Refund Policy

No returns and exchanges will be accepted for items that are not in a merchantable condition. All items returned or exchanged must be in the original condition including packaging.

To exchange or return your item, we must be contacted in the first instance.

Once we have approved the return/exchange, please send the item back to the below address. Please include your Order Number (as specified in your Order Receipt) so we can ensure your return parcel is processed in a timely manner.

Jalpuppy
Customer Service
PO Box 902
Nambour Qld 4560
  • Customers are responsible for all return postage costs for change of mind exchanges and refunds.
  • Customers are responsible for all return postage costs for returns or exchanges due to the incorrect item/s ordered.
  • We must be contacted of a fault/damage within 30 days of purchase. When exchanging or refunding a faulty or damaged item, a prepaid return label will be provided. We will not reimburse any postage costs paid should you not wait for a prepaid label to be authorised and provided. Photo evidence of the fault/damage may be required before an exchange or refund will be accepted. It is the responsibility of the customer to provide adequate evidence of any issues before returning the products for an exchange or refund. We may request additional information or evidence to determine whether or not you are entitled to an exchange or refund.
  • If your product is assessed as faulty or damaged due to inappropriate use, we have the right to refuse an exchange or refund.
  • We must be contacted if you believe you have received an incorrect item for your order within 30 days of purchase. When returning an incorrect item sent, a prepaid return label will be provided. We will not reimburse any postage costs paid should you not wait for a prepaid label to be authorised and provided. Photo evidence of the incorrect item may be required before an exchange or refund will be accepted. It is the responsibility of the customer to provide adequate evidence of any issues before returning the shades for an exchange or refund. We may request additional information or evidence to determine whether or not you are entitled to an exchange or refund.
  • We do not dispatch replacement products until the damaged/faulty item or incorrect item provided is received back.
  • We will not provide a refund or exchange for free/bonus items.
  • We will not provide a refund for any goods that are in transit or deemed lost in transit.
  • Please ensure your return parcel is securely packaged and both the sender’s address and our address are clearly displayed on the outside of the parcel.
  • We are not able to provide any exchange or refund for items lost in transit or items that are received back damaged/not in merchantable condition.
  • We do not provide refund on any postage or shipping costs paid.
  • For any items returned from a bundle set, the bundle discount received will be forfeited and the remaining items will revert back to regular retail price. The refunded amount will reflect this price adjustment.
  • Please allow 10 business days from the day your parcel is delivered for your exchange or return to be processed. We will credit your original payment method. Once your exchange or return has been processed, you will be notified via the email address provided with your original order.
  • Any Gift Card purchases are non-refundable.