Refund policy

Refunds & Warranty Policy

At Jimmy & Ross, we stand behind the quality of our products and aim to provide you with peace of mind when shopping with us.

Aussie Made & Custom Made Products

Aussie Made and Custom Made products are one-off builds, exclusively produced per customer order. Each customer signs off on a sketch before production begins.

• Returns are not normally accepted for these items.

• If a return is approved, an up to 50% restocking fee will apply to recoup production costs.

Warranty

• We offer a 12-month warranty on all goods unless otherwise stated in the product description.

• Conditions apply — please check individual products for specific warranty details.

Refunds

• No items are to be returned without prior notification and approval from our team.

• No refunds or credits will be processed until the goods have been inspected and verified as defective or eligible for repair/replacement.

• Approved refunds will be processed via direct deposit to your nominated bank account or credited back to your original payment method.

To make a warranty or refund claim, please email us by replying to your original invoice or contacting support@jimmyandross.com.au.

Returns: Change of Mind

We understand that sometimes you may change your mind. For most products (excluding upholstered or furniture items, clearance, sale, seconds, floor stock, repaired products, or products sold as-is with known defects):

You may return the item within 7 days of purchase if:

• The product is in its original, unopened, sealed packaging.

• The item is unused and in original condition.

• Proof of purchase (receipt or acceptable alternative) is provided.

Change-of-mind returns are subject to approval and at our discretion. If approved:

• A 20% restocking fee will be deducted to cover administrative and handling costs.

• Any collection or return shipping fees will also be deducted if applicable.

⚠️ This policy does not apply to Aussie Made or Custom Made products. Those items, if accepted for return, may incur up to a 50% restocking fee.

Returns: Size Issues

It is the customer’s responsibility to ensure that items will fit the intended space and access points (including doorways, elevators, and hallways).

• Returns or exchanges due to size/fit issues are not guaranteed and are considered only at our discretion.

• If approved, remedies may include store credit, exchange, or partial refund, less any delivery, collection, and handling fees.

• Returned items must be in original packaging, unassembled, and in new, saleable condition.

We reserve the right to refuse returns for goods not suitable for resale.

Returns: Damaged or Faulty Items

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

• You are entitled to a replacement or refund for a major product failure, and compensation for any other reasonably foreseeable loss or damage.

• You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality (and the failure is not major).

Important:

• Inspect your items on delivery and report any damages within 48 hours.

• Damaged or faulty items must be returned to our warehouse for assessment.

• Refunds or replacements may not be issued if damage is caused by wear and tear, misuse, incorrect assembly, or failure to follow instructions.

If you have any questions or would like to start a return or warranty claim, please contact our support team at support@jimmyandross.com.au