1. Introduction
This policy outlines our procedures for handling returns in cases of faulty products, incorrect deliveries, and change of mind purchases. For products that develop faults after the initial delivery period, please refer to our separate Warranty Policy.
2. Before You Purchase
At JT Electrical Group NSW, we strive to help you select products that meet your requirements and compatibility needs. However, our recommendations are based on the information you provide. We strongly encourage customers to carefully verify product specifications before purchase and inspect all items immediately upon delivery. To assist with any future correspondence, please retain your invoice number and contact us promptly if you have any concerns about your delivery. JT Electrical Group NSW is not responsible for retaining proof of purchase documents (i.e. invoice) for customers.
3. Faulty Items
If you receive a faulty item, you must report it within 2 days of delivery. In the event of a faulty product, JT Electrical Group NSW will require access to the product to conduct a thorough assessment. Based on the results of the assessment, the customer may be offered a remedy such as a repair or replacement. If we cannot repair or replace the item, we will offer either a similar alternative or a full refund. If after assessment the product is deemed faulty, JT Electrical Group NSW will cover all return postage costs. Please refer to our warranty policy for more information.
4. Incorrect Deliveries
In the event of receiving an incorrect item, customers must contact us within 24 hours. Returns will only be accepted if the item is unused, unopened, and in its original packaging. We emphasize the importance of promptly inspecting all deliveries upon arrival to ensure the correct product was received.
5. Change of Mind Returns
We offer store credit for change of mind returns within 30 days of purchase, excluding postage costs with this being the customer’s expense. While JT Electrical Group NSW assumes responsibility for any damage sustained during transit to customers, customers are responsible for any damage that occurs during the return journey. For more information refer to Section 7. For customers requesting a refund instead of store credit, an administrative fee of 5-10% of the order total will apply, with a minimum fee of $10. Please note that only one change of mind return is permitted per order, and any replacement items purchased are not eligible for additional returns.
6. Wholesale Customers
For our wholesale customers, we generally do not accept change of mind returns, including cases of incompatibility issues or incorrect ordering. At our discretion, we may offer refunds excluding shipping costs. Any exchange consideration requires that the product be unused, unopened, and in its original packaging.
7. Non-Refundable Items
We do not provide refunds for items lost or damaged during return shipping, original delivery costs, or insurance charges.
8. Shipping Returns
All return shipping costs for faulty products must receive prior approval from JT Electrical Group NSW. We are not required to reimburse unauthorized shipping charges. Customers are welcome to purchase shipping insurance for returning products, but JT Electrical Group NSW is not responsible for the organisation or costs of this.
9. Policy Updates
JT Electrical Group NSW reserves the right to modify this policy at any time. The current terms and conditions are maintained on our website for reference.
For all return inquiries, please ensure you have your invoice number ready when contacting our customer service team. This helps us provide faster and more efficient service.