PAYMENT, SHIPPING, REFUND AND RETURN POLICY

1. GENERAL SHIPPING AND PAYMENT TERMS

Your on-screen total reflects the amount you will be charged. However, your parcel may incur custom duties depending on the country or region you reside in. Due to the ungovernable nature of these laws on Just Between Us Pty Ltd part, we refute any accountability or responsibility for any additional fees & customs tax you may incur.

All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes).

 

2. SHIPPING 

All orders are shipped in Australia and worldwide via DHL, FedEX or any other international courier. Custom fees are charged to the customer.

Shipping charges for your orders will be calculated and displayed at checkout.

 

3. DELIVERY TIME

All Orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

The maximal delay of the dispatch is 2 weeks from the day of the order. Shipping times may vary depending on your country and chosen shipping method. Therefore, we ask you to give up to 10 days on top of regular delivery time before getting in touch with our customer service team.

Please inspect your order upon reception and contact us within five days if you would like to issue a return. Please prepare your order number and photo evidence if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


4. RETURNS

4.1. TERMS FOR RETURNS

You are entitled to cancel your order within 14 days without giving any reason for doing so.

The deadline for cancelling an order is 14 days from the date on which you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.

You can inform us of your decision by e-mail as per the ‘contact us’ section on the website

We will reimburse you no later than 14 days from the day on which We receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

In order for the goods to be eligible for a return, please make sure that:

  • The goods were purchased in the last 14 days;
  • The goods are in the original packaging.

The following goods cannot be returned:

  • The supply of goods made to Your specifications or clearly personalized;
  • The supply of goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over;
  • The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
  • The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items. 

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion. Only regular priced goods may be refunded. Unfortunately, goods on sale cannot be refunded. This exclusion may not apply to you if it is not permitted by applicable law.


4.2. PROCEDURE FOR RETURNS

The procedure for returning an item purchased at our online store is as follows:

  1. 1. Send an email request to us on the ‘contact us’ page of the website No later than 5 days from the date you received the product, letting us know the reason for the return if you think it will help us continue to improve. 
  2. You should send the goods to the address as listed on the ‘contact us’ page of the website
  3. The items should be packaged in original condition, together with any and all accessories included in the original package, and may not be used, cleaned or damaged in any way.
  4. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@justbtwnus.com.au

Important: Until the time we receive an item in our returning address, it remains to the customer’s responsibility. We recommend that you send any item by courier or certified mail and retain proof of shipment.

Just Between Us Pty Ltd is not liable for any products damaged or lost during shipping. If You received Your Order damaged, please contact the shipment carrier to file a claim.

Please inspect your order upon reception and contact us within two days if you would like to issue a return. Please prepare your order number and photo evidence if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please save all packaging materials and damaged goods before filing a claim.

In the event that Just Between Us Pty Ltd has mistakenly sent an item different to the item requested or that the quality of a product received is not acceptable, please contact us at to arrange for a return and/or exchange. In such cases Just Between Us Pty Ltd shall bear the costs of both shipping and return.

For special offers, where shipping is offered free of charge, the customer shall bear the cost of return shipping should this be necessary.

 

5. WARRANTY

Nothing in these terms affects your legal rights in respective of products which are defective or not as described. 

If you think a product is defective or misdescribed then please email  us with a detailed description of the fault and photographs of faults to the products. 

Remember, you cannot use your warranty:

  •  If a product becomes damaged because it was used for the wrong purpose or used to a capacity that exceeds its functional capability, you won’t be eligible for repair or replacement;
  • If you misuse the product;
  • If you neglect or don’t maintain the product;
  • Repair it without professional help;
  • If damages to the product are from “normal use”.

All returns made as potentially defective will be examined once they have been received by us and we will notify you via email to confirm if you are entitled to a refund. Faulty goods will be replaced with a like for like replacement where possible. If you are entitled to a refund this will be provided within 30 days of when we notify you via email that you are entitled to a refund. If you are entitled to a refund as a result of a defective product, you will receive a full refund of the price paid for the product, the original delivery charges and the cost of returning the product to us.

There is a defect only if the fault or cause thereof was present when the product was delivered to the consumer.

Remedial action or exchange will be done within reasonable time, but typically within a few weeks. 

If it is not possible to repair or replace the product, you may request another solution, such as a reduction of the price or cancellation of the purchase.