Refund policy

Thank you for shopping with jurst.shop.

This Return and Refund Policy explains the conditions and procedures for returns, refunds, replacements, exchanges, damaged products, incorrect orders, and cancellations.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.

1. Australian Consumer Guarantees

Products sold by jurst.shop come with consumer guarantees that cannot be excluded under Australian law.

You may be entitled to a repair, replacement, refund, compensation, or another appropriate remedy if a product:

• Is faulty, defective, or unsafe

• Is not of acceptable quality

• Does not match its description, photograph, sample, or demonstration model

• Is not fit for its normal purpose

• Is not fit for a particular purpose that you communicated to us before purchasing

• Does not perform as represented

• Otherwise fails to meet an applicable consumer guarantee

These statutory rights apply independently of our voluntary change-of-mind return policy.

2. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, jurst.shop offers a voluntary 30-day change-of-mind return period.

You must contact us within 30 calendar days after the date your order is recorded as delivered.

To qualify for a change-of-mind return, the product must:

• Be unused, unworn, unwashed, and unaltered

• Be in its original condition

• Include all original tags, labels, accessories, manuals, and packaging

• Be free from stains, odours, cosmetic marks, pet hair, or signs of use

• Be accompanied by valid proof of purchase

• Not be an excluded product listed in this policy

We may refuse a voluntary change-of-mind return if these conditions are not met.

These conditions do not limit your rights where a product is faulty, unsafe, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

3. Products Excluded from Change-of-Mind Returns

Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:

• Gift cards

• Digital or downloadable products

• Custom-made or personalised products

• Perishable products

• Products marked as final sale or non-returnable

• Personal care, beauty, or hygiene-sensitive products that have been opened

• Underwear, swimwear, earrings, or similar hygiene-sensitive products where a protective seal has been removed

• Products that have been used, worn, washed, altered, damaged, or improperly handled after delivery

• Products returned without their original tags, accessories, components, or packaging

Sale, clearance, and promotional products remain covered by the Australian Consumer Law. A discounted price does not remove your statutory rights if a product is faulty or otherwise fails to meet a consumer guarantee.

4. How to Request a Return

Before returning any product, contact us at:

Email: info@jurst.shop

Please provide:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

• The reason for the return

• Clear photographs or videos if the product is damaged, defective, incomplete, or incorrect

We will review your request and provide return instructions where appropriate.

Do not return a product to the address shown on the original parcel or shipping label unless our customer service team has specifically instructed you to use that address.

Returns sent without approval or to an incorrect address may be delayed, refused, or lost.

5. Return Authorisation

Submitting a return request does not automatically mean that a voluntary change-of-mind return has been approved.

After reviewing your request, we may:

• Approve the return

• Request additional information

• Request photographs or videos

• Provide troubleshooting assistance

• Offer a repair, replacement, refund, or another appropriate remedy

• Provide an authorised return address

• Refuse a voluntary return that does not meet this policy

We will not refuse or restrict a remedy that you are legally entitled to receive under the Australian Consumer Law.

6. Change-of-Mind Return Shipping

For an approved change-of-mind return:

• You are responsible for return shipping costs

• Original express or optional delivery charges are not refundable

• You must package the product securely

• You should use a tracked shipping service

• You are responsible for the product until it reaches the authorised return location

We are not responsible for voluntary returns that are lost, damaged, or delivered to an incorrect address.

7. Faulty, Damaged, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• The product arrives damaged

• The product is faulty or defective

• The product is unsafe

• You receive the wrong product

• An item is missing

• The product is materially different from its description

• The parcel appears to have been damaged during delivery

Please provide clear photographs or videos showing:

• The complete product

• The damaged, faulty, or incorrect area

• The outer packaging

• The internal packaging

• The shipping label

• Any relevant product label or identification number

Please keep the product and all packaging until we have reviewed your request and provided instructions.

Photographs and videos help us investigate the issue, but we will not impose unreasonable evidence requirements that restrict your statutory rights.

8. Return Costs for Faulty Products

Where a product fails to meet a consumer guarantee, we will bear or reimburse reasonable return costs where required by Australian law.

Depending on the circumstances, we may provide:

• A prepaid return label

• A collection arrangement

• Reimbursement of reasonable return postage

• Another suitable return method

Keep your postage receipt if we ask you to return an eligible product using your own funds.

We may ask you to return the product so that the reported problem can be reasonably assessed.

9. Major Problems

A product may have a major problem where, for example:

• A reasonable customer would not have purchased it if they had known about the problem

• It is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time

• It is substantially unfit for a purpose communicated to us and cannot easily be fixed

• It is significantly different from its description, sample, or demonstration model

• It is unsafe

Where a product has a major problem under the Australian Consumer Law, you may generally choose to:

• Reject the product and receive a refund

• Reject the product and receive a replacement of the same type and similar value

• Keep the product and seek compensation for its reduced value

Any remedy will be provided in accordance with applicable law.

10. Minor Problems

Where a product has a minor problem, we may choose to provide an appropriate remedy, such as:

• Repairing the product

• Replacing the product

• Supplying a missing component

• Providing another reasonable solution

The remedy will be provided free of charge where required by law.

If we cannot remedy the problem within a reasonable time, you may be entitled to reject the product and request a refund or replacement, or obtain a repair elsewhere and seek reimbursement of reasonable costs where permitted by law.

11. Incorrect or Missing Products

If you receive an incorrect product or part of your order is missing, contact us at info@jurst.shop.

Before reporting a missing item, check whether your order was divided into multiple shipments. Products from the same order may arrive separately and have different tracking numbers.

After reviewing the issue, we may:

• Send the correct product

• Send the missing product

• Arrange a return

• Issue a partial or full refund

• Provide another appropriate remedy

12. Proof of Purchase

We may request reasonable proof that the product was purchased from jurst.shop.

Acceptable proof may include:

• An order confirmation

• A receipt

• An order number

• A payment record

• A bank or card statement

• Customer account order history

• Other evidence reasonably showing the purchase

Original packaging is not necessarily required for a remedy relating to a faulty product. However, original packaging, tags, labels, and accessories are required for voluntary change-of-mind returns.

13. Return Inspection

Returned products may be inspected after they arrive.

For voluntary change-of-mind returns, we may refuse the return or reduce the refund to reflect a loss in value if the product:

• Has been used, worn, washed, altered, or damaged

• Is missing tags, accessories, components, or packaging

• Contains stains, odours, marks, or other signs of use

• Is not the product originally purchased from us

• Was damaged because it was inadequately packaged for return

We will not charge a restocking, inspection, or handling fee where doing so would unlawfully restrict a remedy available under the Australian Consumer Law.

14. Refund Processing

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will normally be:

• Issued to the original payment method

• Initiated within 5–10 business days after approval

• Subject to additional processing time imposed by your bank, card issuer, PayPal, Shopify Payments, or another payment provider

We cannot control the processing times of financial institutions or payment providers.

If the original payment method is unavailable, we may contact you to arrange another lawful refund method.

15. Refund Amounts

For approved change-of-mind returns, the refund will generally cover the amount actually paid for the returned product.

Unless required by law, the following amounts are not refundable for change-of-mind returns:

• Original express or optional shipping charges

• Return shipping costs

• Gift wrapping charges

• Customs duties or taxes collected by third parties

• Other optional services already provided

Where a product is faulty, damaged, incorrect, or otherwise fails to meet a consumer guarantee, the refund will include any amounts required by the Australian Consumer Law, including reasonable delivery or return costs where applicable.

16. Discounts, Bundles, and Promotional Orders

Refunds for discounted products will be based on the amount actually paid.

Where a returned product formed part of a bundle or multi-buy promotion, the refund may be adjusted to reflect:

• The actual discounted value of the returned product

• The remaining products retained by the customer

• The original terms of the promotion

Any adjustment will be reasonable and will not limit your statutory rights.

Free promotional gifts may need to be returned where the qualifying order is returned for a change-of-mind refund.

17. Exchanges

Exchanges are subject to product availability.

For an approved exchange, we may:

• Replace the product with the same product

• Replace it with another size, colour, or variation

• Issue store credit

• Issue a refund so that you can place a new order

For change-of-mind exchanges, you may be responsible for return shipping and any new delivery costs.

Where an exchange is required because a product is faulty, damaged, or incorrect, we will cover reasonable costs where required by law.

If the requested replacement is unavailable, we may offer another suitable remedy or issue a refund.

18. Order Cancellations

To request cancellation, contact us as soon as possible at:

info@jurst.shop

Please include your order number and the email address used to place the order.

We will make reasonable efforts to accommodate your request, but cancellation cannot be guaranteed after an order has entered processing, fulfilment, or shipping.

If the order has already been dispatched, you may need to wait until it is delivered and then request a return under this policy.

Approved cancellations will normally be refunded to the original payment method.

19. Cancellations by jurst.shop

We may cancel an order before dispatch where:

• The product is unavailable

• Payment cannot be authorised or verified

• Fraudulent or unauthorised activity is suspected

• The delivery address is incomplete or unsupported

• An obvious pricing or listing error occurred

• Accepting the order would breach applicable law

• The order materially breaches our Terms of Service

If we cancel an order after payment has been received, we will issue an appropriate refund for the cancelled products.

20. Changes to Orders

Contact us immediately if you need to change:

• A delivery address

• A product

• A size

• A colour

• A quantity

• Your contact information

We will try to accommodate the request, but changes cannot be guaranteed after processing or fulfilment has begun.

Customers are responsible for checking that all order and delivery information is accurate before submitting an order.

21. Lost or Missing Parcels

If tracking shows that a parcel is delayed, lost, or delivered but you have not received it, contact us at info@jurst.shop.

We may ask you to:

• Confirm your delivery address

• Check with household members or neighbours

• Check safe-drop and collection locations

• Contact the delivery carrier

• Provide a declaration of non-receipt

• Assist with a carrier investigation

If the carrier confirms that the parcel is lost, we will provide an appropriate remedy based on the circumstances, product availability, and applicable law.

22. Refused and Unclaimed Deliveries

If a parcel is refused, unclaimed, or returned because delivery could not be completed, contact us.

After the parcel has been received and inspected, we may:

• Arrange redelivery

• Process an eligible return

• Issue an appropriate refund

• Deduct reasonable redelivery or return costs from a voluntary change-of-mind refund

No deduction will be made where doing so would unlawfully restrict your rights under the Australian Consumer Law.

23. Return Abuse and Fraud

We may refuse a voluntary return where we reasonably believe that:

• The product was not purchased from jurst.shop

• A different product has been substituted

• False or misleading information has been supplied

• The product was intentionally damaged

• The return process is being misused

• Fraudulent activity has occurred

We may request additional information to verify the return.

This section does not permit us to refuse a legitimate remedy available under the Australian Consumer Law.

24. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

• Our products or services

• Return procedures

• Payment or fulfilment providers

• Business operations

• Legal or regulatory requirements

The updated policy will be published on this page with a revised “Last Updated” date.

Changes will apply to future purchases and will not remove rights that have already arisen under an existing transaction.

25. Contact Us

For return, refund, exchange, replacement, cancellation, or order-related enquiries, please contact:

Company: jurst.shop
Website: jurst.shop
Email: info@jurst.shop

Please include your full name, order number, and a clear description of your request so that we can assist you efficiently.