CUSTOMER CARE & RETURNS

At Jalayimiya, we are committed to creating high-quality, small-batch pieces and providing thoughtful, respectful customer care.

Our returns and refunds policy operates in accordance with the Australian Consumer Law (ACL) to ensure your consumer rights are protected.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Under the ACL, you are entitled to a repair, replacement, or refund if an item has a major problem, including where the item:

  • is faulty or defective

  • is unsafe

  • is not durable or does not last a reasonable time

  • does not do what it is expected to do

  • is significantly different from the description, sample, or demonstration

  • is not fit for purpose and cannot be fixed within a reasonable timeframe

Where a major problem exists, you are entitled to choose a refund to your original payment method or another appropriate remedy as required under the ACL.

CHANGE OF MIND RETURNS

We do not offer refunds for change of mind purchases.

However, provided return conditions are met, we may offer:

  • Size exchange (subject to availability)

  • Store credit issued via digital code

Store credits are valid for future purchases and issued once the returned item has been received and approved.

PURCHASES USING DISCOUNTS OR DURING SALES

Orders placed using welcome credits, loyalty rewards, or promotional discounts are eligible for exchange or store credit only, unless the item is faulty under the ACL.

Items purchased during sale periods or discounted beyond standard welcome or loyalty offers are considered Final Sale and are not eligible for return unless faulty.

Discount codes and promotional offers cannot be applied during sale periods and cannot be combined with other promotions unless explicitly stated.

FAULTY OR INCORRECT ITEMS

If you receive a faulty or incorrect item, please contact the customer service team
hello@jalayimiya.info as soon as possible with clear photos of the issue.

Where a fault or error is confirmed, we will arrange an appropriate resolution in line with the Australian Consumer Law, which may include:

  • repair

  • replacement

  • refund

RETURN CONDITIONS

Returned items must be:

  • unworn and unwashed

  • free from stains, odours, or damage

  • with all sanitary liners, swing tags, and sizing tags attached

Return shipping costs are the customer’s responsibility unless the item is faulty under the ACL.

FINAL SALE ITEMS

Items discounted beyond standard welcome or loyalty offers, or purchased during promotional sale periods, are classified as Final Sale.

Final Sale items are not eligible for return or refund unless deemed faulty under the ACL.
Size exchanges may be offered subject to stock availability.

HOW TO RETURN AN ITEM

  1. Email us at hello@jalayimiya.info to lodge your return.

  2. Pack securely to prevent damage in transit.

  3. Send using tracked postage to:

PO Box 2014
Warwick WA 6024
Australia

Return shipping costs are the responsibility of the customer unless the item is faulty.

RETURN PROCESSING

  • Shipping timeframe: Items must be posted within 14 days of lodging the return.

  • Processing time: Please allow 1–4 business days after receipt for assessment.

  • Denied returns: Items that do not meet policy conditions will be returned within 7 business days.

You will be notified via email once your return has been processed.

SIZING GUIDANCE

To minimise sizing concerns, please review the size guide on each product page.

If you need personalised advice, contact our customer service team at hello@jalayimiya.info before purchasing.

Returns or refunds for incorrect size selection are not offered unless required under the ACL.

PARCEL LIABILITY

Jalayimiya is not responsible for lost or stolen parcels once delivery has been confirmed by the postal carrier.

We recommend selecting a secure delivery location where possible.

YOUR CONSUMER GUARANTEES

Nothing in this policy excludes or overrides your rights under the
Australian Consumer Law.

By placing an order with Jalayimiya, you acknowledge and agree to this policy.

For further assistance, please contact:
hello@jalayimiya.info
www.jalayimiya.com