Return & Replacement Policy
Last updated: April 22, 2026
14-Day Returns
From invoice date
Unopened Only
Original packaging required
(02) 9533 1933
Contact for returns
Return Policy
J Professional may accept returns for any unopened, unused products within 14 days from the invoice date. It is important that all original packaging be included to qualify for a refund.
Restocking fees may be applicable (see below) and shipping costs are non-refundable. If you ordered an item incorrectly, we will accept the unopened, unused product. Although you might have received 'Free Shipping', costs were still incurred by JP and will be deducted from your credit.
We will only pay for return shipping when products delivered are defective, damaged, or the wrong product was received from what was ordered.
Some items do not qualify for refunds (unless defective/damaged/wrongly sent).
Damage Claims or Shortages
Important: 24-Hour Reporting Window
Any claims for damage and/or shortages MUST be reported within 24 hours to our email or phone number. Be sure to check your deliveries upon receipt.
In the event of receiving a damaged product, please contact us. We will require photos of damages to the product and to the packaging.
Return Process
Returning purchased items is simple and quick. Here are the steps:
Contact Customer Service
Call J Professional customer service team on (02) 9533 1933
Provide Required Information
- A reason for each item(s) you are returning and action you want (i.e. replacement)
- Confirmation/update of your contact information
- A comment (if necessary) for additional details
Receive Return Authorisation
We will usually reply within 24 business hours with a return authorisation.
Return Shipping Arrangements
- Defective/Damaged/Wrong items: We will organise collection or provide a reply-paid post bag
- Other returns: You can either ship the product back at your own expense using a trackable service, or drop it off locally — to arrange a drop-off, please contact [email protected] first.
Order Cancellations
Items may not be cancelled once an order has been placed. After you receive your order, simply call customer service (02) 9533 1933 during normal business hours to make a replacement order.
Restocking Fees
Items that are returned due to being wrongly ordered or change of mind may be subject to a restocking fee of up to 20%. A restocking fee is a percentage of the item's price, depending on the type of item and the condition in which it is returned.
Delivery
We deliver our products using various 3rd party service providers. Shipping costs are a flat rate and will be added to the order total before checkout.
3 days
Dispatch time (business days)
2–7 days
Estimated delivery time
*Shipping times depend on your location.
Pricing
All transactions are listed and processed in Australian Dollars (AUD).
Need Help?
If you have any questions about returns or refunds, our customer service team is here to help.