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Returns

Returns

We understand there are some differences between an online and an in-store shopping experience, which is why there are a few slight variations in the way we handle returns and exchanges for both.

In-store Purchases & Returns: 

If something isn't quite right, you have 30 days to send it back to us. Please return items unworn and with all tags still on. We understand circumstances can change, if you change your mind after an in-store purchase, we will offer you a full credit note.

Online Purchases & Returns:

We understand that purchasing a tailored garment online can be tricky, subsequently, we offer a full refund in the event of a change of mind.

Online purchases can be returned or exchanged in-store. After we have received your return, you can expect to receive your refund within 14 days. This will be sent to the same method you used to pay.

Once your return has been processed, you will receive a confirmation email.

Conditions of Purchase

  • A valid proof of purchase is required (bank statement, store receipt or order number for online purchases) on all return transactions.
  • Under the Australian Consumer Law (ACL), consumers have a right to return faulty goods in certain circumstances.
  • If the product has a major failure, the consumer has the right to choose between a replacement or refund. If the product has a minor failure, the business can choose to give the consumer a free repair instead of a replacement or refund.

Additional information:

  • Refunds are only processed from our head office. Stores are not authorised to process refunds.
  • Return can be made on sale items, and items purchased at all Peter Jackson stores including outlets.
  • If a garment has been altered, this is deemed to not be in original condition and therefore not eligible for an exchange, refund or credit note.
  • In-store and online prices may vary depending on promotional activity at the time of purchase.
  • Gift cards can be redeemed for merchandise only at Peter Jackson stores. Gift cards cannot be redeemed for cash.

What is a major failure?

A product or good has a major failure when:

  • It has a problem that would have stopped someone from buying it if they had known about it
  • It is unsafe
  • It is significantly different from any sample or description
  • It doesn’t do what the business said it would, or what the consumer asked for, and can’t easily be made suitable for such a purpose.

Businesses are not required to provide refunds to consumers because of a change of mind when there is no major or minor failure in relation to the good and the good was properly described.

This change of mind policy does not affect your rights under the Australian Consumer Law. If you purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. 

For more information about your rights as a consumer please click here.

When can a consumer return faulty goods?

Consumers can return faulty goods within a reasonable time. The term “reasonable time” is not defined by the ACL. The nature of our goods a reasonable amount of time is 6 months for any assessment. Goods returned outside this duration cannot be accessed purely based on the time passed.

Don't forget to fill and include our "returns & exchanges" form when preparing a return. You can download the form from here: Download