Returns Policy

We are unable to process returns or replacements for items sent back to our warehouse without prior authorisation being obtained from our Customer Service department via our Return Request or Warranty Claim forms.

We will gladly credit or refund goods which are returned to us within 30 days of invoice date, and in good condition suitable for re-sale.

We reserve the right to charge a processing & handling fee or re-stocking fee on all goods returned.

Step 1:

  • You must complete & submit our Return Request Form or Warranty Claim Form to obtain permission to return an item.
  • Our staff may ask you some additional questions and you may need to provide further information in order for a return to be authorised.
  • If you have any questions, please call us and we will be happy to assist.

Step 2:

  • We will contact you the same or next business day to advise if your request has been approved, and what steps you should take next.

 

Return Requests

Use for: Item not as described, JPW dispatched wrong item, Mistakenly ordered wrong item or Change of mind.

  • Please complete & submit our Return Request Form and choose what you are requesting for; either replacement, refund or credit note.
  • A credit or refund will not be provided for a Return Request submitted more than 30 days from date of invoice.
  • The item must be in as-new condition and suitable for re-sale (including original packaging).
     

Process & Handing Fees & Re-stocking Fees

Apart from valid warranty claims and where JPW has dispatched the wrong item, we reserve the right to charge a process & handling fee or re-stocking fee on all goods returned.

  • Process & Handling Fee: $15
  • Re-Stocking Fee: 15% of cost of the product

 

Warranty Claims

Use for: Items that are damaged or faulty.

  • Please complete & submit our Warranty Claims Form and choose what you are requesting for; either replacement or credit note.
  • Items returned for warranty inspection must be consigned to our warehouse by our own authorised carriers.  Our customer service staff will book & pay for the freight for the item/s to be returned to our warehouse.
  • If the item/s are deemed a genuine warranty return/replacement no further freight charges will apply.
  • If the item is NOT deemed to be a genuine warranty/return, the freight for return of the item/s to our warehouse will be charged to you. We will contact you if this is the case.

 

Defects & Damaged Goods

Whilst all care is taken when picking, packing and transporting your goods, we advise that you should inspect the goods for damages on receipt. If the item/s you receive appears to have a defect, be damaged or has been tampered with, we advise that you refuse the delivery or note on the courier's delivery slip to indicate this (if you do sign to accept the package).

If the goods are found to either have a defect or to have been damaged prior to leaving our warehouse, we will replace the item/s or refund the price paid (including shipping costs if these were pre-paid).

Defects & damaged goods must be reported to us within 48hrs by e-mail or telephone call (preferably immediately on the same day you receive them) and the damages explained in detail.  If possible, please provide photos.

We will endeavour to resolve any delivery disputes immediately upon notification. We cannot be held responsible for damages reported more than 48hrs after receipt.