Returns & Refund Policy

At JL NINE PTY LTD (ABN 27 697 570 764), we want you to be happy with your purchase. This policy explains your rights and our process for returns, exchanges, and refunds, and operates alongside — and does not limit — your rights under the Australian Consumer Law (ACL).

Your Rights Under the Australian Consumer Law

Under the ACL, our goods come with guarantees that cannot be excluded. You are entitled to a repair, replacement, or refund if a product has a major fault, and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have a product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major fault.

Change of Mind Returns

• We accept change-of-mind returns within 30 days of delivery.
• Items must be unused, unworn, unwashed, in original condition, and with all original tags and packaging intact.
• Proof of purchase (order number or receipt) is required.
• Return shipping costs for change-of-mind returns are the responsibility of the customer, unless otherwise stated.
• A store credit, exchange, or refund to the original payment method will be offered at our discretion, once the returned item has been received and inspected.

Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or different from what you ordered, please contact us at admin@jl-nine.com within 7 days of delivery with your order number and photos of the issue. We will arrange, at no cost to you, a repair, replacement, or refund in line with your rights under the ACL.

Items Excluded from Return

For hygiene, safety, or practical reasons, the following items cannot be returned for change of mind (unless faulty):

• Items marked as final sale or clearance
• Perishable, personalised, or made-to-order items
• Underwear, swimwear, or other items of a personal/hygienic nature where the hygiene seal has been removed
• Gift cards

How to Request a Return

• Email admin@jl-nine.com with your order number and reason for the return.
• We will confirm eligibility and provide return instructions, including the return address.
• Securely pack the item(s) with proof of purchase and post to the address provided.
• We recommend using a trackable shipping method, as we are not responsible for items lost in transit back to us.

Refund Timeframes

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–10 business days to your original payment method. Please note your bank or card provider may take additional time to reflect the refund in your account.

Contact Us

Questions about a return or refund? Reach out:

• Email: admin@jl-nine.com
• Phone: (+61) 467 255 569
• Address: 46-58 Buckingham Ave, Springvale VIC 3171, Australia