JAPIX Pty Ltd

ABN: 64 693 369 881 | ACN: 693 369 881
Business address: 61 Larra Street, Yennora NSW 2161, Australia
Phone: (02) 9681 6641 | Email: info@japix.com.au
Website: www.japix.com.au

Last updated: 9 June 2026

1. Overview

At JAPIX, we stand behind the quality of the products we supply and aim to make every purchase a positive experience. This Returns and Refunds Policy explains how we handle returns, exchanges, store credits, refunds, warranty claims, damaged items, incorrect items and general after-sale support.

We ask customers to choose carefully before placing an order. If you are unsure about a product, please contact us before purchasing so we can help where possible. Nothing in this policy removes any rights you may have under Australian Consumer Law or any other applicable law.

2. Change of mind and incorrect selection

JAPIX does not provide refunds for change of mind or incorrect selection. This includes situations where you changed your mind after purchase, no longer need the item, ordered the wrong item, found another item elsewhere, selected the wrong option, provided incorrect information, or did not check compatibility, size, side, type, quantity or suitability before purchasing.

Where suitable and approved by JAPIX, we may offer store credit to be used on a future purchase or an exchange for another product of equal value. If the exchange item is higher in value, the customer must pay the difference before the replacement is supplied. If the exchange item is lower in value, JAPIX may issue the difference as store credit. Change-of-mind and incorrect-selection returns are not automatically accepted and must be approved by JAPIX before the item is returned.

3. Conditions for approved returns

For a change-of-mind or incorrect-selection return to be considered, the return request must be made within 14 days of purchase or delivery. The item must be unused, not fitted, not installed, not connected, not modified, not damaged and not altered. It must be returned in its original packaging where applicable, in clean, complete and saleable condition, with all included parts, accessories, labels and documents. Proof of purchase must be provided, and JAPIX must approve the return before the item is sent back.

If an item is returned in a condition that does not meet these requirements, JAPIX may refuse the return or reduce the value of any store credit or exchange offered.

4. Items not accepted for change-of-mind returns

Unless required by law, JAPIX generally does not accept change-of-mind or incorrect-selection returns for items that have been used, fitted, installed, damaged, modified or altered. We also generally do not accept returns for items with missing packaging, missing accessories or missing included components, special order items, custom order items, clearance items, final sale items, items supplied specifically at the customer’s request, or items that are no longer in saleable condition.

This section does not apply where the item is faulty, damaged on arrival or supplied incorrectly by JAPIX.

5. Faulty items

If you believe an item is faulty, please contact JAPIX as soon as possible. We may ask for photos, videos, order details, product details or other information to help assess the issue. In some cases, the item may need to be returned to JAPIX for inspection before a final outcome is confirmed.

If the item is confirmed to be faulty and the issue was not caused by misuse, incorrect installation, incorrect handling, modification, damage after delivery or normal wear and tear, JAPIX will work with you to resolve the matter. Depending on the situation, we may offer a repair, replacement, exchange, refund, store credit or another suitable solution. If the issue is on our end, we will make it right.

6. Damaged on arrival

If your order arrives damaged, please contact JAPIX as soon as possible after delivery. To help us review the matter, please provide your order number or proof of purchase, clear photos of the item, clear photos of the packaging, photos of any delivery labels or visible damage, and a short explanation of what happened.

Please keep the original packaging until the matter is reviewed, as it may be needed for delivery, freight or insurance assessment. If the damage is confirmed and accepted, JAPIX will arrange a suitable solution, which may include repair, replacement, exchange, refund, store credit or another appropriate outcome.

7. Incorrect item supplied by JAPIX

If JAPIX supplies the wrong item, please contact us as soon as possible. If the mistake is on our end, we will take responsibility and work with you to correct it.

Depending on the situation, we may arrange a replacement with the correct item, an exchange, a refund, store credit or another suitable solution. Where a return is required for an incorrect item supplied by JAPIX, we will provide return instructions and cover reasonable return shipping costs. The item must not be used, fitted, installed, modified or damaged after you become aware it may be incorrect.

8. Warranty on products

Products purchased from JAPIX may include warranty coverage. Warranty periods and conditions may vary depending on the product, supplier, manufacturer, product type, condition and the information provided at the time of sale. Warranty generally covers genuine defects in materials or workmanship.

Warranty does not cover issues caused by misuse, incorrect installation, incorrect handling, incorrect selection, modification, alteration, normal wear and tear, accidental damage, improper storage, use for an unsuitable purpose, damage after delivery or collection, issues caused by other products, systems or external factors, or faults and condition issues that were disclosed before purchase. Proof of purchase is required for all warranty claims.

9. Warranty claims

To make a warranty claim, please contact JAPIX with your proof of purchase and details of the issue. We may request photos, videos, product details, installation details, testing information or other supporting information. The item may need to be returned for inspection before a warranty outcome is confirmed.

If the claim is accepted, JAPIX will arrange a repair, replacement, refund, store credit or another suitable solution depending on the item, issue and warranty conditions. If the claim is not accepted, we will explain the outcome where reasonable.

10. Return shipping

For approved change-of-mind or incorrect-selection returns, the customer is responsible for return shipping costs unless JAPIX agrees otherwise. Original shipping, delivery, freight, handling, express, priority and payment-related fees are generally not refundable for change-of-mind or incorrect-selection returns.

For faulty items, damaged-on-arrival items or incorrect items supplied by JAPIX, we will cover reasonable return shipping costs where a return is required and approved by us. Returned items must be packed safely and securely. JAPIX is not responsible for items damaged or lost during return shipping due to poor packaging or unauthorised return arrangements.

11. Return approval required

Please do not send items back without contacting JAPIX first. All returns, exchanges and warranty claims must be approved before anything is returned.

If an item is sent back without approval, the return may be delayed, refused or returned to the sender. Once approved, JAPIX will provide instructions for the return, including the return address, packaging requirements and any other steps needed to process the request.

12. Refunds

Refunds are only provided where required by law, approved by JAPIX or where JAPIX decides that a refund is the appropriate solution. If a refund is approved, it will usually be processed back to the original payment method where possible.

Refund processing times may vary depending on the payment provider, bank or payment method. Shipping, delivery, handling, freight, express, priority and payment-related charges may not be refundable unless required by law or approved by JAPIX.

13. Store credit

Store credit may be offered for approved change-of-mind returns, incorrect-selection returns, exchanges, warranty outcomes or other approved situations. Store credit can be used toward future purchases from JAPIX and is not redeemable for cash unless required by law.

Any store credit conditions, including expiry or usage terms, may be provided when the credit is issued.

14. Exchanges

Where an exchange is approved, the replacement item must be available and suitable. If the replacement item costs more than the original item, the customer must pay the difference. If the replacement item costs less than the original item, JAPIX may issue the difference as store credit.

Exchange approval depends on item condition, stock availability and the reason for return.

15. Inspection and assessment

JAPIX may inspect or assess any returned item before confirming a refund, replacement, exchange, store credit or warranty outcome. Assessment may include checking the item’s condition, packaging, included components, signs of use, installation marks, damage, modification, product details, photos, videos or any other relevant information.

If the item does not meet the return conditions, the return may be refused.

16. Installation and third-party costs

Unless approved by JAPIX or required by law, JAPIX is not responsible for labour, fitting, installation, removal, diagnostic, programming, storage, towing, third-party or related costs.

Customers should confirm suitability before installation or use. Once an item has been fitted, installed, connected, modified or used, it may no longer be eligible for change-of-mind or incorrect-selection return.

17. How to request a return, exchange, refund or warranty claim

To request a return, exchange, refund or warranty claim, please contact JAPIX by email at info@japix.com.au, by phone on (02) 9681 6641, or in person or by post at 61 Larra Street, Yennora NSW 2161, Australia.

When contacting us, please include your full name, order number or proof of purchase, contact details, the item you are contacting us about, the reason for the request, clear photos or videos if relevant, and any other details that may help us assess the matter. We will review your request and provide the next steps within a reasonable timeframe.

18. Final note

At JAPIX, our commitment is simple: if the issue is on our end, we’ll make it right.

While we do not offer refunds for change of mind or incorrect selection, we may offer exchange or store credit where suitable and approved. If an item is faulty, damaged on arrival or supplied incorrectly by JAPIX, we will work with you to resolve the issue properly.