Refund policy

1. Order Cancellation

You may cancel your order within 24 hours of placing it.
To request a cancellation, email hello@jacksydney.com with your order number.

2. Return Policy

We offer a 30-day return window, starting from the delivery date.

Eligibility

  • Items must be unused, unworn, and in new condition.
  • Items must include original packaging where reasonably possible (not required for faulty products).

Change-of-mind Returns

  • Accepted within 30 days of delivery.
  • Item must be in resaleable condition (unused, unworn, no signs of wear, original packaging where possible).
  • Customer is responsible for return postage.

Faulty, Damaged, or Incorrect Items

  • We cover all return shipping costs.
  • You will receive a prepaid return label.
  • ACL remedies apply (repair, replacement, or refund, depending on the issue).

3. How to Initiate a Return

  1. Email hello@jacksydney.com with:
    • Your order number
    • Reason for return
    • Clear photos/videos if the item is faulty or damaged
  2. Once approved, you will receive detailed return instructions and (if applicable) a prepaid label.

4. Return Shipping Costs

  • Change-of-mind: Customer pays for return postage.
  • Faulty/damaged/incorrect items: We cover all return shipping and provide a prepaid label.

5. Return Address

15-1 Lochview Ct,
Tamborine, QLD 4270,
Australia

6. Your Rights Under the Australian Consumer Law (ACL)

You are entitled to all guarantees provided under the ACL. These rights apply in addition to our store policies.

  • Major failure: You may choose a refund or replacement.
  • Minor failure: We will repair the issue within a reasonable time. If it cannot be repaired promptly, you can request a refund or replacement.

Where a return is required for assessment, a prepaid return label is provided.

7. Incorrect Product Delivered

If you received the wrong item:

  • Contact us immediately.
  • We will ship the correct item at no cost to you.
  • A prepaid label will be provided to return the incorrect item.

8. Delivery Issues

  • If the delivery address provided was incorrect, the customer may be responsible for additional shipping costs.
  • If a parcel is confirmed lost by the courier, we will send a replacement free of charge.
  • For unexpected delays, contact our team for assistance.

9. Exchanges

We do not offer direct exchanges.
To get a different item, please return your original product and place a new order.

10. Refunds & Processing Times

  • Once your return is received and approved, you will receive a confirmation email.
  • Refunds are issued to the original payment method within 7 days of approval.
  • Bank processing times may vary.

No Restocking Fees

We do not charge restocking fees.

Delayed or Missing Refunds

If your refund seems delayed:

  1. Check your bank/statement
  2. Contact your bank or card provider
  3. If still unresolved, email hello@jacksydney.com

11. Company Information