Returns Policy

Effective Date: 01 June 2025

At JENROHE, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. Please review our policy below, which outlines your rights under Australian Consumer Law and our own returns process.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a refund, repair, or replacement if a product:

  • Has a major fault or defect
  • Is not as described
  • Is not fit for its intended purpose
  • Fails to meet consumer guarantees

We are not required to offer refunds for change-of-mind purchases, but we may offer an exchange or store credit under certain conditions.

Change of Mind Returns

While we’re not legally required to accept returns for change of mind, we do offer the option of exchange or store credit, provided the following conditions are met:

  • Item is returned within 30 days of delivery
  • Product is unused, in original condition, with tags and packaging intact
  • Proof of purchase is provided
  • Item was not purchased on sale, final clearance, or marked as non-returnable

Return shipping for change-of-mind returns is the customer’s responsibility.

Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or you received the wrong product, please contact us as soon as possible.

How to report an issue:

  • Email us at hello@jenrohe.com.au
  • Include your order number, a description of the issue, and photos (if applicable)

If the item is confirmed to be faulty or incorrect, we’ll offer a suitable remedy under ACL — including a refund, repair, or replacement — and we’ll cover the return shipping cost.

How to Return an Item

  1. Contact us at hello@jenrohe.com.au with your order number and reason for return
  2. Wait for return approval and instructions
  3. Package the item securely to prevent damage in transit
  4. Return the item using a tracked service (for change-of-mind returns)

We are not responsible for items lost during return shipping. Please keep your tracking number.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Processing times may vary depending on your payment provider

Exclusions

Returns will not be accepted for the following, unless faulty:

  • Gift cards
  • Custom or made-to-order products
  • Sale or clearance items marked “Final Sale”

Need Help?

For return requests or questions, please contact: hello@jenrohe.com.au