind: Customers are responsible for return postage.
- Faulty/damaged/incorrect item: We provide a prepaid return label so you incur no additional costs.
Return address
4. Your Rights under the Australian Consumer Law (ACL)
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 to 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.
- Major failure (e.g., problem would have stopped a reasonable consumer from buying, unsafe, substantially unfit for purpose and cannot be fixed quickly): you can choose a refund or replacement.
- Minor failure: we will repair the product within a reasonable time. If it cannot be repaired in a reasonable time, you may choose a refund or replacement.
These rights apply in addition to our store policies and at no cost to you for eligible faults. Where a return is required for assessment, we provide a prepaid return label.
5. Defective or Damaged Products
- If your item arrives defective, damaged, or misdescribed, contact us promptly with photos/video.
- We will arrange an ACL remedy (repair, replacement, or refund) in line with the nature of the failure and within a reasonable time. We cover all required return shipping in these cases.
6. Incorrect Product Delivered
If you received the wrong product:
- Contact us immediately.
- We will send the correct product at no additional cost and provide a prepaid label to return the incorrect item.
7. Delivery Issues
- Customers are responsible for additional shipping costs if the delivery address provided is incorrect (this does not limit your ACL rights).
- If the courier confirms the package is lost, we will send a replacement free of charge.
- For significant delays, please contact our team.
8. Exchanges
We do not offer direct exchange services. If you would like a different product, please return the original item according to our Return & Refund Policy and place a new order.
9. Refunds & Processing Times
Refund Processing
- Once your return is received and approved, we’ll email a confirmation.
- Refunds are issued to the original payment method within 7 days of approval.
- Total processing time may vary depending on your bank or card issuer.
No Restocking Fees
- We do not charge restocking fees.
Delayed or Missing Refunds
- Check your bank account and contact your card provider or bank; it may take time before a refund posts.
- If the issue persists, contact us at hello@jacksydney.org.
10. Company information
Store Name:
JackSydney.org
Australian business number (ABN):
76582663374
Phone:
+61480089451
Email:
hello@jacksydney.org
Address:
15-1 Lochview Ct, Tamborine, QLD 4270, Australia
Opening hours:
Monday-Friday: 09:00 - 18:00
Saturday-Sunday: 09:00 - 14:00
(GMT+10:00) Australian Eastern Standard Time (Sydney)
Response Time: You can expect a response from our customer service team within 24–48 hours
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