Returns Policy

Returns Policy

At James', we are committed to providing high-quality products and outstanding customer service. This returns policy outlines your rights and obligations under Australian Consumer Law (ACL) and our store-specific procedures to ensure a smooth experience.

 

1. Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a refund, repair, or replacement if a product:

  • Has a major fault or defect;
  • Is unsafe or does not match its description;
  • Fails to perform as promised or is not of acceptable quality.

We are not required to provide a refund or replacement for a change of mind, but we will work with you to find a solution wherever possible.

 

2. Conditions for Returns

To be eligible for a return, please ensure the following:

  • The product was purchased directly from James'.
  • The return request is made within 30 days of purchase.
  • You provide proof of purchase (e.g., receipt, tax invoice, or other valid documentation).

 

3. Faulty, Damaged, or Incorrect Items

If your product arrives faulty, damaged, or incorrect, please:

  1. Contact our customer service team immediately via email or phone.
  2. Provide photographs or evidence of the fault or damage, if applicable.
  3. We will arrange an inspection or assessment to verify the issue.

If the claim is valid, we will offer:

  • A replacement product;
  • A full refund, including any associated shipping costs;
  • Repair options (for applicable items).

 

4. Change of Mind Policy

While not required by law, we understand circumstances can change. Returns for a change of mind will be considered on a case-by-case basis and must meet the following criteria:

  • The product is unused, in original condition, and in its original packaging.
  • The return is requested within 7 days of purchase.
  • A 25% restocking fee may apply for non-faulty returns.

Please note: Custom or special-order products are non-returnable for change of mind.

 

5. Return Process

To initiate a return:

  1. Contact the team. 
  2. Provide your purchase details and the reason for the return.
  3. Await authorization and follow the instructions provided for returning the item.

 

6. Refunds

  • Refunds will be processed back to the original payment method.
  • Refunds may take up to 10 business days depending on your bank or payment provider.

 

7. Exclusions

The following are not covered under our returns policy:

  • Wear and tear, misuse, or improper installation;
  • Products without proof of purchase;
  • Products damaged due to external factors (e.g., power surges, accidents).

 

8. Manufacturer Warranties

Many of our products are covered by manufacturer warranties. If your item develops an issue after the 30-day period, please consult the manufacturer’s warranty for repair or replacement options. Our team will assist in facilitating the warranty claim where possible.

 

Thank you for choosing James'. We value your business and aim to resolve any issues promptly and fairly

TRADE PRICING