Refund and Returns Policy

Last Updated: Jan 2024

Welcome to Jay Rose, operated by Jay Rose (ABN 86 679 005 872). This Refund and Returns Policy outlines our procedures regarding refunds, returns, and exchanges for products purchased through our website at jayrose.com.au.

1. Refund Policy

We want you to be completely satisfied with your purchase from Jay Rose. If you are not satisfied with your purchase, you may request a refund within five days of receiving your order. To be eligible for a refund, the item must be unused, in its original packaging, and in the same condition as received.

To initiate a refund, please contact our customer service at hello@jayrose.com.au with your order number and reason for the return. Our customer service team will guide you through the return process.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, the refund will be processed to the original method of payment within five business days.

Please note that shipping costs are non-refundable.

2. Returns Policy

If you wish to return an item for reasons other than a refund, such as a product exchange or replacement, please contact our customer service at hello@jayrose.com.au within five days of receiving your order. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.

Customers are responsible for the cost of return shipping, unless the return is due to an error on our part or a defective product. Once your return is received and inspected, we will process the exchange or replacement accordingly.

3. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service at hello@jayrose.com.au as soon as possible. We will guide you through the return process and arrange for a replacement or refund, including any necessary return shipping costs.

4. Exceptions

Certain items are not eligible for return or refund, including:

  • Personalised or custom-made items
  • Gift cards

5. Contact Information

If you have any questions or concerns about our Refund and Returns Policy, please contact us at hello@jayrose.com.au.

By making a purchase on jayrose.com.au, you acknowledge that you have read, understood, and agree to this Refund and Returns Policy.