Refund policy

REFUND, RETURN & EXCHANGE POLICY

Overview

Jthreads products are generally produced after an order is placed.

We do not offer refunds for a simple change of mind. We do, however, offer a controlled sizing-exchange process and provide all remedies required by the Australian Consumer Law and other applicable consumer legislation.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

Consumer guarantees may apply for a reasonable period having regard to the nature, price and expected life of the product. They are not limited by an arbitrary number of days after delivery.

Change of mind

We do not provide a refund, exchange or store credit where a customer:

changes their mind;
orders the wrong design or colour;
finds the item cheaper elsewhere;
decides they no longer need the item; or
receives an item that matches its description but does not suit their personal preference.

Our separate size-exchange offer is an exception to this general change-of-mind policy.

Size exchanges

One size exchange is available per eligible garment where:

the request is submitted within 14 days of delivery;
the garment is unworn, unwashed and in resalable condition;
original tags remain attached where supplied;
the garment is free from marks, odours, pet hair or other signs of use;
proof of purchase is provided; and
the customer contacts us before returning the garment.

Returns sent without first contacting us may be delayed or returned to the sender.

For Australian orders, the customer pays the cost of returning the original garment. Jthreads will cover standard delivery of one replacement size.

For international orders, the customer pays the return and replacement-delivery costs.

The replacement is subject to availability. Where the requested size is unavailable, we may offer store credit or another mutually agreed resolution.

The sizing-exchange offer does not apply to personalised or customer-specified products unless we agree otherwise.

This discretionary 14-day period does not apply to claims involving faulty, damaged or incorrectly supplied products.

Faulty, damaged or incorrect products

is damaged or defective;
is unsafe;
does not match its description;
is materially different from the product ordered;
was supplied in the wrong size or colour because of our error; or
otherwise fails to meet a consumer guarantee.

Please provide:

your order number;
a description of the problem; and
photographs where reasonably practicable.

Photographs may assist us in assessing the issue but are not an absolute condition of exercising your statutory rights.

We are entitled to reasonably assess the product before providing a remedy.

Where the product has a major problem under the Australian Consumer Law, you may choose between a replacement and a refund.

Where the problem is minor, we may choose to repair the product, replace it or otherwise remedy the issue within a reasonable time.

If we cannot remedy a minor problem within a reasonable time, you may be entitled to a replacement, refund or other remedy under the Australian Consumer Law.

Return costs for faulty products

Where a product is confirmed to have a fault or to have been incorrectly supplied, we will:

provide a prepaid return label; or
reimburse reasonable return-postage costs.

Please retain evidence of any postage costs you incur.

If an assessment establishes that the product is not faulty and has been damaged through misuse, improper care or normal wear and tear, we may decline the claim where permitted by law.

If inspection or collection costs may apply, we will tell you the estimated amount before incurring them.

Sale and promotional items

Sale, discounted and promotional items remain covered by the Australian Consumer Law and other applicable consumer legislation.

They are eligible for the same statutory remedies as full-priced products.

Any discretionary exchange restrictions applying to a particular clearance or final-sale product will be clearly disclosed before purchase and will not limit rights concerning faulty, damaged or incorrectly supplied products.

Gift cards

Gift cards are not redeemable for cash and are not refundable except where required by law.

The expiry and use of gift cards are governed by applicable Australian gift-card legislation and any terms disclosed when the card is purchased.

Personalised and customer-specified products

Products made to a customer’s individual specifications or clearly personalised for that customer are not eligible for discretionary change-of-mind returns or size exchanges unless we agree otherwise.

This exclusion does not apply where the product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

EU and UK customers

Customers in the European Union, European Economic Area or United Kingdom may have statutory rights to cancel certain online purchases within 14 days of receiving the goods.

Where those rights apply, you must notify us of your decision to cancel within the applicable period and return the goods within the further period required by local law.

You may be responsible for direct return-postage costs unless the goods are faulty or we have agreed otherwise.

You may handle the garment only to the extent reasonably necessary to establish its nature, characteristics and fit. We may reduce a refund where permitted by law if handling beyond that amount materially reduces the garment’s value.

The statutory cancellation right may not apply to goods made to your individual specifications or clearly personalised for you.

Producing a standard garment only after an order is placed does not necessarily mean that it is personalised.

Local mandatory consumer rights prevail if they provide greater protection than this policy.

How to start a return or exchange

Email contact@jthreads.net with:

your order number;
the item involved;
the reason for the request;
the required replacement size, where applicable; and
photographs where the item is faulty, damaged or incorrect and photographs are reasonably available.

Do not send a product to the address shown elsewhere on the website unless we have confirmed that it is the correct returns address.

We will provide the applicable return address and instructions.