refund policy

Returns & Refunds

In the unlikely event one of our products does not meet the specification(s) and or features and benefits as described in our online shop, our customers are entitled to return of product(s). We offer free returns within 7 days of purchase. You can return your product for a refund to the original payment method based on the following conditions:

Please note the following exceptions to our return and refund policy:

  • Virtual products (electronic downloads/digital products) that are acceptable quality, fit for purpose and match the description provided*
  • Discounted items are final and cannot be returned or exchanged.
  • Returned items must be returned in original product packaging.
  • Returned items must have no visible signs of use.
  • Refunds will be reviewed where required by the Australian Consumer Law.
  • The JCN Clinic reserves the right to refuse a refund request if you fail to provide an adequate explanation and notice.
  • Refunds for change of mind will be refused.

*Virtual/Digital products entitled to refund must meet the specific circumstances:

  • Unable to download or install or if the product doesn’t function as intended.
  • Refunds must be requested within 24 hours of purchase.
  • Provide evidence of technical issues or other reasons for requesting a refund.

To initiate a return, please complete the following steps:

  1. Reply to your order confirmation email to request which product(s) you would like to return.
  2. Print the prepaid return shipping label that you will receive by email.
  3. The product(s) to be returned need to be in its original packaging, safe and securely repacked for return shipment.
  4. Send all items back to us using the label provided.
  5. The JCN Clinic will cover shipping fees for returns.

Lost or Damaged Returns

To initiate a return of damaged goods or lost goods, please complete the following steps:

  1. Reply to your order confirmation email to request which product(s) has been lost or damaged.
  2. Please allow 7 days on receipt of correspondence for lost goods for The JCN Clinic to investigate your lost delivery with Australia Post. If the order cannot be located and redirected in 7 days, The JCN Clinic will provide a replacement.
  3. For damaged goods, please print the prepaid return shipping label that you will receive by email.
  4. The product(s) to be returned need to be in its original packaging, safe and securely repacked for return shipment.
  5. Send all items back to us using the label provided.
  6. The JCN Clinic will cover shipping fees for returns.

Additional Information

How long will it take to receive refund, replacement product, or store credit?

  • The refund of the returned item(s) will be processed within 7 days after receipt.
  • Refunds for lost or damaged goods will be processed within 7 days after receipt.

Delivery

  1. During the ordering process, you agree to provide us with complete and accurate information to enable us to fulfil your order.
  2. We will aim to deliver with in 7 working days for orders placed within Australia and 14 working days for international orders. However, if an event occurs that is beyond our reasonable control, then we may not be able to do so and will not be liable to you or any other person for any such delay. In this instance, we will endeavour to provide you with notice of the delay as soon as reasonably possible.
  3. The JCN Clinic accepts no liability or responsibility for incorrectly placed orders. Nor do we accept liability or responsibility for delivery details which are incorrectly supplied, or you fail to supply.
  4. You will be responsible for your order from the time we deliver your products to the nominated address. We accept no liability or responsibility for any product once the product has been delivered to you.

For further questions about our returns and refund policy please do not hesitate to contact us on sales@jessicacox.com.au