Refund policy
This Return and Refund Policy applies to purchases made through tommyjohnax.shop.
We want customers to understand clearly how change-of-mind returns, defective products, damaged items, incorrect deliveries, exchanges and refunds are handled.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify consumer guarantees, rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Australian consumers may have statutory rights to remedies where products have major or minor failures. A business generally does not have to provide a refund simply because a customer changed their mind, but if the business publishes a voluntary change-of-mind policy, it must follow that policy.
1. 30-Day Voluntary Change-of-Mind Return Policy
tommyjohnax.shop voluntarily allows eligible products to be returned for change of mind within:
30 days after delivery
To begin a change-of-mind return, contact:
before the 30-day period expires.
This voluntary return policy provides benefits in addition to statutory Australian Consumer Law rights.
2. Eligibility for Change-of-Mind Returns
For a voluntary change-of-mind return, the product should generally:
- Be returned within 30 days after delivery;
- Be unused except for reasonable inspection;
- Be in substantially original condition;
- Not have been damaged through misuse;
- Include relevant components and accessories; and
- Be reasonably capable of being resold.
We may request information reasonably necessary to identify the purchase.
3. Products Excluded From Voluntary Change-of-Mind Returns
Where legally permissible, voluntary change-of-mind returns may not be available for certain products, including goods that have been personalised, custom-manufactured, materially used or damaged after delivery through customer misuse.
For hygiene-sensitive products, a voluntary return may also be unavailable after protective seals or packaging have been removed where resale would no longer be appropriate.
These voluntary restrictions do not limit Australian Consumer Law rights where goods are faulty, defective, unsafe, incorrectly described or otherwise fail to comply with applicable statutory guarantees.
4. How to Request a Return
To request a return, email:
Please provide sufficient information for us to identify and review the request, including your order number, customer name, product concerned and reason for return.
For damaged, defective or incorrect items, photographs may help us review the issue efficiently.
5. Return Instructions
Customers should contact us before sending a return.
Do not automatically return an item to the address printed on the original parcel.
A fulfilment warehouse, logistics centre or carrier address used for outbound delivery may not be authorised to accept customer returns.
After reviewing your request, we will provide applicable return instructions.
6. Change-of-Mind Return Shipping
For ordinary voluntary change-of-mind returns, customers are responsible for the direct cost of returning the goods unless we expressly agree otherwise.
We recommend using a tracked service.
This does not apply where we are required by applicable consumer law to bear reasonable return costs for faulty or non-conforming goods.
7. Faulty or Defective Products
If you believe that a product is faulty or defective, contact:
Statutory consumer rights relating to product defects are not limited to our voluntary 30-day change-of-mind period.
The ACCC states that consumer guarantees are automatic and may continue to provide rights even where a manufacturer's or voluntary warranty has expired.
8. Major Product Problems
Where a product has a major failure under applicable Australian Consumer Law, the customer may have remedies prescribed by law.
We will not use the conditions of our voluntary change-of-mind policy to improperly restrict a customer's statutory remedy.
9. Minor Product Problems
Where a product problem is minor, the appropriate remedy may differ from the remedy available for a major failure.
Australian consumer law distinguishes between major and minor problems when determining remedies.
Any claim will therefore be assessed according to the circumstances and applicable legal requirements.
10. Damaged Products
If your order arrives damaged, please contact:
as soon as reasonably practicable.
Where possible, provide your order number, photographs of the damaged product and photographs of the packaging.
This information can help us investigate whether damage occurred during fulfilment or transportation.
11. Incorrect Products
If you receive a product different from the one you ordered, please contact:
Provide your order number and sufficient information identifying the product received.
Where an incorrect product was supplied by us or our fulfilment process, we will review the matter and provide an appropriate remedy.
12. Missing Items
If a package is delivered but one or more items are missing, contact us.
Some orders may be split into several parcels, so we may first determine whether another shipment remains in transit.
If an item is genuinely missing, we will investigate and provide an appropriate resolution.
13. Wrong Size or Variant Selected by Customer
If the product supplied matches the customer's order but the customer selected an incorrect size, colour, model, quantity or other variant, the return will ordinarily be treated as a voluntary change-of-mind return.
The 30-day voluntary return requirements will therefore apply.
14. Sale Products
Products purchased during sales, promotions or discount events remain protected by applicable Australian Consumer Law rights.
A discounted price does not remove statutory rights in relation to faulty or non-compliant goods. The ACCC has specifically identified misleading online return terms concerning sale products as a consumer-law concern.
Eligible sale products may also be returned under our voluntary change-of-mind policy unless a lawful exception was clearly communicated.
15. Product Inspection
Returned products may be inspected after receipt.
For voluntary returns, we may verify the product's identity, condition, completeness and eligibility.
A statutory consumer-guarantee claim will not be rejected merely because the voluntary-return conditions are not satisfied.
16. Refunds for Approved Change-of-Mind Returns
After an eligible voluntary return has been received and approved, we will ordinarily issue the applicable purchase-price refund to the original payment method.
Because we provide free standard shipping, there is ordinarily no original standard-shipping fee to reimburse.
The customer's voluntary return-shipping cost is not ordinarily reimbursed.
17. Refunds Under Australian Consumer Law
Where a refund is legally required because of a failure to satisfy applicable consumer guarantees, the refund will be handled according to Australian Consumer Law rather than our voluntary change-of-mind requirements.
Store policies cannot replace or remove mandatory consumer guarantees.
18. Payment Processing Time
Once a refund is issued by us, a bank, card issuer, payment processor or other financial institution may require additional processing time before the funds appear in the customer's account.
Third-party payment-processing time is outside our direct control.
19. Refund Method
Refunds will ordinarily be made to the original payment method unless another method is appropriate, agreed or legally required.
20. Exchanges
Direct exchanges cannot be guaranteed for every product.
Where a customer wants a different colour, size or variation, we may request that the eligible original product be returned and a new order placed.
This process does not affect statutory remedies for faulty or incorrectly supplied products.
21. Order Cancellation Before Dispatch
To request cancellation before dispatch, contact:
as quickly as possible.
We will attempt to stop fulfilment where operationally possible.
However, orders may enter processing quickly and we cannot guarantee cancellation once processing or dispatch has begun.
22. Return Fraud and Abuse
We reserve the right to investigate suspected abuse, including substitution of products, falsified return information, false damage claims, manipulated delivery evidence or attempts to obtain duplicate refunds.
Nothing in this section authorises us to refuse legitimate statutory consumer rights.
23. Australian Consumer Rights Take Priority
If any provision of this voluntary return policy conflicts with a mandatory right available under applicable Australian law, the mandatory legal right will prevail.
24. Contact
For returns, refunds, damaged products, faulty products or incorrect deliveries:
tommyjohnax.shop
Email: info@tommyjohnax.shop
- Choosing a selection results in a full page refresh.