Address: 36 Agosta Dr, Laverton North VIC 3026, Australia
Last updated: 03/12/2025
At JM Gillies, we want you to shop with confidence. Our Returns & Refunds Policy is designed to comply with all applicable Australian Consumer Law (ACL) requirements and to ensure a fair and transparent process for our customers.
1. Australian Consumer Law – Your Rights
Under the Australian Consumer Law, you are entitled to a repair, replacement or refund if a product you purchase from us has a major failure, and to a repair or replacement if the product has a minor failure.
A product has a major failure if:
It is unsafe,
It is significantly different from the description,
It does not do what we said it would do or what you asked for and cannot easily be fixed,
Or it is substantially unfit for its normal purpose.
These rights apply regardless of our change-of-mind policy.
2. Change-of-Mind Returns
We understand that sometimes a purchase isn’t quite right. For change-of-mind returns, we accept returns subject to the following conditions:
Eligibility
The item must be returned within 30 days of delivery.
The item must be unused, unworn, unwashed, and in its original condition.
Original tags, packaging, and accessories must be included.
Proof of purchase (order number, receipt, or invoice) is required.
Exclusions
For hygiene and safety reasons, we cannot accept change-of-mind returns for:
Underwear, socks or base layers,
Customised or personalised products,
Final-sale or clearance items (unless required under ACL),
Products that show signs of wear, damage, or have missing components.
Refunds for Change of Mind
Refunds will be issued to the original payment method.
Original shipping charges are not refundable.
You are responsible for return shipping costs unless required under ACL.
3. Faulty, Damaged or Incorrect Items
If your product arrives faulty, damaged, or not as described, please contact us as soon as possible.
What We Will Do
Depending on the nature of the issue, and in accordance with the ACL, we will:
Repair the item,
Replace the item, or
Provide a refund.
We may request photo or video evidence to help assess the issue. In most cases, we will provide a pre-paid return label for faulty or incorrect items.
4. How to Lodge a Return
To begin the returns process, please contact our customer support team:
Email: admin@jmgillies.com.au
Phone: (03) 9368 6400
Please include:
Your full name
Order number
Reason for return
Clear photos (if the item is faulty, damaged, or incorrect)
Once your return is approved, we will provide detailed return instructions.
5. Processing Times
Returns are processed within 5–10 business days of arriving at our warehouse.
Refunds may take an additional 3–5 business days to appear in your account depending on your payment provider.
6. Return Shipping Address
All returns should be sent to:
JM Gillies Returns Department
36 Agosta Dr
Laverton North VIC 3026
Australia
7. Exchanges
If you would like an exchange (e.g., different size or colour), please contact us before sending your item back so we can confirm availability. Exchanges follow the same eligibility requirements as change-of-mind returns.
8. Warranties
Some outdoor products may come with manufacturer warranties. Where applicable, warranty claims will be processed in line with both the manufacturer’s warranty terms and the Australian Consumer Law.
9. Questions
If you need clarification about any part of this policy, please contact our customer service team — we’re here to help.