Know Where You Stand
Refunds & Returns
J-Ponics Return & Refund Policy
At J-Ponics, your satisfaction matters to us. If you’re not completely happy with your purchase, we encourage you to pass the product on to a neighbour, friend, or someone who may benefit from it — then simply contact us for a full refund, less postage and handling.
We recommend reviewing the product details carefully before purchasing to ensure it suits your needs. If you have any concerns or questions, please reach out to our team — we’re here to help.
Entitlement to Return & Refund:
Change of Mind: If you experience a change of mind, we offer a full refund within 30 days of delivery, provided the product remains unused and in its original packaging. To initiate a return, customers can open a dispute through the Resolution Centre in their account or contact us directly. Please ensure to provide photographic evidence where possible.
Manufacturer Defect and Courier Damage: In the event of a manufacturer defect or damage caused by couriers, we provide a full refund, store credit, or replacement product. We recommend inspecting the product upon delivery and contacting us within 7 days if any defects are detected. Our team will assist in arranging return shipping and processing the refund or replacement once the product’s condition is verified.
Customer Damage: Products damaged by customers, such as breakage or spills, are not eligible for refunds or exchanges.
Damage / Incorrect / Missing Products: We take utmost care in packing orders to ensure safe delivery. If your order arrives damaged or with missing items, please notify us within 7 days of delivery. We encourage providing photographic evidence to expedite the resolution process. Incorrect products will be promptly replaced or refunded.
Shipping Issues or Delays: In rare cases of shipping issues, such as loss in transit, we offer a full refund or replacement. Customers will be informed of any delays, and we’ll work with the courier to resolve the issue. Refunds, store credit, or replacements are provided only if the courier confirms the loss in transit.
Out of Stock or Backorder: If a product is out of stock, we’ll communicate the estimated time of arrival and suggest alternatives. Customers can opt for a refund if desired. For backorders, customers will be notified once the product is available, typically within 2-4 weeks. However, refunds can be requested during this period.
Unclaimed Items: Please note that unclaimed parcels will incur a postage charge equivalent to the initial shipping cost. This fee covers the courier’s return charges for unclaimed parcels.
We value your trust in J-Ponics and are committed to resolving any issues promptly. If you have any questions or require assistance, please don’t hesitate to reach out to our customer service team.