1. Faulty or Defective Products

Under the ACL, you are entitled to a repair, replacement, or refund if a product:

• Is faulty or of unacceptable quality.
• Is unsafe for use or mounting.
• Is significantly different from the description or sample provided.
• Is not fit for its intended purpose.

If you believe your artwork is defective, please contact us at info@jandjroo.com.au with your order number and clear photographs of the issue.

2. Change of Mind Returns

Please choose your artwork carefully. We generally do not offer refunds for change of mind, including selecting the wrong size or colour, the item no longer being needed, or finding a lower price elsewhere.

Change-of-mind returns are accepted only at our absolute discretion and must meet all of the following conditions:

• Timeframe: The request must be made within 7 days of purchase or delivery.
• Condition: The item must be unused, unopened, and in its original, saleable condition.
• Packaging: All original protective packaging, corner guards, and boxes must be intact.
• Costs: Original shipping fees are non-refundable. Return shipping costs and the safe transit of the item back to us are the sole responsibility of the customer.

3. Exclusions

For safety, quality control, and the delicate nature of our products, we do not accept change-of-mind returns on:

• Installed Artworks: Any piece that has already been mounted, hung, or used.
• Custom or Special Orders: Artworks ordered specifically to your dimensions or custom requirements.
• LED/Electrical Items: Items where the electrical components have been unboxed or tested.
• Sale Items: Items purchased during a clearance or “final sale” event.

4. Damaged in Transit

While we take every precaution to pack our fragile items securely, accidents can happen during transit.

• Customers must inspect their items immediately upon arrival.
• Any transit-related damage (e.g., cracked glass, bent frames, or shattered porcelain) must be reported to us within the timeframe stated in our Shipping Policy to qualify for a claim.

Contact Us

For all return enquiries, please contact our team at info@jandjroo.com.au. Location: Ingleburn, NSW, Australia.