Refund policy
We have a 30-day return policy — you have 30 days after receiving your order to request a return.
Eligibility
To be eligible for a return, your item must be unused and unopened, in its original packaging, and in the same condition you received it. You’ll also need your receipt or proof of purchase. As our products are cleaning chemicals, we cannot accept returns on any item that has been opened or used — this is for safety reasons.
How to Start a Return
Contact us at customerservice@jpihq.com before sending anything back. Returns sent without prior approval will not be accepted. Once your return is approved, we’ll provide a return address and instructions. Return shipping costs are the responsibility of the customer unless the item is faulty or not as described.
Faulty, Damaged or Incorrect Items
Please inspect your order on arrival. If your item is defective, damaged in transit, or you’ve received the wrong product, contact us immediately at customerservice@jpihq.com — we’ll sort it out, no fuss. Under the Australian Consumer Law, you are entitled to a replacement, repair or refund for a major failure, and compensation for any other reasonably foreseeable loss.
Non-Returnable Items
The following cannot be returned:
- Opened or used products (cleaning chemicals, once opened, cannot be resold for safety reasons)
- Items purchased on sale or as part of a promotional bundle
- Gift cards
Exchanges
The fastest way to get the right product is to return your unopened item and place a new order once the return is accepted.
Refunds
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Allow additional time for your bank or card provider to post the credit. If 15 business days have passed since approval and you haven’t received your refund, contact us at customerservice@jpihq.com.