RETURN & REFUNG POLICIES
This policy applies to all purchases made online at justintong.com.au. Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
Please note that all returns must be submitted within the 14-day period, and items must be dispatched within 7 days after the return has been approved. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To complete your return, we might require a receipt or proof of purchase.
Click here to submit an online return. A return request must be submitted to receive your refund within normal processing times.
At JUSTIN TONG, we want you to be completely satisfied with your purchase. If for any reason you are not, please review the following return guidelines to ensure your request is eligible.
Conditions of Return
Before submitting a return request, please ensure the following conditions are met:
- The item(s) were purchased directly from the official JUSTIN TONG website.
- The item(s) are in their original condition: unworn, unwashed, and unaltered.
- All original tags and packaging must remain intact.
- All approved returns must be shipped back at the customer’s expense. JUSTIN TONG does not cover return shipping costs for change-of-mind returns, exchanges, or store credit requests.
Items that do not meet these requirements will not be accepted for return. Any returns sent to our headquarters without prior approval will be returned to the sender at their own cost.
Return Eligibility
Full-Priced Items
- Eligible for a refund, exchange, or store credit.
Sale / Final Sale Items
- Styles purchased with a discount of up to 40% may be returned for store credit or exchange.
- Styles purchased with a discount of 50% or more are deemed final sale and are not eligible for return, exchange, or store credit, unless faulty.
Pre-Order / Made-to-Measure Styles
- Pre-order styles are not eligible for refund. Where approved, pre-order items may be returned for exchange or store credit only, provided all standard return conditions are met.
- Due to the personalised nature of made-to-measure garments, these styles are not eligible for return, exchange, or refund.
Promotional Codes / Flash Sales
- Items purchased using promotional codes or during special promotional periods (including Black Friday, Cyber Monday, and End-of-Season Sale) are eligible for store credit only, unless deemed faulty.
Damaged or Incorrect Items
- Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately. We will assess the issue and arrange an appropriate resolution as soon as possible.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@justintong.com.au