Returns Policy
All returns and warranty claims require prior authorisation from our Customer Service team. We are unable to process returns or replacements for items sent back to our warehouse without a return authorisation number.
Step 1: Submit a Return Request or Warranty Claim Form. Our team may request additional information before authorising the return.
Step 2: We will contact you the same or next business day to advise whether your request has been approved and provide instructions on what to do next.
This Returns Policy is a summary only. Full terms governing returns, defects, and warranties are set out in JPW Marine's [Terms & Conditions of Trade].
Return Requests (change of mind or incorrectly ordered items)
To be eligible for return, items must be in as-new condition in their original packaging and suitable for re-sale. Returns are accepted at our discretion. The following fees apply to approved returns:
| Return window | Fee |
|---|---|
| Within 30 days of invoice | $15 processing and handling fee (inc. GST) |
| 31 to 90 days of invoice | $15 processing and handling fee (inc. GST), plus 15% restocking fee on invoice value |
| Over 90 days of invoice | Returns are assessed at our discretion. Where accepted, a $15 processing and handling fee (inc. GST) plus a restocking fee of not less than 20% applies — the final rate is determined at our discretion having regard to the age, demand, and saleability of the goods. We may decline returns requested more than 90 days after invoice date, with no credit issued. |
No fees apply where JPW Marine has dispatched the wrong item.
Non-Returnable Items
The following items cannot be returned for credit, except where required by law:
- Special order goods and non-stock items ordered to your specifications
- Cut-to-length, measured, or dispensed goods, including chain, rope, cable, hose, and trim or extrusion products cut from bulk stock
- Customised or made-to-order goods
These items cannot be returned because they cannot readily be restocked or resold without a matching order for the same specification. Please ensure you order the correct specification before placing your order. If you are unsure, contact our Customer Service team before ordering.
Warranty Claims (damaged or faulty items)
If you believe goods are defective or faulty, you must contact us to obtain a return authorisation before sending items back to our warehouse.
Return freight (inbound): You are responsible for the cost of returning goods to our warehouse for warranty inspection. For large or bulky items, we may at our discretion arrange collection using our authorised carriers and pass the freight cost to you.
If the claim is confirmed: JPW Marine will arrange and meet the cost of delivering the replacement goods to you.
If the claim is not confirmed: We will contact you before taking any action. The goods will be returned to you at your cost if require.
Defects and Damaged Goods
Please inspect your goods on receipt. Defects, damage, or shortages must be reported to us in writing within 7 days of delivery, sooner if possible, and with photos where available. We cannot be held responsible for damage or shortages reported after this period.
Reports can be submitted via our [Return Request Form] or by emailing sales@jpwmarine.com.au.
