This policy applies to everything bought through JBM Online, including Marketplace products, because JBM is the seller on every order. Nothing in this policy limits your rights under the Australian Consumer Law.
Marketplace purchases are final sale
Everything sold on the JBM Marketplace is sold as-is, and all Marketplace sales are final. Marketplace products include factory seconds, damaged stock, clearance lines, excess stock and other supplier stock, and every listing shows a condition label. By buying, you accept the product in the condition shown on the listing. The change of mind rules below apply to JBM's normal product lines only.
- No change of mind returns, exchanges or refunds on Marketplace products.
- Marketplace orders cannot be cancelled once payment is made.
- Photos and descriptions are a guide only. The condition shown, the defects described and natural variation are not faults.
- This includes JBM's own sale and clearance stock listed on the Marketplace as "Sold by JBM Online".
- Delivery, freight and click and collect rules are the same as for other products.
What we will fix. We will replace, repair or refund a Marketplace product only if it has a fault or defect that was not disclosed in the listing's condition label and description, or if it was damaged in transit. For transit damage, notify us in writing within 4 days of delivery with photos and a description, and note the damage on the delivery docket. A defect that is shown in the condition label or description is not a basis for a claim. Nothing in this section limits your rights under the Australian Consumer Law.
Change of mind returns
- Accepted within 7 days of purchase.
- Items must be unopened and in resalable condition.
- A 25% restocking fee applies.
- Delivery and freight charges are non-refundable.
- For returns requiring pickup or drop-off, an additional delivery fee applies and must be paid by the customer, unless the item is returned directly to our store.
Damaged goods
- Notify us in writing of any damage within 4 days of delivery.
- Your written notification must include photos and a description of the damage to help with our investigation.
- Claims made after this period may not be accepted.
For delivery orders, please also note any visible damage on the delivery docket before the driver leaves, and keep the product and packaging until we have assessed your claim.
Non-refundable items
- Custom-made or cut-to-order products.
- Delivery and freight charges.
- Clearance and sale items, including factory seconds, excess stock and discontinued lines, which are final sale, unless faulty.
Return process
- All returned items will be inspected to confirm eligibility.
- Approved refunds will be processed to the original payment method within 10 business days.
- If the return does not meet our conditions, the item will be returned to you, and a processing fee may apply, at JBM's discretion.
To start a return, email [email protected] or call (03) 9194 6600 with your order number, the product and the reason. Please do not send goods back without our approval.
Additional information
- Customers are responsible for return shipping costs, except for incorrect or faulty items.
- This policy is a guide. Store management reserves the right to make the final decision on all returns and exchanges, subject to your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Where goods are faulty, damaged or not as described, you can claim these remedies even if the time limits or non-refundable terms above would otherwise apply.
Natural variation in timber
Timber is a natural product. Differences in colour, grain, knots, tannin and moisture movement are normal and are not a fault. Photos and samples are a guide only. Please inspect boards before installing, and allow timber to acclimatise on site as recommended for the product.