Refund policy

At JE Group, we’re committed to delivering quality products and exceptional service. We understand that occasionally a return or exchange may be required. This policy outlines the process for returning items due to faults, change of mind, delivery errors, or transit damage.

If you have any questions, please contact us at support@jegroup.com.au or call us on 1300 912 189.

1. Faulty Products Under Warranty

If an item develops a fault within its warranty period, you may return it for assessment. We aim to resolve warranty claims as quickly and transparently as possible.

Conditions for Warranty Returns:

  • The product must still be within its warranty period (details available on the product page).

  • Proof of purchase (invoice or receipt) is required.

  • All related accessories and original packaging should be returned where possible.

  • Some manufacturers may handle warranty claims directly. In such cases, we will guide you through the appropriate steps.

  • If, after assessment, the item is found not to be faulty, it will be returned to you and any credit reversed.

Return shipping costs: Covered by JE Group for confirmed faulty items.

2. Change of Mind or Unused Items

We offer a 60-day return window for items you no longer need, provided they are in re-saleable condition.

Conditions for Change-of-Mind Returns:

  • Return request must be submitted within 60 days of the invoice date.

  • Products must be unused, in original condition, and in original packaging.

  • Items received in non-saleable condition may be rejected or attract a restocking fee.

  • Special orders and customised products are not eligible for return.

  • Once approved, a credit will be applied to your JE Group account, which can be used for future purchases.

Return shipping costs: The customer is responsible for postage when returning unwanted items.

3. Incorrect Items Received

If we’ve sent you the wrong product, we’ll make it right.

What to Do:

  • Notify us within 7 days of receiving the order.

  • Items must be unused and in their original packaging.

  • Once the return is approved, we’ll arrange collection or provide a return label.

  • A full credit or the correct item will be sent at no additional charge.

Return shipping costs: Covered by JE Group.

4. Transit Damage

If your delivery arrives damaged, we’re here to help.

Steps to Follow:

  • Inspect your order as soon as it arrives.

  • Notify us of any damage within 24 hours of receipt.

  • Provide clear photos of the damaged item and packaging.

  • Ensure photos are taken before the item is moved or unpacked further.

Return shipping costs: Covered by JE Group if the item was shipped via our nominated courier. Please note: goods transported via third-party couriers or collected in person are at your own risk.

How to Start a Return

To request a return, email us at support@jegroup.com.au or call 1300 912 189.
Once your return is approved, we’ll provide shipping instructions or a return label as needed.

Refunds and Credits

After receiving and inspecting the returned item, we will notify you of the outcome. Approved returns will be credited to your JE Group account or refunded to your original payment method within 10 business days. If your refund hasn’t appeared after 15 business days, please contact us.