Refund Policy
At Maison JJ & NAYA, we want you to be completely satisfied with your purchase. This Refund Policy outlines our return and refund procedures in accordance with the Australian Consumer Law.
1. 30-Day Money-Back Guarantee
We stand behind our products. If you are not satisfied with your purchase, you may return it within 30 days of receiving your order for a full refund to your original payment method.
2. Eligibility for Returns
To be eligible for a return, items must meet the following conditions:
- Items must be returned within 30 days of receipt.
- Items must be in their original condition – unworn, unwashed, and with all tags attached.
- Items must be returned in their original packaging.
- Items must not be damaged or altered in any way.
3. How to Request a Return
To initiate a return, please follow these steps:
- Contact us at refunds@maisonjj-naya.com with your order number and reason for return.
- We will provide you with a return authorisation and instructions on how to send your items back.
- Pack your items securely and ship them to our return address.
- Once we receive and inspect your return, we will process your refund within 5-10 business days.
Return Address:
Maison JJ & NAYA Returns
Landsdale Perth WA
4. Refund Process
- Refunds will be issued to your original payment method (credit card, PayPal, or Stripe).
- Refunds are processed within 5-10 business days after we receive your returned items.
- You will receive a confirmation email once your refund has been processed.
Please note: Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
5. Return Shipping Costs
- If you are returning an item due to a fault, defect, or incorrect item, we will cover the return shipping costs.
- If you are returning an item for change of mind, you are responsible for the return shipping costs.
- We recommend using tracked shipping for your return, as we are not responsible for items lost in transit.
6. Exceptions
The following items cannot be returned:
- Items marked as final sale or non-returnable.
- Items that have been worn, washed, or altered.
- Items with missing tags or original packaging.
- Intimate apparel, swimwear, and earrings (for hygiene reasons).
- Items returned after the 30-day return window.
7. Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us immediately at refunds@maisonjj-naya.com with:
- Your order number.
- A description of the fault or damage.
- Photos of the fault or damage (if applicable).
We will work with you to arrange a replacement, repair, or full refund, including shipping costs, in accordance with Australian Consumer Law.
8. Change of Mind
If you change your mind about a purchase, you may return the item within 30 days provided it meets our return eligibility criteria. You will receive a refund for the purchase price (excluding original shipping costs). Return shipping costs are your responsibility.
9. Australian Consumer Law
This Refund Policy does not affect your statutory rights under the Australian Consumer Law. If a product has a major fault, you are entitled to:
- A replacement or refund (at your choice).
- Compensation for any other reasonably foreseeable loss or damage.
If a product has a minor fault, we may choose to offer a repair, replacement, or refund.
10. Contact Us
If you have any questions about our Refund Policy or need assistance with a return, please contact us:
Maison JJ & NAYA
Email: refunds@maisonjj-naya.com
Phone: +61 2 1234 5678
Address: Landsdale Perth WA Australia