Refund policy

Returns & Exchanges Policy

Last Updated: July 2025

At John Woo Pty Ltd, we want you to be completely satisfied with your purchase. Please read the following policy carefully to understand your rights and obligations regarding returns, exchanges, and refunds.

This policy applies to all purchases made through our website and complies with the Australian Consumer Law (ACL).

1. Return & Exchange Request Period

Before returning an item, please contact us to confirm your return reason, courier details, return postage cost, and return address. Returns sent without prior contact may not be accepted.

You can request a return or exchange under the following conditions:

Change of Mind
Requests must be made within 7 days of receiving the item.
Customers are responsible for all return shipping costs, including international round-trip freight, import duties, and associated fees.
Item Not as Described / Faulty Product
Requests must be made within 3 months of receiving the item, or within 30 days of discovering the issue, whichever occurs first.
If the return is due to a confirmed product fault or incorrect description, John Woo Pty Ltd will cover the return shipping cost.

Please ensure that all returned items are in their original condition, including packaging, tags, and accessories.

2. When Returns or Exchanges Are Not Accepted

We are unable to accept returns or exchanges in the following cases:

The return request period has expired.
The item has been damaged, used, or altered due to reasons attributable to the customer (except for damage incurred while checking the product).
The product’s packaging has been opened or damaged, significantly reducing its resale value (e.g. food, cosmetics, perfumes, or similar items).
The product’s value has substantially decreased due to use or partial consumption (e.g. clothing with removed labels or luxury items with detached tags).
The product has deteriorated over time, making it unsuitable for resale.
The product is custom-made or made to order after confirmation, and written consent was obtained acknowledging that returns or cancellations would not be possible once production began.
The product is a reproducible media item (e.g. CD, DVD, video game, or book) where the seal or packaging has been opened.

3. Return Procedure

Contact our customer service team at info@johnwoo.com.au within the applicable return period.
Provide your order number, item details, and reason for return.
Once approved, you will receive return instructions, including the return shipping address and courier details.
After we receive and inspect the returned item, we will process a replacement, exchange, or refund in accordance with this policy and the Australian Consumer Law.

4. Australian Consumer Law Rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not limit your rights under the Australian Consumer Law.

5. Contact Us

If you have any questions about our Returns & Exchanges Policy, please contact:

Customer Service
John Woo Pty Ltd
📧 Email: info@johnwoo.com.au
📞 Phone: +61 430 436 829