Shipping & Returns Policy

1. Shipping Policy

This Shipping Policy explains how JL NINE PTY LTD (ABN 27 697 570 764, "we", "us", "our") processes and delivers orders placed through our website. By placing an order with us, you agree to the terms set out below.

1.1 Order Processing Time

• Orders are processed within 1–2 business days of payment confirmation (Monday to Friday, excluding public holidays).
• During peak periods (e.g. sales events, Christmas) processing may take up to 4 business days.
• You will receive an email confirmation once your order has been dispatched, including a tracking number where available.

1.2 Shipping Methods & Delivery Times

We ship Australia-wide using trusted carriers, including Australia Post and/or licensed courier partners. Estimated delivery times after dispatch are:

• Metro areas (VIC, NSW, QLD, SA, WA, ACT metro): 2–5 business days
• Regional areas: 5–8 business days
• Remote areas (NT, TAS, remote WA/QLD): 7–12 business days

These are estimates only and are not guaranteed. Delivery times may be affected by carrier delays, weather, public holidays, or circumstances beyond our control.

1.3 Shipping Costs

• Shipping costs are calculated at checkout based on order weight, size, and delivery destination.
• We may offer free standard shipping on orders over a specified amount, as displayed on our website at the time of purchase.

1.4 Order Tracking

Once your order is dispatched, you will receive a tracking number via email. You can track your parcel directly through the carrier's website. Please allow up to 24 hours for tracking information to update after dispatch.

1.5 Incorrect Delivery Details

Please ensure your shipping address is correct at checkout. JL NINE PTY LTD is not responsible for orders delayed, lost, or misdelivered due to incorrect or incomplete address information provided by the customer. If you notice an error, contact us immediately at jlnineptyltd@gmail.com — we will do our best to amend the order before it is dispatched, but cannot guarantee changes once an order has been processed.

1.6 Lost or Damaged Parcels

If your order does not arrive within the estimated delivery window, or arrives damaged, please contact us at jlnineptyltd@gmail.com within 7 days of the expected delivery date so we can investigate with the carrier and arrange a resolution (replacement, refund, or reshipment) in accordance with our Returns & Refunds Policy and your rights under the Australian Consumer Law.

1.7 International Shipping

At this time we primarily ship within Australia. If international shipping is offered, delivery times, customs duties, and import taxes are the responsibility of the customer and vary by destination country.

1.8 Contact Us

For any shipping questions, please contact us:

• Email: jlnineptyltd@gmail.com
• Phone: (+61) 467 255 569
• Address: 4 Christopher St, Springvale VIC 3171, Australia

2. Returns & Refunds 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).

2.1 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.

2.2 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.

2.3 Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or different from what you ordered, please contact us at jlnineptyltd@gmail.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.

2.4 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

2.5 How to Request a Return

• Email jlnineptyltd@gmail.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.

2.6 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.

2.7 Contact Us

Questions about a return or refund? Reach out:

• Email: jlnineptyltd@gmail.com
• Phone: (+61) 467 255 569
• Address: 4 Christopher St, Springvale VIC 3171, Australia