Refund policy

RETURN & REFUND POLICY

Last Updated: 24 September 2026

At Jorven Sllate, we want you to feel confident when shopping with us. This Return & Refund Policy explains your rights, our voluntary returns policy, and how returns, refunds, exchanges and faulty items are handled.

This policy applies to purchases made through jorvensllate.store.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL) contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

1. Australian Consumer Law Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You may also be 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.

Your rights under the Australian Consumer Law apply independently of, and in addition to, any voluntary return policy, manufacturer's warranty or other warranty offered by Jorven Sllate.

2. Consumer Guarantees

Products supplied by Jorven Sllate must comply with the consumer guarantees provided under the Australian Consumer Law.

Among other things, products must:

  • be of acceptable quality;

  • be safe, durable and free from unacceptable defects;

  • be fit for their commonly supplied purpose;

  • be fit for any specific purpose made known to us before purchase, where applicable;

  • match the description provided;

  • match any sample or demonstration model where applicable; and

  • meet any express promises or representations made about the product.

If a product does not meet an applicable consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law.

3. Major Problems With a Product

A product may have a major problem where, for example:

  • a reasonable consumer would not have purchased the product had they known about the problem;

  • the product is substantially different from its description, sample or demonstration model;

  • the product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;

  • the product is unfit for a particular purpose that was communicated before purchase and cannot easily be made fit within a reasonable time;

  • the product is unsafe; or

  • one serious problem or multiple smaller problems amount to a major failure.

Where there is a major failure, you may be entitled to choose between:

  • a refund; or

  • a replacement of the same type, subject to availability.

You may alternatively choose to keep the product and seek compensation for any reduction in its value caused by the problem.

Where required by law, you may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

A refund for a major failure will not be reduced simply because the product has been used before the problem was identified.

4. Minor Problems

Where a product has a minor problem that can be remedied within a reasonable period, Jorven Sllate may choose to provide an appropriate remedy, which may include repair, replacement or another solution permitted by law.

If we cannot or do not remedy a minor problem within a reasonable time, your rights under the Australian Consumer Law may include obtaining a replacement or refund or having the problem remedied elsewhere and recovering reasonable costs where legally applicable.

5. 30-Day Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, Jorven Sllate voluntarily offers 30-day change-of-mind returns.

You may request a change-of-mind return within 30 calendar days of receiving your order.

To qualify for a change-of-mind return, the product must:

  • be unused and unworn;

  • be unwashed;

  • be free from stains, marks, odours, damage or signs of wear;

  • have all original tags attached;

  • include all original accessories and components supplied with the product; and

  • be returned in its original packaging where reasonably possible.

Change-of-mind returns do not affect your statutory rights relating to faulty, damaged, unsafe or incorrectly described products.

6. Items Not Eligible for Change-of-Mind Returns

Unless required by the Australian Consumer Law, we may decline a voluntary change-of-mind return for:

  • products returned more than 30 days after delivery;

  • products showing signs of wear, washing, alteration or misuse;

  • personalised or customised products;

  • gift cards;

  • underwear or similar intimate garments where hygiene seals or protective packaging have been removed;

  • earrings or pierced jewellery where hygiene or protective seals have been removed;

  • products marked as final sale where the exclusion was clearly disclosed before purchase.

These exclusions apply only to voluntary change-of-mind returns.

They do not remove any rights you may have under the Australian Consumer Law where a product is faulty, unsafe, incorrectly described or otherwise fails to comply with a consumer guarantee.

7. Sale and Promotional Items

Products purchased during a sale, promotion, discount event or with a promotional code remain protected by the Australian Consumer Law.

We will not refuse a remedy for a faulty product merely because it was purchased at a reduced price.

However, sale or promotional items may be excluded from our voluntary change-of-mind policy where this was clearly disclosed before purchase.

8. Wrong, Damaged or Faulty Items

Please contact us as soon as reasonably possible if:

  • you receive an incorrect product;

  • your order arrives damaged;

  • an item is defective;

  • an item is materially different from its description; or

  • you believe the product does not comply with a consumer guarantee.

Please email:

hello@jorvensllate.store

Where possible, include:

  • your full name;

  • order number;

  • a description of the issue; and

  • photographs or video showing the issue where this can reasonably assist us in assessing the claim.

Photographs or videos may help us assess a claim more quickly, but they do not replace or limit any rights you may have under the Australian Consumer Law.

9. Proof of Purchase

We may request reasonable proof that the product was purchased from Jorven Sllate.

Acceptable proof may include:

  • an order confirmation;

  • receipt;

  • invoice;

  • payment confirmation;

  • card or bank transaction record;

  • order number; or

  • another reasonable record linking the purchase to Jorven Sllate.

For claims involving faulty products, original packaging is not required where the Australian Consumer Law gives you a right to a remedy.

10. How to Request a Return

Before sending a product back, please contact:

hello@jorvensllate.store

Please include your order number and the reason for your return.

Once your request has been reviewed, we will provide the appropriate return instructions and, where applicable, the return address.

Please do not send a product to an address that has not been confirmed by us for that return.

Unauthorised returns may experience processing delays.

Nothing in this section limits a consumer's rights under the Australian Consumer Law.

11. Return Shipping Costs

Change-of-Mind Returns

For voluntary change-of-mind returns, the customer is generally responsible for the cost of returning the product to us unless we state otherwise.

Original shipping charges are generally not refundable for a change-of-mind return, except where required by law.

Faulty, Incorrect or Non-Compliant Products

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will comply with our legal obligations regarding reasonable return costs.

Where you have reasonably incurred return postage or transport costs for a product that is confirmed to be faulty or otherwise covered by a statutory remedy, we will reimburse reasonable return costs where required by law.

Please retain postage or transport receipts.

12. Return Packaging

For voluntary change-of-mind returns, products should be securely packed and, where reasonably possible, returned in their original packaging.

For faulty products or other claims under the Australian Consumer Law, the absence of the original packaging will not by itself prevent you from seeking a remedy.

Customers should take reasonable care when packaging a product for return to avoid additional damage during transport.

13. Inspection of Returned Products

We may reasonably inspect or assess a returned product before determining the appropriate remedy.

Assessment may include confirming:

  • the nature of the reported problem;

  • whether the product has been misused or damaged after delivery;

  • whether a consumer guarantee applies; and

  • whether the return qualifies under our voluntary change-of-mind policy.

Any assessment process will not be used to unlawfully delay or deny rights available under the Australian Consumer Law.

14. Refunds

Once a refund has been approved, it will generally be issued to the original payment method.

Where required by the Australian Consumer Law, refunds will be for the amount legally payable to you.

For major failures involving goods, this will generally include the full amount paid for the relevant product.

Where you agree with us, another refund method may be used.

Please allow a reasonable period for the refund to be processed after approval. Your bank, card issuer or payment provider may require additional time before the funds appear in your account.

15. Exchanges

Where an exchange is available under our voluntary return policy, replacement sizes, colours or products are subject to stock availability.

If the requested replacement product is unavailable, we may offer another option permitted under this policy.

Where the Australian Consumer Law gives you a right to choose a replacement or refund for a major failure, your statutory right to choose will not be restricted by this section.

16. Change of Size or Colour

If you ordered the correct product but would prefer another size or colour, this will generally be treated as a change-of-mind return.

The item must satisfy the eligibility requirements in this policy.

Exchanges are subject to availability.

17. Customer-Caused Damage

Consumer guarantees may not apply where a problem was caused by:

  • misuse;

  • abnormal use;

  • accidental damage occurring after delivery;

  • failure to follow reasonable care instructions;

  • unauthorised alteration;

  • improper washing, cleaning or maintenance; or

  • normal wear and tear rather than a product defect.

However, each claim will be assessed according to its circumstances and applicable law.

18. Problems Disclosed Before Purchase

A consumer may not be entitled to a remedy for a particular defect where that specific defect was clearly disclosed before the product was purchased.

This does not affect rights relating to a separate defect or problem that was not disclosed.

19. Cancelling an Order

If you wish to cancel an order, contact us as soon as possible at:

hello@jorvensllate.store

If the order has not yet been processed or dispatched, we may be able to cancel it.

If the order has already been dispatched, the order may need to be received and returned in accordance with this policy.

Your statutory rights remain unaffected.

20. Refused or Uncollected Deliveries

If a delivery is refused or not collected for reasons unrelated to a product fault or an error by Jorven Sllate, any resulting return may be treated as a change-of-mind return.

Reasonable costs incurred in connection with an uncollected or refused delivery may be taken into account to the extent permitted by law.

This section does not apply where the delivery problem was caused by us or where doing so would conflict with your rights under the Australian Consumer Law.

21. Lost Return Parcels

For customer-arranged change-of-mind returns, we recommend using a tracked shipping service and retaining your postage receipt and tracking information.

Jorven Sllate is not responsible for a customer-arranged return parcel lost before it is delivered to our designated return location, except where responsibility cannot legally be excluded.

22. Refund Processing

After a returned product is received and, where appropriate, assessed, we will notify you whether the return has been approved.

Approved voluntary refunds are generally processed within 5–10 business days after approval.

The time required for funds to appear in your account may depend on your financial institution or payment provider.

This processing estimate does not restrict any right requiring a remedy to be provided within a reasonable period under applicable law.

23. Contact Us

For questions about returns, refunds, faulty products or exchanges, please contact:

Jorven Sllate
Website: jorvensllate.store
Email: hello@jorvensllate.store

Please include your order number whenever possible so we can locate your purchase efficiently.

24. Australian Consumer Law

This policy is intended to operate consistently with the Competition and Consumer Act 2010 (Cth), including Schedule 2 – Australian Consumer Law, and applicable Australian consumer protection requirements.

Nothing in this policy is intended to exclude, restrict or modify a consumer guarantee, right, remedy or other protection where doing so would be unlawful.

Where any part of this policy conflicts with a non-excludable right under Australian law, the applicable law will prevail.