return/exchange policy

Jha jhoo Terms & Conditions

Effective August 2025

At Jha jhoo., we are committed to delivering high-quality, hand-crafted goods. Each product is thoroughly inspected prior to dispatch. Due to the nature of our products and for hygiene and safety reasons, we do not accept returns or exchanges unless an item is proven to be damaged or faulty upon delivery.

This policy has been written in accordance with the Australian Consumer Law (ACL) and outlines your rights, our responsibilities, and the conditions of sale.

Returns & Exchanges Eligibility

We only accept returns or exchanges under the following conditions:

  • The item is damaged or faulty upon delivery
  • The issue is reported within 72 hours of receiving your order
  • The product is unused, unburned, and in its original packaging
  • You provide adequate photo or video evidence

We do not accept returns or exchanges for:

  • Change-of-mind purchases
  • Incorrect fragrance selection or scent dissatisfaction
  • Items that have been used, burned, altered, or damaged after delivery
  • Sale, promotional, limited-edition, or custom-made products
  • Returns submitted without prior written authorisation

How to Report a Damaged or Faulty Item

To initiate a return request, please email jhajhoofragrances@gmail.com within 72 hours of delivery and include:

  1. Your full name and order number
  2. A detailed description of the issue
  3. Clear photos or videos showing:

We reserve the right to assess whether your claim meets eligibility criteria and may request additional information or evidence.

Return Authorisation Process

  • Returns are only accepted with prior written approval from our customer care team
  • If approved, you will receive a return address and instructions
  • Items must be returned securely packaged to prevent further damage in transit
  • Unauthorised returns will not be accepted or processed

Return Shipping Costs

  • If your return is approved and the product is confirmed as faulty or damaged, Jha jhoo will cover return shipping costs
  • If the item is not faulty, the cost of shipping the item back to you will be at your own expense
  • Original shipping charges (if applicable) are non-refundable, unless the product was received damaged or faulty

Returns That Do Not Meet Conditions

If a returned item does not meet our return requirements — for example, it is used, burned, damaged due to customer mishandling, missing original packaging, or the issue was reported after the 72-hour window — the return will be declined.

In this case:

  • You will be notified via email
  • No refund, exchange, or store credit will be issued
  • You may choose to have the item returned to you at your own expense

If we do not receive a response within 7 days, or you decline to cover the shipping cost, Jha jhoo. reserves the right to:

  • Dispose of the item
  • Donate it to a charitable organisation
  • Return it to inventory, where appropriate and hygienic

We are not responsible for storing ineligible return items beyond the 7-day period after notification.

Photographic Documentation of Returns

All returned items are documented and inspected upon receipt. Refunds, exchanges, or store credits will only be issued once the item is confirmed to meet return eligibility.

Processing Time

Please allow up to 5–7 business days from the date we receive your approved return for your refund, store credit, or replacement to be processed.

Delivery Confirmation & Lost Parcels

Once a parcel has been marked as “Delivered” by the shipping carrier, Jha jhoo is not liable for any lost, stolen, or misplaced packages. It is the customer’s responsibility to ensure a secure delivery location. If your parcel is missing, please contact the shipping provider directly to lodge a claim.

Consumer Rights

This policy does not override your rights under the Australian Consumer Law (ACL). If a product has a major fault not caused by misuse, you may be entitled to a refund, replacement, or repair. Jha jhoo. will assess each case in accordance with our legal obligations and your consumer rights. Store credit may also be offered at our discretion if preferred by the customer.

Policy Agreement

By placing an order with Jha jhoo, you confirm that you have read, understood, and agreed to this Return & Exchange Policy.
We reserve the right to update or amend this policy at any time without notice. The version in effect at the time of purchase will apply.